service design

Remote Check-In for Boston Airport

Boston’s Logan Airport has added the nation’s first remote terminal.

Passengers arrive at a terminal located approximately 25 miles from the airport. They then check their bags and proceed through TSA security. After clearing security, they wait for the bus in a secure room. The bus then drops them off at the airport gate area.

Passengers do not need to go through security again.

Video Spotlight:

First-in-the-nation remote terminal for Logan Airport opens in Massachusetts (June 1, 2026, CBS […]

By Ross L. Fink, Ph.D.|2026-07-27T06:55:42+00:00July 26, 2026|Tags: facility design, facility layout, facility location, service design, transportation, waiting line|

Is Vertical Integration the Key to Mixue’s Global Success?

Though McDonald’s still reigns supreme in terms of total sales, China’s Mixue has become the world’s largest food and beverage chain by store count with over 45,000 global locations.

In December 2025, Mixue opened its first U.S. locations in Los Angeles and New York. The chain sells its famous soft-serve ice cream products, lemonades, and boba teas at rock bottom prices, and those products have been largely responsible for fueling the company’s rapid growth.

Video Spotlight:

Trying […]

By Lisa M. Spencer|2026-03-22T09:09:18+00:00March 22, 2026|Tags: location planning, logistics, product design, service design, strategy, supply chain management, vertical integration|

Moxi Nursing Robots Help Reduce Muda

Serve Robotics recently acquired Diligent Robotics in a $29 million deal, adding to its lineup of advanced robotic technology solutions.

Diligent’s Moxi hospital robots save nurses time and motion, increasing productivity and allowing them to spend more time by patient bedsides.

Video Spotlight:

These robots can help ‘tend to patients’ with nursing shortage, says Serve Robotics CEO (Jan 24, 2026, FOX Business)

This post is based on The Robot Report article, Serve Robotics to […]

By Lisa M. Spencer|2026-02-25T05:55:32+00:00February 25, 2026|Tags: artificial intelligence, automation, lean operations, muda, productivity, robotics, service design, time and motion study|

Why Was McDonald’s AI-Generated Ad Unpopular?

McDonald’s all-AI Christmas ad, which launched in the Netherlands in December 2025, to the tune of “It’s the Most Terrible Time of the Year,” backfired.

Amidst a slew of negative consumer reaction, the ad was pulled from YouTube.

Video Spotlight:

McDonald’s faces backlash over A.I.-generated ad showing holiday chaos (Dec 11, 2025, CP24)
McDonald’s has released an AI-generated Christmas ad (Dec 8, 2025, Congenai)

This post is based on the People article, McDonald’s […]

By Lisa M. Spencer|2026-02-19T01:20:33+00:00February 18, 2026|Tags: artificial intelligence, productivity, service design, strategy, technology|