Services must be more than just usable.
Here’s a quick example of something that is novel and entirely usable but isn’t getting used. One of my local haunts put a box of toys on a table that parents can use to entertain kids while they’re in the cafe. Nice idea.
Nothing about the arrangement is preventing people from using it so why is it sitting there neglected? Either people aren’t aware of it or there’s just no need for it.
I often notice the cafe making slight alterations to the physical space. Some stick, some don’t. They seem to be nimble enough to try new things and make a decision about whether or not they’re working.
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That cafe could benefit from a nice big open basket for toys. Kids will see them and start playing with them right away.
signage is almost always in issue, it seems. if i just saw that sitting in a public space, i wouldn’t think it was something i could open and use.
Another possible reason for low usage: concern about germs. This is an issue in any public space.