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.