Recently, I had to wait for a bit at Barcelona airport for a connecting flight to Bilbao. I made this snapshot while waiting at a coffee place: Make your self-espresso here. Great! Saving time by inserting a coin and getting a good quality (Lavazza is not bad!) espresso. But oops! Step one is asking for the capsule at the bar… where I still have to wait in line with the other folks that are ordering their espresso there at the counter. #servicedesign #fail?