Kathy Sierra posted on Creating Passionate Users that Reducing fear is the killer app. She has photos of user-friendly medical ofices, such as a dentist with a coffee bar, and a hospital which looks like an upscale hotel. And she describes some awesome customer service in the context, of all things, a mammogram.
Lots for librarians to learn here about providing good customer service, esp. in light of Dorothea Salo's Design Speaks article I posted yesterday.