German: verzwicktes Problem

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A wicked problem is a problem that by definition is not solvable due to many different, sometimes conflicting claims, contradictory information and a constantly changing context. The definition of a wicked problem comes from Ritter and Weber (1973) and also includes the distinction from clearly defined, solvable problems: the so-called tame problems.

In service design, the wow factor is defined as a feeling of rapture at first contact with a new service product that far exceeds customers' expectations. For example, by anticipating their next service step, proactively addressing their needs, or seamlessly and intuitively integrating a new product into an existing service chain.