Archive for the 'Journey Maps' topic

Kim Goodwin – Using Scenarios to Solve Problems

Understanding is what user experience as a field hinges upon. After all if you don’t understand how users are interacting with your product or service, you don’t know what to design for. But how, as a team, do you come to that understanding? Telling the story of a user’s journey highlights areas where you’re right on point and where you’re missing the mark.

Marc Stickdorn – Service Design: Creating Delightful Cross-Channel Experiences

Service design seems to go by an increasing array of names: Customer Experience, Cross-Channel UX, or even just “design thinking.” In most cases, these terms describe a holistic approach to your users’ and customers’ needs, no matter where or when they’re interacting with your product or service. In traditionally siloed organizations, it can be no small task to ensure that you are providing the best possible service.

Chris Risdon – Orchestrating Experiences for Complex Ecosystems

User experience, as it has come to be known and understood, is generally associated with the digital space. Designers and developers working in concert to make a site, app, or digital product more usable and well designed. However, a user’s interaction with you as an organization isn’t necessarily confined to just your digital identity. This user experience design can be applied across all channels, such as a call center or physical location.

Strategy & Design for Complex Product Ecosystems – Chris Risdon presents on November 20

In our next virtual seminar, Orchestrating Experiences: Strategy & Design for Complex Product Ecosystems, discover how to unite customer experience, service design, and user experience teams for a holistic approach. Our design challenges are becoming more and more complex. Services are more interconnected across channels both digital and physical—and more importantly across time and space. In this seminar, Chris Risdon […]

Kim Goodwin – Using Scenarios to Design Intuitive Experiences

Scenarios can represent the ideal picture of a user’s experience with a product or service because you can see how and when they’ll interact. However, a scenario is often missing the details of what’s going on at this moment in time and that can be a sticking point. This is where the value of the journey map emerges.

Home Depot Designed For Activities, Not Experiences

Mark Schaefer loves Home Depot. He wrote this blog post about how much. However, in that same post, he talked about a breakdown in the experience of being a Home Depot shopper. I’ve been going to Home Depot for 20 years and have spent untold thousands of dollars on home improvement and landscaping materials. I […]

Building a Vision from a Journey Map

The task of coming up with a long-term vision of your design can be a daunting one. It’s a lot of responsibility to try to imagine what an ideal experience can be, then render a possible design that makes that easier. However, there’s a way to break down the problem into bite-sized bits that make […]