Archive for the 'Service Design' topic

UIE Article: For an Edge Condition, Seeing the Problem is a Problem

In today’s article, I discuss how to design a great experience even while troubleshooting.  We must design for the solution, not the problem. Here’s an excerpt from the article: If they understood the situation, they could interview the mechanics, pilots, gate agents, and operations personnel after the fact. However, that presents its own problems. It’s […]

How Are You Getting Your Team on the Same Page?

While developing the topics and workshop leaders for this year’s User Interface 20 Conference in Boston, November 2–4, I realized that a general theme was emerging—getting everyone on the same page about your designs. Here’s how each workshop at UI20 contributes to this theme: Marc Stickdorn’s workshop on Service Design: Creating Delightful Cross-Channel Experiences is about […]

UIE Article: Prioritizing Opportunities Across the Customer’s Experience

In today’s article, I discuss how service design helps teams get on the same page about the context of their work. Here’s an excerpt from the article: Breaking large efforts into small teams makes sense. However, it also creates silos of effort. The outcome is a disjointed user experience. Employing a service design approach helps feed information […]

Using Journey Maps to Visualize the Path a Customer Takes

Communication is at the heart of service design and Marc Stickdorn knows the core of it is getting everyone on the same page. He says that the importance of this lies in the fact that customer experiences sometimes aren’t tangible—a user or customer could be experiencing an internal event. It’s important to understand how different […]

UIE Article: Service Design – Pushing Us Beyond the Familiar

In a conventional UX approach, we’d focus on the bits. With service design, we go beyond and think about the cross-channel experience. Today’s article discusses the intricacies of service design and why you need to pay attention to it. Here’s an excerpt from the article: User research isn’t the only aspect of digital UX practice […]

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.

Be part of a UX roundtable call when you register for UI20

Register for the User Interface 20 Conference by May 22 and you’ll participate in an hour long UX roundtable call with me. Don’t miss this chance to ask me your most burning UX questions (or even your non-burning non UX questions). Come to Boston November 2-4, 2015 for intensive workshops and talks focusing on what […]

Strengthen Your UX Skills with UI19 Videos

Strengthen Your UX Skills with 9 Videos from the UI19 Conference Make you and your team better designers with these videos from nine UX experts for just $99. Hear these latest techniques, proven practices, and important UX ideas. You can even use these videos for team lunch and learns or individual training. Watch the videos whenever you […]

Why Service Design Matters

Creating delightful cross-channel experiences Service design is all about creating the best user experience regardless of the touch point. It brings all channels together – brick and mortar, call centers, and online to create a seamless, delightful experience for your customer. Why Service Design Matters Engagement: See how your customer interacts across various channels Unity: […]

UIEtips: Service Design – Pushing Us Beyond the Familiar

In a conventional UX approach, we’d focus on the bits. With service design, we go beyond and think about the cross-channel experience. Today’s article discusses the intricacies of service design and why you need to pay attention to it. If you find yourself stumbling into the service design world with little direction, then Marc Stickdorn’s […]