Archive for the 'Service Design' topic

UIE Article: Service Design Thinking

This week, we present an article written by Marc Stickdorn on Service Design Thinking, and what it means to design physical products and services using the process. Here’s an excerpt from the article Service Design became more and more popular over the last years. Service Design refers to innovating both tangible products and services and […]

Chris Risdon – Shaping Behavior, by Design Live!

Mobile, ambient technology, and connected devices are about mediating people’s behavior in their environments. Uncovering the whys and hows that drive behavior takes empathy, hours of observation, and masterful prototyping skills. You’ll succeed when you make, test, iterate, and learn.

UIE Article – The Curse of a Mobile Strategy

In this week’s article I discuss if a native mobile app is necessary. Here’s an excerpt from the article: The big problem with a mobile strategy approach is it sends a message to everyone that mobile is somehow different from the kiosk, the desktop, and the customer agent. That it requires a special team, often in […]

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 […]