December 19, 2011
Rigorous process does not equal great service experience
A drive for consistent processes and service experience can leave services feeling sterile and those involved in the delivery of the service neutered...
July 26, 2011
Service mapping: Understanding today, envisioning tomorrow, and planning a path
In order to deliver appropriate service to your customers, and for your customers to receive and experience the service as you intend, service mapping can provide you with three things: Current state: A reflection on the service you provide today, putting you on the path...
May 29, 2011
A service design approach is required to deliver great customer experiences
Keeping the internal and external worlds separate may appear like the only, or the simplest way to do things, especially for highly fractious, silo-ed organisations, but this approach often results in disjointed services where the investment in designing the customer experience can be completely undermined...
April 8, 2011
Monitoring noise levels of customer communication
The design of customer communications needs to target customers with 'the right information, in the right place, at the right time'....
March 18, 2011
The impact of “undesigned” service experiences
Designing great experiences requires an organisation to design not just a series of artifacts, but also to design the things that go on in between those interactions. ...
March 17, 2011
Presenting at Intranets 2011
I will be talking at Step Two Design's Intranets 2011 conference in Sydney in May. During the talk I will be drawing connections between customer experience, service design and intranets....
March 10, 2011
Innovation in customer experience
The experience delivered by a product or service can be a source of competitive advantage and business value through innovation. Experience designers – using the empathy they generate with customers during primary research, and the understanding of the customers’ broad context ...