Striving for Insights from Design Research
Understanding
Understanding
Basic curiosity is one reason why I love the radio programme This American Life, but it's also because of the expert storytelling craft of the host, Ira Glass, and his fellow producers. It was this storytelling craft that Ira Glass spoke of during his sold-out Sydney Festival shows in January of...
Overly rigorous processes are the enemy of meaningful customer experiences. Sounds counter-intuitive doesn’t it. Surely human delivery is the enemy of efficient processes, hence why so many organisations try to take the human out of service delivery altogether either by actually replacing them by...
2011 has been an exciting year for Meld Studios. The following are some of the highlights of the year. 1) We are twice as big as we were last year Not that size is everything and at this time of year this is generally the kind of reflection that initiates massive dietary correction for the new...
(Republished from interaction.ixda.org)
I had the fortune of presenting on a topic of great interest to me - context - at UX Australia this past August. I was inspired to think about how we can best design with different levels of context in mind. Using Ray and Charles Eames' "Levels of Ten" short film as a model, I discussed how zooming...
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:
Internally focussed business tools, processes and systems are often thought about and designed in isolation from the design of the things customers interact with. Or to put this another way, projects that focus on improving the customer experience often don't fully consider the tools, processes and...
Janna and I spoke at Service Design Australia on the topic of mapping a service. The presentation covered service mapping as a process for capturing what a service is, service mapping as an artifact for expressing a service, and service mapping as a tool for use.
We're working on a complex project at the moment that involves redesigning the customer experience across a variety of interactions: from face-to-face meetings to follow-up phone calls and printed communications. There's much debate in the office as to the right level of contact that a business...