Service design (5)

I want to share an internal project that I and one of our interns (Derek Lau) have been recently working on with the objective to learn about trends and opportunities in the area of air travel.

The other day I was sitting down with a client to discuss the potential for creating a qualitative research program to support a long-term program of work that impacts the work life of thousands of internal staff. As we were discussing the merits and necessity of taking on this work, the client...

It was about 12 years ago that the Web design community - in particular those people interested in aspects of Websites such as their structure (information architects), usefulness (strategists), utility (usability practitioners), and interactions (interaction designers and HCI folks) - coalesced...

Understanding

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...

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.

Organisations that otherwise pride themselves in delivering exceptional customer experiences, can be myopic to the design of less tangible aspects of their services. Although invisible to the organisation, these can be very visible to customers and have a dramatic impact on their overall experience.