Articles

Sarah Gibbons

Sarah Gibbons is a former NN/G employee who worked on teaching, leadership, and design thought leadership. At NN/G Sarah published ground-breaking insights on service design and service blueprinting, design thinking, and artificial intelligence (AI).

Articles and Videos

  • Journey Mapping for Remote Teams: A Digital Template

    A collaborative spreadsheet is an efficient, effective tool for virtual customer-journey mapping. Because of the format and structure it affords, almost everyone will be able to access and easily use it.

  • Workshop Facilitation 101

    By following a set of simple facilitation principles and using standard tools and activities, anybody can grow into a confident workshop facilitator.

  • 5 Qualitative Research Methods

    Qualitative user research is invaluable for UX design. Here's an overview of 5 key methods beyond standard usability testing that are especially useful for early discovery studies.

  • Service Blueprinting: Fails and Fixes

    The most common pain points with service blueprinting are setting expectations, determining scope, and communicating insights, according to 97 UX professionals.

  • Service-Blueprinting FAQ

    What's the difference between service blueprints and customer-journey maps, and what are the goals of service blueprinting? These and other common service-design questions are answered.

  • Foundational UX Workshop Activities

    There are 7 activities that act as a foundation for every UX exercise during a workshop or collaborative team meeting. By understanding these, you can create almost any other exercise you need.

  • UX Workshop Energizers and Icebreakers

    3 quick game-like activities you can use with participants in a UX workshop to get the team energized and ready to be creative and productive before turning to the real work of the meeting.

  • UX Research Cheat Sheet

    Different user research methods are suited for different stages of the UX design process. Here's an overview of the best methods to discover, explore, test, and listen.

  • User Need Statements in Design Thinking

    Before you draw a single pixel, define what user need you're trying to solve with the (next-step) user-experience design. UX should be grounded in real user needs.

  • Service Blueprinting: Top Questions Answered

    Service blueprints are the primary tool for service design, but practitioners often misunderstand how they relate to journey mapping, who should be involved in the process, and how to sell their value to the organization.