Empathy maps help UX teams visualize user attitudes and behaviors, building a shared understanding of end users while highlighting gaps in existing user data.
As AI becomes central to service delivery, traditional service metrics must evolve — new measures will assess AI-to-AI performance, human-AI collaboration, data quality, and user trust.
UX faced instability in 2025 from layoffs, hiring freezes, and AI hype; now, the field is stabilizing, but differentiation and business impact are vital.
AI is reshaping service design—no longer just a tool, it’s now an active agent. Future services must compete on how well they interact with AI, not just humans.
Managing journeys requires a continuous practice of 3 interdependent competencies: collecting insights, analyzing them to drive design strategy, and orchestrating journey experiences for users.
Service design is an active effort to design a service solution for a customer need, while journey management is an ongoing effort to improve or sustain the quality of an existing service or journey.
Empathy maps can be used to plan for future research studies, capture insights during current user research, and communicate research insights from research that has already been conducted.
Empathy maps are a powerful, flexible tool that can be used to plan for future research studies, capture insights during current user research, and communicate research insights from research that has already been conducted to others.
Our Beijing-based user research team conducted a field study in automated restaurants that serve diners with no staff. Current designs have some advantages, but the UI is too complicated for customized ordering.
Unsure where to start? Use this collection of links to our articles and videos to learn about what omnichannel customer journeys are, how to conduct research to evaluate them, and how to design journeys effectively.
Unmanned restaurant services are gaining varying degrees of adoption in China. Still, there are glitches in the whole self-service flow and areas where human services cannot be replaced.
Unsure where to begin? Use this collection of links to our articles and videos to learn about intranets and enterprise to help you derive an excellent design.
Our research with UX practitioners found 3 main areas of frustration with service-blueprint projects. Here are recommendations for overcoming or alleviating these problems.
Unsure how to get started using UX mapping methods? Use this collection of links to our articles and videos to learn how to visualize UX insights and ideas into mapped visualizations.
