What does it mean to be a "designer?" Let's broaden the definition, based on the purpose, not the discipline. (Keynote by our Chief Designer, Sarah Gibbons)
Pain points are problems that occur at the different levels of the customer experience: interaction level, customer-journey level, or relationship level.
The design of vote-by-mail materials (made imperative by the COVID-19 pandemic) have UX issues that make the voting process unnecessarily difficult and error prone.
The most common pain points with service blueprinting are setting expectations, determining scope, and communicating insights, according to 97 UX professionals.
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.
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.
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.
UX practitioners associate the term “service blueprinting” with an artifact, framework, or collaborative tool. Those surveyed used service blueprints early on or near the end of the product-design lifecycle.
A service design perspective is needed to avoid fragmenting the long-term customer experience by individual (but uncoordinated) touchpoints, provided by siloed internal teams.
The 5 components of a journey map and the benefits of using this qualitative method as part of a UX design process to discover, document, and share the bigger picture of what users want.
Workshops are a useful tool in the user-experience design process, but mistakes are common when the workshop facilitator didn't prepare right, causing the team to waste time.
