When conducting research for customer-journey maps, use qualitative methods that allow direct interaction with or observation of users, such as interviews, field studies, and diary studies.
Status trackers are pull; progress updates are push. Both are used to track the delivery of a product or service. When they work together effectively, users are informed and in control.
Human-Centered Design (HCD) is not about following processes. It’s about being mindful of HCD principles. Keep focus on people and the entire system to solve the right problems.
Websites structure and deliver customer-service information in many different ways. We recommend a model for standardized delivery of this content online.
A service blueprint visualizes the relationships between different service components — people, props, and processes. Four key elements comprise a framework for service blueprinting that can be scaled to any scope or timeline.
Service design is the activity of planning and organizing a business’s resources in order to (1) directly improve the employee’s experience, and (2) indirectly, the customer’s experience.
UX mappings are visual representations that depict different processes and have different goals, yet they all build common ground within an organization.
Empathy maps, customer journey maps, experience maps, and service blueprints depict different processes and have different goals, yet they all build common ground within an organization.
Service design improves the experiences of both the user and employee by designing, aligning, and optimizing an organization’s operations to better support customer journeys.
Yes, it is possible for white-collar workers to work smarter and become more productive. While intranet usability provides substantial initial gains, workflow usability can go much further and will save millions of jobs.
