Delight is not a Design Goal by Dan Willis – “As soon as you hear that the primary goal of the design is to delight users, you know your project is in trouble.”
Updates from December, 2016 Toggle Comment Threads | Keyboard Shortcuts
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THE CUSTOMER EXPERIENCE JOURNEY MAPPING TOOLKIT – “On this page, you’ll find all of the CX Journey Mapping tools, materials, and guides that we’re developing — everything you need to introduce your teams to this powerful approach for customer-centered action and CX innovation.”
Powerpoints, PDFs, posters, etc.
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How to run a customer journey mapping workshop – “To map the customer journey it is necessary to speak to a lot of people. Often the easiest approach is to run a workshop. But how exactly would that work?”
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On Creating Personas – “When Eeva Ilama, a Senior Interaction Designer at Tango Me attended [Cooper’s] workshop on personas, she came away with a clearer understanding and new strategies for developing her own personas. This article is Eeva’s first hand account.”
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Service Blueprints: Laying the Foundation – “Recently, we introduced you to the core concepts of service design, a powerful approach that examines complex interactions between people and their service experiences. With this post, we examine one of the primary tools of service design: the service blueprint.”
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Customer Journey Map “Stencils” – nice looking stuff
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Designing for Multi-touchpoint Experiences – slideshow
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Kerry Bodine’s “The Four Types of Customer Journey Maps”
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The difference between a journey map and a service blueprint – Very nice overview here
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Liz Sanders – amazing, wonderful, has written too much for me to read quickly! New Spaces, Places and Materials for Co-Designing Sustainable Futures, Creativity in Strategic Thinking are where I’m starting
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Nice encapsulation of what it means to be (or have) a good boss by Alison Green (aka Ask a Manager) – How to Tell if You Have a Good Boss
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Excellent post from Tim Williams: Plenty of Features, But No Benefits – “You can likely recite your services and products, but these are only the features of your firm — not its benefits. Economists have long argued that people don’t buy actual products and services, but rather the utility these products and services create in the life of the buyer. As Harvard’s Ted Levitt famously taught his marketing students, “No one ever buys a three-quarter-inch drill; they buy the expectation of a three-quarter-inch hole.””
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When to Use Which User-Experience Research Methods – “Summary: Modern day UX research methods answer a wide range of questions. To know when to use which user research method, each of 20 methods is mapped across 3 dimensions and over time within a typical product-development process.”
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