[Adaptive Path’s] Guide to Experience Mapping: “We’ve been doing experience mapping in our practice for several years now. Why? Customers are increasingly choosing products and services based on the quality of the experiences they have with them. These experiences often break down when they span multiple channels. As a result, organizations need a holistic, human-centered view of the experiences they create. In short, they need a map.”
Updates from January, 2017 Toggle Comment Threads | Keyboard Shortcuts
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katie
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katie
A Playbook for Improving Customer Journeys from Adaptive Path – this is a nice overview of what the impact of a journey map can have – looking for “troughs” (negative experiences) for example
“You can’t just stop after creating an experience map. That’s because a good current-state experience map is simply oozing with potential: the potential to create an even better experience. But how do you move forward? How do you see the opportunities? Well, it’s a little easier when you know what to look for, what the patterns of success are.”
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katie
A number of B2B User Persona examples:
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katie
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katie
GREAT docs from Megan Miller for Service Blueprinting prep and action:
Practical Service Blueprinting Prep Checklist
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katie
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katie
Best Practices in State and Regional Innovation Initiatives – “Responding to the challenges of fostering regional growth and employment in an increasingly competitive global economy, many U.S. states and regions have developed programs to attract and grow companies as well as draw the talent and resources necessary to develop innovation clusters.”
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katie
How do you design? A Compendium of Models by Hugh Dubberly – “In this book, I have collected over one-hundred descriptions of design and development processes, from architecture, industrial design, mechanical engineering, quality management, and software development. They range from short mnemonic devices, such as the 4Ds (define, design, develop, deploy), to elaborate schemes, such as Archer’s 9-phase, 229-step “systematic method for designers.” Some are synonyms for the same process; others represent differing approaches to design.By presenting these examples, I hope to foster debate about design and development processes.”
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katie
LX: Leading Experience Conference by Adaptive Path. Could be interesting, hard to say without more information.
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katie
Peter F. Drucker’s Concept of the Corporation – This book is startlingly prescient; oracular even -
katie
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katie
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katie
A BLS [Bureau of Labor Statistics] reader on productivity (1983) – is it possible that we are not including in productivity measures a vast component of the current US labor market in the services industry? It sure looks like it, though that is mind-boggling
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