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Intercom’s Job Stories framework
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[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.” -
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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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A number of B2B User Persona examples:
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GREAT docs from Megan Miller for Service Blueprinting prep and action:
Practical Service Blueprinting Prep Checklist
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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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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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LX: Leading Experience Conference by Adaptive Path. Could be interesting, hard to say without more information.
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Peter F. Drucker’s Concept of the Corporation – This book is startlingly prescient; oracular even -
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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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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.”
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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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