Category: Public Sector Design
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I don’t need a vacation, I just needed my vocation re-energised
Yesterday* something great happened that reminded me why being a designer is my vocation, not my job. A colleague in Washington DC, Leslie Tergas, attended the Transform 2011 Conference at Mayo. She presented us her highlights. The gist of Mayo, innovation and the conference: Here’s a leading organisation – good at what they do –…
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What is a service? – an exercise
When talking about a service surprisingly few people can easily rattle off a definition. In my experience, people generally have some concept in mind but don’t think about it very consciously. No surprise because it is intangible, open yet time-bound, and a mix of things, feelings and goals. The definition I like (an amalgamation of…
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Customer Experience Mapping &
See also: & Service Blueprinting What follows is my approach to customer experience mapping. I’m not saying it’s perfect – or easy, and I am most certainly saying it doesn’t and can’t exist in isolation from other techniques – research gives you the evidence, frameworks help sort the interpreted and synthesised information and good old…
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& Service Blueprinting
See also: Customer Experience Mapping & What follows is my approach to service blueprinting. It’s a companion technique and output to customer experience mapping. And as with experience mapping it doesn’t and can’t exist in isolation from other techniques. Both blueprint and map provide a tangible means for businesses to assess the impact of change…
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If you build it they won’t necessarily come, but if you describe it enough they may want to check it out
I’ve just completed a very successful week (5 separate sessions – 7 in total) of training people (designers, leads, account manager-level staff) on customer experience mapping and service blueprinting – as both technique and output. In order to do that though it required some schooling in services, service design, business analysis, change management, framework development.…
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What is a service – pt 1 & 2
First off, I subscribe to the definition of ‘service’ as the range of touchpoints a human interacts with, over time, in order to achieve their goal/fulfill their need. For ‘service design’ I broadly define it as the conscious process of crafting and planning the overall experience of the service (i.e. interactions and touchpoints), as well…