Category: Public Sector Design

  • 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…

  • 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…

  • & 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…

  • 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.…

  • 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…