Category: service design

  • Earning my money where my mouth is

    Over the years on this blog I have banged on about some topics with some regularity: Service design and in particular public sector service design Collaboration Techniques such as Mapping, Blueprinting, Frameworks – and just a love of the process What inspires me especially where design is about making meaning and making a difference to…

  • Simple, elegant and dignified: my favourite service design

    It is with much surpride (intentional portmanteau) that I share this blog has just passed 50,000 visits. Wow. Whodda thunk it?! In the web scheme of things I have no idea what that means but it means a lot to me that there is a design industry out there (especially in Europe me thinks from…

  • Promised an experience; given a map: Filing a Tax Return Experience Map (Part B)

    In my last post: Promised the world; given an atlas: A personal service experience (Part A) I shared my service experience as I attempted to file a tax return online in a new country. In this post I share how I captured that research as a Customer Experience Map. Interestingly as I worked on the…

  • Promised the world; given an atlas: A personal service experience (Part A)

    I thought it was about time I did a post on service experience. Yeah, I talk a good rap about technique and philosophy, but how about capturing some (non-client) service experiences for dissection. And so like Marie Curie exposing herself to radioactive material (albeit unknowingly) I chose the service experience of filing my tax return…

  • Maps, shmaps, pathways, shmathways, etc, shmetc

    I write this post with a conflicted heart. The post is ostensibly about language. And making sense – which simultaneously is precisely what this blog is for me; a record of my thinking, and thoughts in progress. But, I’ve just read Nick Marsh’s post on service design is dead, and while I don’t agree necessarily…

  • Service Design & UX Design; Po-tay-to/Po-tar-to or as umami is to salty*

    I have recently found myself working in the same physical space with some user experience practitioners.  Good people, nice people. As a service designer I have been listening to them talk, hearing familiar descriptions of activities and outcomes sought. Familiar but not the same. ‘Contextual enquiry’ and ‘affinity diagramming’ are expounded in such a way…

  • 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 Map example – high res

    As promised here is a link to a high-res version (as PDF) of the customer experience map I low-res published the other week. Update 15 July 2012: I have updated this version again with a better version. Context: The map should be seen as part of the solutioning process representing a current state customer and…

  • 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…