Category: service design

  • & 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.…

  • Pardon? What? Nope. Can’t hear you.

    I am currently deaf in one ear. Well, hearing impaired to be precise. It’s temporary (but please don’t ask for details). Anyhoo, my unexpected disability has helped me to experience the world quite differently and I thought – with the echos of Lisa Herrod’s impassioned, but much maligned, ‘diversity in UxD‘ presentation at Webstock rattling…

  • To Inspire, Be Inspired – chicken or egg

    Last Friday I presented to our 30+ designers and business analysts during two half-day workshops to bring them up to speed with our new integrated world (also restructured world (thank you recession)). Preparing for the session made me think about a few things I knew I wanted to cover, or at least be ready for…

  • Service Design definition #1,146 and #1,147

    Tweeted this morning: @designthinkers Service Design = arranging & designing the collaboration between service provider & end-user using a mix of business & creative expertise Challenge extended. SD=conscious/creative process crafting meaningful connections across multiple user-business/provider-Govt goals/desires @skewiff (that’s me) Now for my more than 140 chars (less actually when you include the repliers name in…

  • Service Design definition #1,145

    I’ve been at the Webstock conference today. At the often asked question “what do you do” (that I equally asked with gay abandon) I answered “service design”. To the slightly blank eye-squinting head-leans I’d clarify: “you know how web is a channel, well service design is concerned with the web channel, the paper channel, the…

  • 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…