Tag: public sector
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What is a Service? What is service?
Previously, I have described a service like this: A service is the seeking and receipt of a specific outcome of a customer across a range of interactions and touchpoints over time. It’s a bit dry and analytical, but it has always worked when I’ve applied/used it in public service or community service settings. During the…
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Customer Experience Map – Redux
At last I have updated the high-res version of my take on a customer experience map. Prompted by a request for a high-res copy (a proper high-res, mind) I decided to review and update the original customer experience map I posted in June 2010, based on my original how-to customer experience map. Much time and…
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A state of service design (view from the top of the world)
This top of the world! It’s been a busy month of many dialogues, conversations, presentations, seminal decisions, great client work, painful service design moments, great service design moments. That means this post has gone through some incarnations: From love letter To surprised yet slightly reserved observation To rant (strewn with swears galore…galore I tells ya!)…
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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.…