Pruning, or the selective removal of specific branches or stems, is an important maintenance practice that helps to keep your trees healthy for many years to come. Important reasons to prune mature trees include controlling size, providing clearance for foot traffic or vehicles, removing potentially hazardous branches, and improving appearance.

University of Maryland, College of Agriculture and Natural Resources

I’ve noticed a concerning trait among product teams I’ve been a part of. That is, there’s a goal to “grow a tree” (i.e., create or improve a product) without taking the time to systematically re-evaluate the heath of the product…

Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the employee experience and, directly and indirectly, the customer’s experience. I teach a simple 3 step approach to service design including:

Personas -> Journey Maps -> Service Blueprints

In Part 1 we defined customer Personas and in Part 2, stressed that a Journey Map reflects a specific Persona’s experience with an organization. To close out this series on service design, we will discuss what we do with this gained empathy for the customer experience.

Service Blueprinting: Visualizing the Employee Experience

Think back to the pre-COVID days when…

Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the employee experience and, directly and indirectly, the customer’s experience. I teach a simple 3 step approach to service design including:

Personas -> Journey Maps -> Service Blueprints

In Part 1 we covered the topic of Personas and the important practice of identifying, defining, and gaining empathy for the specific customers of your products and/or services.

Today, in Part 2, we explore the second step of service design, which focuses on customer Journey Mapping.

Journey Mapping: The Voice of the Customer

Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the employee experience and, directly and indirectly, the customer’s experience.

I teach a simple approach to service design that results in 3 outputs:

1. Persona — Identify, define, and prioritize the customer types impacted by an organization’s products, services, and policies;

2. Journey Map (customer viewpoint) — Research, document, and validate the persona’s experience (journey) with the organization over time; and

3. Service Blueprint (business viewpoint) — Document how the organization currently supports the customer journeys and use these artifacts to…

“The Experience is the Product” http://www.slideshare.net/peterme/experience-is-the-product and UX Honeycomb http://semanticstudios.com/user_experience_design/

EXECUTIVE SUMMARY

Objective

The purpose of this vision document is to position “user experience” (UX) and “customer experience” (CX) as vital strategic organizational differentiators, enabling companies to win. Regardless of industry, in the last ten years, design-driven companies outperformed the S&P by 228% (“Design-driven companies outperform the S&P by 228% over ten years.” (March 10, 2014). Design Management Institute.). Industry analysts have noted that many organizations are adopting the role of Chief Experience Officer (CXO), an executive-level position who ensures positive interactions with the organization’s external customers. Numerous industry studies have stated that every dollar spent on UX brings in…

The web has been around for a fairly long time now, as technology goes, so I think it’s safe to say that there are some examples of good designs. Some of the common tricks of the trade include the ability to help a user understand context (“You are here”, way finding) by supplying them with a breadcrumb. If the user is completing a multi-step process, then we provide a wizard or sequence map to let them know how far they’ve progressed.

What About Orienting Yourself on a Single Page?

The recent rage in web design has been to move from organizing information on multiple pages to a single…

I enjoy reading provocative articles. Political media pundits make a good living by being provocative. When you’re provocative, you are remembered. It’s much better to be polarizing than to be lukewarm about a subject. Get people to either wholeheartedly agree with you or rustle people’s feathers. Well, my feathers were rustled a bit when I read @johnpavlus’, “Delightful interaction design must die.”

The author’s premise is that as designers, we should focus on “thoughtful design” because, after all, delight comes from the eye of the beholder, right? Perhaps John doesn’t remember a mere few years ago when the iPhone was…

Rob Fay

Experience Design Strategy. Customer-centric companies outperform others by 200%! Let’s win together. Reach me at hey@robfay.com to discuss.

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