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S&C: Customer journey mapping. Review #SDGC16 | SDGC 2016. Review #SDGC16 Slideshows Day I Day II Morning Sessions Afternoon Sessions Morning Sessions Afternoon Sessions Pictures Members DayMasterclasses SDGC16Day One SDGC16Day Two Service Design Awards Young TalentsDay Videos Videos Day I Videos Day II Morning Sessions Afternoon Sessions Morning Sessions Afternoon Sessions. Hey, service design job seekers, we need to talk. – Practical Service Design. UX Deliverables Starter Kit. Becoming patient-centric: the case for a humanistic approach to patient insight-mining - Putting people first.

While patient-centricity is at the top of the agenda of most Life Science organizations, there is an urgent need for commercial teams to evolve their market research practices to cultivate a richer understanding of patients. But how do we cultivate this depth of insight, asks Gregg Fisher and Anthony Alvarez of The Stem. Life Sciences companies can learn much from his emphasis on patient-centric inquiry – viewing patients from within the context of their personal lived experiences, delving into patient stories to understand how they got to be where they are and how they plan to move forward into the future.Such understanding requires an intimate picture of the “patient journey,” and must encompass the physical, emotional and social course people take through time and place, including a patient’s experience at different touch-points in the healthcare system.

[Alternate link] Be the first to share 8 November 2016 [Book] Anthropologies and Futures. Developing patient-centred care: an ethnographic study of patient perceptions and influence on quality improvement - Putting people first. Developing patient-centred care: an ethnographic study of patient perceptions and influence on quality improvement By Alicia Renedo and Cicely MarstonBMC Health Services Research (2015) 15:122 DOI 10.1186/s12913-015-0770-y Background – Understanding quality improvement from a patient perspective is important for delivering patient-centred care.

Yet the ways patients define quality improvement remains unexplored with patients often excluded from improvement work. We examine how patients construct ideas of ‘quality improvement’ when collaborating with healthcare professionals in improvement work, and how they use these understandings when attempting to improve the quality of their local services.

Be the first to share. Behavioral modeling - Shaping cultural change and behavioral evolution - Putting people first. One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more aware of the decisions they make, and to nudge them in the direction of more sustainable decisions. Behavioral modeling helps us to understand people’s habits and decisions, so that designs and solutions can impact them in positive and lasting ways. When do we use it? We’ve successfully used behavioral modeling in many of our biggest projects, in sectors including finance (with clients like Fidelity, Intesa Sanpaolo and UniCredit Bank), healthcare (Intel, DesignSingapore Council), Sustainability (Sitra Finnish Innnovation Agency, Kortrijk Xpo, De-Ga and more) and automotive (Autumn, an EU-funded project).

Why does it matter? The result? "Codesign Tools and Techniques” - Alessio Ricco. The difference between a journey map and a service blueprint. Nhsiebdguidetool ebd guidance toolkit. How to build an experience map. How to build an experience map An experience map shows the journey a customer has while experiencing a product or service. It also shows what competitors and your business are doing relative to this journey. Mapping the experience from a customer perspective helps organisations identify strategic opportunities, customer pain-points and generate innovative projects. Why build an experience map? An Experience map helps the organisation to see the bigger picture, and make decisions about where to focus activity based on research.

By seeing the bigger picture, you’re able to: Identify projects and build a road map of workIdentify opportunities for innovationUnderstand where the user experience is currently being well supported Carrying out the research There are many types of research you can use to help build the map. Ethnographic researchIn-depth interviewsGuerilla research The way you run the research can influence the quality of data you collect.

Analysing the research Ordering objectives. The 7 Deadly Sins of User Research. It's fashionable to blame poor usability on firms not doing enough customer research. On the face of it, this seems like the obvious cause of poor usability. If firms only did the research, they would realise their product was a dud. But, like all obvious reasons, it's wrong. In reality, there's never been a better time to be a purveyor of customer research tools. Every organisation seems to want to "take the temperature" of their customers. Take a quick look in your junk folder at the number of times you've been asked to complete a survey over the last month.

The problem isn't with the quantity of user research. Organisations struggle to distinguish good user research from bad user research. Here are 7 examples of poor user research practice that I've come across in my work with clients — along with some ideas on how to fix them. Credulity Dogmatism Bias Obscurantism Laziness Vagueness Hubris Credulity A couple of months ago I was attending a usability study on behalf of a client. Bias. Layered Scenario Mapping. By Sigrun Lurås Layered scenario mapping is a technique used to gain insight into the ‘situation one designs for’.

It is a systemic technique and emphasises presenting information in different layers going from an overview to very detailed information. The technique proposes a structured approach to collecting and presenting data and provides a template for sorting and presenting the data in a layered manner hierarchically, spatially, and temporally. A guide presenting the technique is available online ( The technique is also discussed in a paper published by CoDesign ( In a paper published in CoDesign I introduce Layered Scenario Mapping, a mapping technique we developed in the Ulstein Bridge Concept project to address issues we had with coping with vast amounts of data from field research.

The map References. Why (Your) Personas Don’t Work (For You) — Daily UI/UX Inspirations. If you’ve read and applied Cooper’s methodology, as instructed, without shortcuts or reverting to assumptions, and it failed to deliver results, then I’d love to hear about it. My main question is this: What client was smart and progressive enough to let you do the full, uncompromising UCD process? Can you thank them for me? The reality is that Cooper’s process is radical.

It flies in the face of common sense in multiple, important ways, and it’s rare that you can convince a client to go along with such a counter-intuitive set of instructions. To do UCD, I have to start by telling my client they don’t understand their market. They’ve been at it for years, I just walked into their office, and I’m telling them they don’t know what matters. Then I have to get them to pay for a few weeks of flying me around to sit in their customers’ offices or homes, asking questions and looking over their shoulders. Most managers can’t stomach that.