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Customer Journey Map

Customer Journey Map
The customer journey map is an oriented graph that describes the journey of a user by representing the different touchpoints that characterize his interaction with the service. In this kind of visualization, the interaction is described step by step as in the classical blueprint, but there is a stronger emphasis on some aspects as the flux of information and the physical devices involved. At the same time there is a higher level of synthesis than in the blueprint: the representation is simplified trough the loss of the redundant information and of the deepest details.

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Method Cards IDEO Method Cards is a collection of 51 cards representing diverse ways that design teams can understand the people they are designing for. They are used to make a number of different methods accessible to all members of a design team, to explain how and when the methods are best used, and to demonstrate how they have been applied to real design projects. IDEO’s human factors specialists conceived the deck as a design research tool for its staff and clients, to be used by researchers, designers, and engineers to evaluate and select the empathic research methods that best inform specific design initiatives. The tool can be used in various ways—sorted, browsed, searched, spread out, pinned up—as both information and inspiration to human-centered design teams and individuals at various stages to support planning and execution of design programs. In its first year, the Method Cards appeared to have unexpected relevance to groups that are not necessarily engaged in design initiatives.

Personas by Lene Nielsen The persona method has developed from being a method for IT system development to being used in many other contexts, including development of products, marketing, planning of communication, and service design. Despite the fact that the method has existed since the late 1990s, there is still no clear definition of what the method encompasses. Common understanding is that the persona is a description of a fictitious person, but whether this description is based on assumptions or data is not clear, and opinions also differ on what the persona description should cover. A persona is not the same as an archetype or a person. The special aspect of a persona description is that you do not look at the entire person, but use the area of focus or domain you are working within as a lens to highlight the relevant attitudes and the specific context associated with the area of work.

Customer Journey Mapping Resources On The Web Last updated: 17 September 2011Originally published: 10 May 2010 Service design can be traced back to the writings of G. Lynn Shostack in the early 80s. [1, 2] Though not new, there is a lot of talk these days about service design. In the past 5 or so years we’ve seen a service design renaissance, so to speak.

Get in touch with customer touch points Research confirms that the online channel is expanding in all product categories particularly for consumer electronics and digital/mobile products. Consumers increasingly research products online via computers and mobile devices prior to making any purchase decisions, especially regarding mobile phones. Companies, including telecommunications providers, should address this new segment of online buyers, as they could be a strategic source of growth and savings. Why every leader should care about digitization and disruptive innovation The disruptive impact of technology is the topic of a McKinsey-hosted discussion among business leaders, policy makers, and researchers at this year’s meeting of the World Economic Forum, in Davos, Switzerland. In this video, two session participants preview the critical issues that will be discussed, including the impact of digitization and automation on labor markets and how companies can adapt in a world of rapid technological change. What follows is an edited transcript of their remarks. Interview transcript

Understanding your Keyword Planner statistics and traffic forecasts - AdWords Help With Keyword Planner, you can see various historical statistics alongside your keyword and ad group ideas, like the average number of searches for a keyword. Keyword Planner also gives you keyword traffic forecasts, like how many clicks your keywords might get for various bid and budget amounts. Once you've entered or uploaded your keywords, your statistics and forecasts appear in graphs and a table with columns so you can easily view and sort the information. And you can see your results broken down by device and location. Then, you can use the data to choose keywords or ad groups that can help you better reach your advertising goals. To get historical stats, select Get search volume for a list of keywords or group them into ad groups.

Sitemaps - The Beginner's Guide - The UX Review Our Beginner’s Guide series is designed to help those who are just starting to learn about user experience, or those who want to brush up on the basics. In this part, we take a look at sitemaps. What is a sitemap? Sitemaps are a hierarchical diagram showing the structure of a website or application. They are used by User Experience Designers and Information Architects to define the taxonomy through grouping of related content.

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 fashioned collaboration is required. And finally, for these to be meaningful in a business setting I advocate a companion service blueprint. I pitch the map and blueprint as both technique and output. Co-designing Users and other figures can become part of the design process as expert of their experience, but in order to take on this role they must be given appropriate tools for expressing themselves. The designers should provide ways for people to engage with each other as well as instruments to communicate, be creative, share insights and envision their own ideas. The co-design activities can support different levels of participation, from situation in which the external figures are involved just in specific moments to situations in which they take part to the entire process, building up the service together with the designers. (2001) Elizabeth B.-S. Sanders, Colin T.

How to Revitalize Your Digital Business Model Three short, chunky things that (we promise) will rescue your digital business. The sprawling self-help industry for executives tends to chop up advice into business baby food, with small, easy-to-digest chunks, flavorful summaries and beautiful illustrations. Truisms are packaged into “models” with the promise that following them will make every business better. Beleaguered executives swallow it up and then try to remember what it tasted like when some botched goal wreaks havoc on their day.

5 legal terms every designer needs to know To protect themselves and their work from legal action, artists need to get their heads around some pretty tricky legal jargon. Thankfully, Cirstyn Bech-Yagher is hear to explain the five key terms every artist should look out for. 01. Innocent Infringement Taming Taxonomy: A Practical Intro (Tips & Tools for Creating Structure with the User in Mind) at UX Cambridge 2013 Is the word "taxonomy" intimidating? You bet, but taxonomy is a crucial structural element to consider for optimal digital information environments. In this fun, informal, beginning / midlevel practitioner-focused presentation, Los Angeles area information architect and taxonomy nerd Alberta will share: A Beginner's Case Study - designed to provide an implementable, understandable roadmap to creating a user sensitive taxonomy A Tool Demo - highlighting an easy-to-use and cost effective resource to get you started creating taxonomies

Service Design Research This list represents a summary of the past forty years of service design literature. The citations were compiled from the Emergence conference at Carnegie Mellon University as well as the Designing for Services project in the UK, service design syllabi at CMU and independent research. I've included the abstracts and introductions to the papers and cross-referenced examples and concepts so that it's easy to follow the development of ideas such as "service blueprinting" across multiple papers. Select any underlined term to filter the list, showing only papers that share that particular concept, example, author, journal or decade. If you'd like to help fill in the gaps by suggesting other canonical papers, e-mail the citations to

The three Cs of customer satisfaction: Consistency, consistency, consistency “Sustaining an audience is hard,” Bruce Springsteen once said. “It demands a consistency of thought, of purpose, and of action over a long period of time.” He was talking about his route to music stardom, yet his words are just as applicable to the world of customer experience. Consistency may be one of the least inspirational topics for most managers. But it’s exceptionally powerful, especially at a time when retail channels are proliferating and consumer choice and empowerment are increasing. Getting consistency right also requires the attention of top leadership.

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