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.
Create a new Customer Journey Canvas This tool supports the audit of existing services and covers not only the period of time associated with the encounter but also the pre-service and post-service phases of the journey. Customer journey maps are typically focused on the front stage encounter from the customer’s point-of-view but as an audit it’d be great to see a complementary version demonstrating the connections with the back stage supporting processes. Service Design Thinking is an upcoming term that will be (or already is) going viral among businesses.
Explorics About Explorics is a strategic consulting firm specializing in customer intelligence and go-to-market strategy. We help software companies engage their customers to create compelling content that opens new channels and attracts new buyers. 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.
Tiia Metzke Virgin Mobile Australia Working with Proto Partners’ ongoing client, Virgin Mobile Australia, a series of visual artifacts were produced to communicate detailed data sets. Service design attempts to make every interaction that a customer has with a brand more meaningful. How to Identify (and Mitigate) the Riskiest Parts of Your Product Strategy Any product strategy is fraught with risks. I’ve heard the three biggest risks to a startup are tech risk, market risk, and ego risk.1 I’d argue for internal corporate innovation, the biggest risks are market risk, resource risk (resources need to be assigned), implementation risk (need the right implementation skill sets and tools), operational risk (the product needs to be operationally cost-effective) and internal risk (need buy-in and alignment from internal stakeholders). Identifying these risks and de-risking them are crucial to the success of any product strategy.
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
New Ways of Visualizing the Customer Journey Map [Credit: Evan Litvak ] Evan chose to represent his journey as a circular graphic instead of the more common linear or chart structure. As the field of service design evolves so do the tools. At Adaptive Path we often find ourselves debating the form and definition of service design artifacts. I was curious to see how a new crop of interaction designers might interpret the journey map. Luckily I had access to an army of fresh thinkers when I co-taught an undergrad Visual Interaction Design class at the California College of the Arts this past year.
How To Start Your Blog With A Bang I receive questions often from people who have just started their first blog and are looking for tips. Two years ago I blogged 5 Tips For Bloggers and while I still stand behind those tips I want to dive in a little deeper today! Recently my friend and co-worker, Kinsey, started her first blog Sincerely, Kinsey. As she prepared to start her blog and developed it for the first six months I had a chance to mentor her a little bit. In this article I'll share the advice that I gave to Kinsey and she will share about her experiences and perspectives as a brand new blogger with you too! "Stakeholder Development": Using Customer Development on Internal Stakeholders In my last post, I introduced the Product Canvas — my iteration of the Business Model Canvas — as a simple and quick way to capture my idea for a product. I’ve also used it as a communication tool to share my product vision and get early feedback, which is critical in the beginning stages of exploring a new product opportunity. I’ve been sharing the Product Canvas with anyone who’s asked, and early feedback has been encouraging. One of the biggest things that seems to be resonating with folks is the Key Stakeholders box. Look, I’ll admit, managing stakeholders is cumbersome, tiresome, and at times a pain. There, I said it.
What is service design? Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. The purpose of service design methodologies is to design according to the needs of customers or participants, so that the service is user-friendly, competitive and relevant to the customers. Service Design Definition During the last three decades, economic conditions have changed fundamentally in western industrial nations. Without doubt, a fundamental change from a manufacturing society to an information- and service-based economy is discernable.