http://www.servicedesigntools.org/tools/8
Related: Supports pour FerrerPromised an experience; given a map: Filing a Tax Return Experience Map (Part B) « In my last post: Promised the world; given an atlas: A personal service experience (Part A) I shared my service experience as I attempted to file a tax return online in a new country. In this post I share how I captured that research as a Customer Experience Map. Interestingly as I worked on the mapping, it emerged that this post and the experience of capturing the experience provided additional sub-parts that have occupied my thinking. Therefore Part B consists of two sub-parts: The presentation of a map of current state experience, fully prefaced with a raft of disclaimers to qualify its existenceA postscript on the daily, sometimes hourly, round of inputs from other designers, design thinking, stimuli.
Mapping out mobility, workshop @ LIFT FRANCE 2011 Mapping out mobility, a radical idea in 2015? On the past 6th to the 8th of July 2011, took place the Lift 2011France, in Marseille, where Utilisacteur held a 3 hours workshop around the methodology Kahn & associates / Utilisacteur mixing information design and service design. We counted in the room various and complementary profiles, like « La Poste innovation », the INRIA, Bouygues telecom Innovation, the Chronos group, the « Cantine Numérique » from Rennes, local communities: Rennes, Grand Lyon, CG Marseille, service designers, engineers, associations and experts of transport. Can virtual reality give retailers an edge over e-commerce with interactive in-store experiences ? Virtual reality is set to revolutionize the retail world by seducing shoppers with interactive and innovative in-store experiences. Could it be a tipping point to help retailers better compete with e-commerce giants? A look at how VR can engage customers and drive sales. Up against the availability and ease of online retail, stores need a unique advantage to win points with demanding consumers. Fast forward to a future where retail has been dramatically transformed, letting shoppers try and use products in ways like never before to make shopping an exciting and entertaining activity. How?
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.
Learn to Create. Influence Change. “We prepare designers for a world in which virtually anything from sensor networks to interactive surfaces to entire cities may be the next medium or platform of communication. We offer an educational experience for individuals who relish a complex challenge.” Degree: Master of Fine Arts 6 Ways the Internet of Things (IoT) Can Help Your Ecommerce Effort The advent of Internet of Things (IoT) devices has brought with it a corresponding shift in the ecommerce space as consumer lifestyles keep changing and becoming more adaptive. Similarly, the increasing rate at which online shoppers have adopted the internet has seen ecommerce grow steadily, and is expected to be the future of retail as most of the growth is happening in the digital space. In 2016 alone, according to Statista, global sales for retail ecommerce were recorded at a whopping $1.85 trillion and are expected by 2021 to reach $4.88 trillion. Retailers are also readying themselves to adopt Internet of Things in a bid to improve the experiences of consumers across the world. This just goes to show that both ecommerce and retail sectors need to stay on top of trends in the digital marketing space to stay profitable and competitive.
Creating Your Own "Customer Journey Map" This week we have talked about Servant Selling in a Competitive Environment and how to use outstanding service as a competitive advantage. Customer Journey Mapping is yet another way to examine the experiences you are giving your customers and map out ways to improve that service. As you work through the map, initially resist the urge to include the service other people in your organization are giving. Focus on the the things that happen on your watch first. In latter posts I will talk extensively about ways you can raise the level of service in other departments of your organization. Make sure you are a model of service before you begin to help others.
Service design is Dead. The New Product is Alive. So, I changed my job title a few months ago. I dropped the ’service’ bit. I’m now just Sidekick’s Design Director. I’m now MASSIVELY EXCITED about a new thing – designing products. But not your old products. Identify Your Buried Treasurepoints with a Touchpoint Map The other day I came across a discussion thread on LinkedIn. Several thought leaders in the customer experience management field have weighed in and shared some thought-provoking commentary, which, in turn prompted me to create this post. So, what do you think? Customer journey mapping: Mapping out customer experience excellence Customer journey mapping could hold the key to analysing and improving the customer experience. Only recently a report from the Cabinet Office recommended CJM for authorities to provide a more efficient and cost-effective service. Arne van Oosterom outlines how it can help organisations - and lists the 10 key ingredents to a customer journey map. A product or service is merely a means to an end. The real deeper value lies in the story attached. I don’t want to own a coffee maker - I need to wake up early with a little help from a cup of coffee.
& Service Blueprinting « See also: Customer Experience Mapping & What follows is my approach to service blueprinting. It’s a companion technique and output to customer experience mapping. And as with experience mapping it doesn’t and can’t exist in isolation from other techniques. Both blueprint and map provide a tangible means for businesses to assess the impact of change on customers and services. What is a Customer Experience Map? Although you may not want to admit it, your customers have probably at one time or another experienced some type of pain while doing business with your company. It could’ve been a minor inconvenience, rather than a huge deal-breaking issue, but any way you look at it, it’s pain. So, ask yourself these questions: Can you clearly pinpoint where the customer pain points are in your organization?
Cooking Up a Winning Customer Journey Map At Touchpoint Dashboard, our goal is to take the guesswork out of the customer journey mapping process and put you on the road to success. We know you have questions, and we want to help. That is why we’re offering free tutorials that cover a wide range of customer journey map-related topics. We want to be your go-to resource for your customer experience and journey map needs. So, check back often and leave your comments. 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.