Service Design
-
Invesco Customer Journey experiments
As a side project I saw that lots of teams were commissioning their own research on customer journeys and the overall experience of purchasing and using Invesco products. Rather inspired by Neri Oxman’s Krebs Cycle of Creativity I wanted to see if any common themes or ideas emerged.
Written by
-
Service Design at Pottermore
Pottermore had an established set of personas for their users, the challenge was to bring them to life for the management team. The easiest way was to combine personas with actual customer data, so we could work out where the pain points where for various tasks the users wanted to complete. At the time I was reading,…
Written by
-
Denkarbeit
I wish I had run more workshops at Barclays, as its a great way to get inside the teams head, and where their thinking is. These are my notes from a workshop I ran in January 2014. It is also just to enjoy ‘thinking work’. Denkarbeit. The team spend so much time creating material I…
Written by
-
ABC Design Customer Journey Maps
Well where to begin. There appears to be a lot of these being worked on at the moment, and whilst they flex and change to meet each individual projects requirements do we really have a handle on what fundamentally makes a good customer journey map.
Written by
-
Did I hear you say ‘service design philosophy’
Since coming back from holiday, I was thrown back in at the deep end doing a project which was very heavily sold to the client as it would bring them the benefits of our, ‘service design philosophy’. Now I appreciate that company processes evolve and change, so saying a company has a philosophy is a…
Written by
-
Service Design for Project Canvas for ITV
Project Canvas, (rebranded YouView) is a partnership between ITV, Channel 4, BBC, Arqiva, BT and TalkTalk, to provide catch up TV, video on demand, and regular TV through a set-top box. Seren was asked by ITV to investigate its users viewing habits and based on this research provide recommendations and concepts for the Canvas platform.…
Written by
