10
Jan 17

Service design: the process and the effects on customer service

The big digital platform providers are telling us we have moved into an experience economy. One only needs to look at the growth and impact of user experience on businesses to know the emerging impact of service design. Service design is the idea that all business processes and customer interactions are designed to fulfil customer … Continue reading Service design: the process and the effects on customer service

28
Jan 16

User Centred Design and Defining your Narrative

Innovation and positive change in organisations requires a vision to present the future or end state, and its benefits. User Centred Design and storytelling is key to this. The process The research and concepting phase is key to delivering a solution that solves a customer or business problem and User Centred Design (UCD) has become … Continue reading User Centred Design and Defining your Narrative