Service Design
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A Practical Guide To Conducting Contextual Inquiry
In a contextual inquiry, also known as contextual interviews, researchers observe participants as they perform tasks while explaining what they’re doing. Researchers may also ask clarifying questions during the process. These interviews take place in the user’s environment, blending observation with traditional interviews. This approach gives researchers a rich, detailed view of how customers interact…
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Inside Out: The Service Design Advantage In CX
Organisations today are keenly aware of the importance of improving CX. Yet, many approach this goal with a narrow focus, addressing only the most apparent issues rather than looking at the bigger picture. This limited approach often leads to short-term fixes that don’t yield the desired results. To truly elevate CX, organisations must start with…
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For A Great Service Blueprint, Start With Your Customer Journey Map
IDEO describes Service Design as a craft of bringing together human, digital, and physical interactions to create a truly differentiated experience for customers. How is this achieved? Through the use of a service blueprint that pulls together the business’ processes, systems and tools, all centred around its customers. This ensures that every interaction at each touchpoint –…
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Six Applications Of Design Thinking For Better Customer Experience
Design Thinking is rooted in empathy and iterative learning, which are essential for businesses to truly understand their customers’ viewpoints. The method guide its users towards making not just small improvements to their existing product or service, but also fundamentally changing how they interact with their users, in this case, their customers. As a design…