Service Design, User Experience, Customer Satisfaction and many more
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How to improve UX with service design tools

How to improve UX with service design tools | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
How can we take the principles of design and stretch them to examine the intangible aspects of UX?

Via Mario K. Sakata
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If you are interested about using Service Design tools like Service Blueprint for your IT project, I advice you this article Putting the Customer Back in the Center of SOA with Service Design and User-Centered Design http://publications.hevs.ch/index.php/publications/show/1562

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Service Design, User Experience, Customer Satisfaction and many more
Articles about Service Design, User Experience, usability interaction design, customer satisfaction,...
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Hamburger Menus and Hidden Navigation Hurt UX Metrics

Discoverability is cut almost in half by hiding a website’s main navigation. Also, task time is longer and perceived task difficulty increases.
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How to Make Use of the User Centered Design Canvas

How to Make Use of the User Centered Design Canvas | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
UX design is not something you can do overnight. It’s a long process consisting of numerous tasks out of which each has to be thought over…
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Complete Beginner's Guide to UX Research

Complete Beginner's Guide to UX Research | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
UX research - or as it’s sometimes called, design research - informs our work, improves our understanding, and validates our decisions in the design process. In this Complete Beginner's Guide, readers will get a head start on how to use design research techniques in their work, and improve experiences for all users.

Via Mario K. Sakata
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Open-Ended vs. Closed-Ended Questions in User Research

Open-ended questions prompt people to answer with sentences, lists, and stories. Closed-ended questions limit possible answers.
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Content Strategy in Service Design

Content Strategy in Service Design | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
Yes, we said it: The two need each other. Even at the risk of sounding a bit cheesy, this is what we believe at Fjord. Considering the two disciplines are both focused on designing for the frontstage and backstage – coupled with the fact that we believe content is inherent in any service experience – it seems silly to not talk about them in the context of a symbiotic relationship.
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UX Checklists

UX Checklists - User Experience Design (UX) - Medium
A lot of people ask about blogs, books and links that will help them to keep up to date with UX Design. Some of them alr…

Via Mario K. Sakata
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Terry Patterson's comment, May 2, 11:24 AM
Great find, Mario. I think that what is interesting here is how often the landscape changes, and keeping up with this is important for many of us.
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Service Design: A Short Comparison To UX Design

Service Design is a term that comes up in almost every recruitment client meeting we have at the moment in the UX team at Futureheads Recruitment. More often than not, Service Design seems to be misused and so we've put some thoughts and references together to clarify the latest phrase to be bouncing around the UX market. 

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5 reasons why your first user research activity should be a usability test

5 reasons why your first user research activity should be a usability test | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
Contextual research is the gold standard in user research. But sometimes the user researcher is called upon to run an interview out of context. How can you structure a face-to-face interview to best help users tell their stories?
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Know the Difference between Customer Service and Customer Experience

Know the Difference between Customer Service and Customer Experience | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it

The term “customer experience” is ubiquitous in business these days. In fact, focusing on the customer experience has become the single most important way for an organization to achieve success—often becoming its key differentiator and competitive advantage. But what exactly is customer experience? How does it differ from customer service? And to what extent should your business or organization be focused on or concerned about it?


Via Mario K. Sakata
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Designing for the Apple TV

Designing for the Apple TV | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
We find ourselves in an interesting period of UI design for the big screen. With the launch of the 4th generation Apple …

Via Mario K. Sakata
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Why A/B tests are outdated — Medium

Why A/B tests are outdated — Medium | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it

You can replace your A/B tests with A/B recommendations using classification machine learning algorithms. They …

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Customer Experience Is the Future of Design

Customer Experience Is the Future of Design | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it

There was a time when businesses could depend solely on the quality of their products to bring in new business. Success came from a company’s sole focus on delivering a dependable and highly functional product/service to the market.


Via Mario K. Sakata
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The Three Views of (Information) Architecture

The Three Views of (Information) Architecture | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
Architects of buildings and of information face an identical challenge: how do you visually display an abstract concept? Dan Klyn introduces us to three views that architects use to showcase structures, and teaches us how these translate to IA.

Via Mario K. Sakata
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Comparisons of Perceptions and Behavior in Ticket Queues and Physical Queues

Comparisons of Perceptions and Behavior in Ticket Queues and Physical Queues | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
We conducted a series of surveys to understand customer preferences and patience in a ticket queue and a physical queue (stand-in-line system) and to investigate whether the assumptions used in analytical queuing models for customer abandonment behavior are realistic. Study results indicate that subjects generally prefer ticket queues over physical queues and have greater patience in ticket queues than they do in physical queues.
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What user researchers ought to know about informed consent

What user researchers ought to know about informed consent | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
Gaining informed consent is a cornerstone of the social sciences. But it is sometimes poorly practiced by user researchers. They fail to explain consent properly. They mix up the consent form with a non-disclosure agreement. And they mix up the consent form with the incentive. Improving the way you get consent will also improve the data you collect because participants can be more open and because it makes user researchers more empathic.
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Don’t design for mobile, design for mobility

Don’t design for mobile, design for mobility | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
Just when we were starting to get used to the tools, frameworks and methodologies needed to design good mobile apps, we find the device landscape is changing

Via UX Goeroe
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Des conseillers au service de votre séjour – Crans-Montana Tourisme & Congrès s’adapte aux nouveaux comportements des clients

Des conseillers au service de votre séjour – Crans-Montana Tourisme & Congrès s’adapte aux nouveaux comportements des clients | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it

Cette étude de Service Design réalisée pour Crans-Montana Tourisme et Congrès a permis de mettre en lumière le service de conseil proposé par les collaborateurs du département accueil et information. Afin d'accompagner l'évolution du métier de conseiller, une refonte architecturale complète des espaces d'accueil a été effectuée.

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Introducing the User-Centered Design Canvas

Introducing the User-Centered Design Canvas | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
The User-Centered Design Canvas is a great way to organize user research and business value in one place.

Via Mario K. Sakata
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How to Build a Customer Journey Map that Works

How to Build a Customer Journey Map that Works | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
In this article, I’ll define the nine most common components found in customer journey maps, so you can create the most effective journey map for your needs.

Via Mario K. Sakata
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Demystifying service design | O'Reilly 2016

***WATCH VIDEO: https://www.youtube.com/watch?v=_BiWguJ9F94*** Service design is a growing focus, and businesses large and small are trying to integrate it int…
Via Fred Zimny
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Service design thinking for museums: Technology in contexts

Service design thinking for museums: Technology in contexts | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
To illustrate how service design concepts can help deliver a more engaging experience in digital museum products, this paper will explore the following themes: - How adoption of service and customer experience design practices can help build better project processes, transform organizational habits, and ultimately deliver better interactive experiences to our museum visitors - Strategic planning and digital projects at the American Museum of Natural History that apply service design principles - Additional case studies of applied service design concepts - Implications of placing our museum visitors at the heart of our digital project planning - Challenges, shortcomings, and future of service design
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Designing for gestures

Designing for gestures | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
With mobile becoming the platform of choice for more users these days, gestures are becoming more relevant than ever. Those little actions that enable

Via Mario K. Sakata
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How service design helps travel brands woo seemingly irrational customers - Tnooz

How service design helps travel brands woo seemingly irrational customers - Tnooz | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
A conversation with Troy Thompson, who does service design for major travel brands through his consultancy Pattern, on what service design means.
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Virtual Reality is Starting to Knock the Socks Off Travel Industry Marketers

Virtual Reality is Starting to Knock the Socks Off Travel Industry Marketers | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it
Thomas Cook test-drove virtual reality marketing in 10 of its European retail stores last year, letting consumers try on headsets that took them on a virtual helicopter tour over Manhattan in partnership with Brand USA. 

The result: VR-promoted New York excursion revenue skyrocketed 190 percent in those locations.

Via Roland Schegg
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Expedia Relentlessly Tests the Science of User Experience and Vacation Planning

Expedia Relentlessly Tests the Science of User Experience and Vacation Planning | Service Design, User Experience, Customer Satisfaction and many more | Scoop.it

Expedia ran 1,750 A/B tests last year and used two-way mirrors to study users’ eyeballs — literally — and behavior as they meandering around site pages. It is a formula that turns into conversion — i.e. travelers clicking the book button.

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