Author Archive
Service Design – Guardian Supplement
There was a Service Design Supplement in the Guardian this morning! It’s great to see some publicity being given to Service Design, with the Guardian (my favourite paper) creating a ten page supplement. Customer Journey Mapping is one of the tools used by service designers, and to me it is the link between Web 1.0 [...]
Different Customer Journeys for Fridges, Flowers and Frocks
The idea that there might be a standardised customer journey is exasperating. Different customer journeys are taken for different products.
Usability at the Checkout – Funnel to get Sales
The first improvements you make are at the checkout.