The Blog
What we think about Customer Journey, User Experience, Psychology and Human-Centered Design.
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.
Broken Customer Journey – HM Revenue and Customs
Attempting to pay Tax & NI online started with some great design, but ended in a disastrous customer journey.
How To Create a Buzz By Moving Chairs Around
Make a conference experience feel sold out, full, exclusive, buzzy by moving a few chairs…
Just Five Seconds To Decide
We often don’t think that hard to decide. Now we can test what we see in five seconds.
Usability Driven Off Track by Jakob Nielsen
Different perspectives on usability idea can drive it away from its initial trajectory and lose its richness.