Alle Birds posts over: Touchpoints
Besides experience design, we consider ourselves part of the service design community. As the experience and service industries grow, expertise in service design has become increasingly relevant for us. Some of our knowledge, insights and competencies are derived when companies and practitioners collaborate with academia, and those results are shared. At an event such as ServDes2014 (9-11 April, Lancaster UK), relevant and interesting research information is presented, discussed and shared. We picked five papers from the conference proceedings that we felt are especially relevant.
Customer journey maps provide insight into a customer’s interaction with a service over time, and present that information in a clear, chronological view. But the right approach is crucial in order to get the best value out of these maps.
Designing for customer experiences is not about the design of a single product, service or platform anymore. It’s about designing for ecosystems. In these ecosystems, we focus on touchpoints, each with its own specific role, strength and behavior. Therefore, we must approach such an ecosystem of touchpoints with a systems thinking viewpoint and consider them […]