Chris OliverLou Downe is coming out with a sequel to the excellent Good Services book, Bad Services: How to Fix Services That Don't Work.
David O'BrienThis is an exercise I like to run at the start of any project.
The exercise is simple; get the whole team – devs, testers, writers, designers, stakeholders, literally anyone you can round up – together, in-person or virtually, and ask the question:
Who are we willing to exclude?
#Inclusion #accessibility #serviceDesign
https://design.scotentblog.co.uk/who-are-we-willing-to-exclude/
Historically, we’ve used Google Analytics to measure usage of this website.
GA has some advantages: it’s free, for a start, and it’s also the default industry standard. Even gov.uk uses it.
But it also has some, in my opinion, fairly major drawbacks.
So I’ve been thinking for some time that it would be good to be able to find an alternative that addresses at least some of the issues.
Simon WhatleyPeople keep using tools they openly complain about. Why?
Switching costs. Not just money. They include:
- Data locked in proprietary formats
- Muscle memory and habits
- Integrations with other systems
- The cognitive cost of learning something new
A better service doesn't automatically win. It has to be better enough to overcome all of that friction.
What switching costs are your users carrying?
In my experience, service design is mostly about telling – and selling – stories.
Telling the stories of people we’ve met through user research helps us make sure our UX designers and developers and content designers can update our services in ways that accommodate those needs. And mostly, that works out fine.
But sometimes, we have to sell a story.
https://design.scotentblog.co.uk/storyboards-for-service-design/
Manish Ahuja🎁 P.S: Check the comments for some daily free goodies 🎁
Keep Going Keep Growing 🚀
#customerexperience #customerloyalty #businessgrowth #brandtrust #servicedesign #customerjourney
[customer experience; customer loyalty; business growth; brand trust; service design; customer journey] https://mastodon.social/@MrEmogical/116197220566263095
How we improved the exporting user journey on the Scottish Enterprise website
How we improved the exporting user journey on the Scottish Enterprise website | Scottish Enterprise Design blog
We recently redesigned the exports and international markets section of the Scottish Enterprise website. Our goals Raise awareness of our exporting expertise and support – in order to help more businesses, we needed them to be aware of what support they can access through us Create content that is relevant and useful to exporters and potential exporters … Continue reading "How we improved the exporting user journey on the Scottish Enterprise website"
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Try to describe what users achieve without mentioning the product.
Not "they submit a form" but "they get confirmation their case is progressing."
Not "they book an appointment slot" but "they get reassurance about something that's been worrying them."
That gap between what the service does and what the user gets is where value proposition lives. Features can be copied. The job, in context, is harder to replicate.
What job does your service actually do?