And and, not either or – Service and proposition design
Digital platforms have enabled us to work increasingly remotely, distributed, and asynchronously. As a result, the content of our communication is becoming more visible and persistent. What does our digital activity “say” about us, in the moment and accumulated over time?
Even without the new context imposed by COVID-19, hiring and onboarding processes are already exciting and stressful processes for new employees, with many highs and lows. A good or bad employee experience increasingly affects the “brand” of organizations…
The whole world is currently engaged in a social experiment to reorganize around the COVID-19 pandemic. Organizations are adapting quickly to the new normal, and they are seeing their workforce pivoting to work productively from home. I interview Professor Marleen Huysman on how COVID will change how we work.
Trello is useful for just about everything from analyzing interviews, to developing journey maps or service blueprints, to organizing todo lists. Here’s a workflow that I’ve found works well for analyzing and synthesizing user research.
Eatsa has taken cringe worthy experiences, e.g. fast food, order kiosks, loyalty programs, and transformed fast food. Each touchpoint in the Eatsa ecosystem is seamlessly coordinated and points toward a future of service and automation, today — it’s an exciting and thought provoking proposition.
There’s a cadence and flow to customer journeys. Manage expectations, keep the customer’s psychology in mind — deliver on your brand promise, but also design for unexpected moments of delight, and make sure to end on a positive note!
UX is key to build customer empathy, to leverage appropriate growth channels, and ultimately, reach product-market fit. If startups don’t already have UX in their DNA, they might not yet value, or have the know-how incorporate a user centered approach into their core process.
This lamp design is an example of my design philosophy: capitalize on serendipity, re-mix, and upgrade. The base materials were free from Craigslist and almost free from SCRAP.
An intro to design thinking and service design ideas through case studies for non-designers.
Intersections between art and design.
And & Design // Shauna Jin 