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Join Our Upcoming Workshops in San Francisco!

June 26, 2017 by Kerry Bodine

Join Our Upcoming Workshops in San Francisco!

We’ve got a great lineup of workshops in San Francisco this coming August. And you’ve got a great reason to register this week: early bird pricing! Save $100 on our two-day workshop and $50 on our one-day workshops when you register by this Friday, June 30. Customer Journey Mapping — August 16 & 17 Whether you’re (Read More...)

In Between Design Thinking And Design Doing

June 22, 2017 by Kerry Bodine

In Between Design Thinking And Design Doing

A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film. It was impossible to remove (Read More...)

Asking Customers For Their Ideas? Share What You’ll Do Next

June 20, 2017 by Amelia Sizemore

Asking Customers For Their Ideas? Share What You’ll Do Next

Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited. But often our clients are most worried about over promising the actions they’ll take after customers go home: How do we solicit feedback (Read More...)

Hypothesis Journey Maps: Necessary AND Dangerous

June 19, 2017 by Kerry Bodine

Hypothesis Journey Maps: Necessary AND Dangerous

I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question. But it’s actually not a matter of which one is more effective. In fact, both types of (Read More...)

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How To Choose A Persona For Your Journey Map

June 14, 2017 by Kerry Bodine

How To Choose A Persona For Your Journey Map

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this? Quite simply, different (Read More...)

Customer Experience & Service Design: Let’s Be BFFs

June 12, 2017 by Kerry Bodine

Customer Experience & Service Design: Let’s Be BFFs

For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership The two (Read More...)

Call for Entries! Service Design Award 2017

June 7, 2017 by Kerry Bodine

Call for Entries! Service Design Award 2017

For the past two years, I’ve participated as a member of the jury for the Service Design Award, presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about (Read More...)

Journey Mapping Q&A: Customer Recruiting

June 6, 2017 by Amelia Sizemore

Journey Mapping Q&A: Customer Recruiting

We learn something new every time we facilitate a workshop with customers. Often our new learning is about the challenges of customer recruiting—and ways to overcome them. For example, to ensure that customers at a recent workshop showed up on time, we told participants that everybody who arrived 15 minutes early would have their name (Read More...)

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