CX Design Archives - Page 3 of 5

Marketing Through Valuable Experiences

Sep. 27, 2017 by Kerry Bodine

I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several years old at that point, but their ideas made me want to jump out of my seat with joyful cheers: “To be clear, we’re not talking about ‘experiential marketing’ — (Read More...)

Congratulations To The Service Design Award Finalists of 2017!

Sep. 8, 2017 by Kerry Bodine

I’ve had the honor and pleasure of serving as the head of the jury for this year’s Service Design Awards. As a jury member since the inception of the award in 2015, I’ve seen a steady increase in the quality of the award submissions—and this year was no exception. I was particularly impressed with the (Read More...)

How “T-Rex Arms” Help Uncover Rich Customer Insights

July 11, 2017 by Amelia Sizemore

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. The five customers in my group were in the midst of a warm-up activity we often use to precede journey mapping proper—brainstorming and prioritizing the ways in which they interact with an organization, in (Read More...)

In Between Design Thinking And Design Doing

June 22, 2017 by Kerry Bodine

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

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...)

Customer Experience & Service Design: Let’s Be BFFs

June 12, 2017 by Kerry Bodine

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

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...)

Want To Sell Service Design? Get A Trojan Horse

Mar. 8, 2017 by Kerry Bodine

I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. In fact, I’ve spent a significant amount effort over the past five years helping companies understand what service design is and (Read More...)

3 Steps To Better Customer Research

Oct. 13, 2016 by Kerry Bodine

In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities (Read More...)

Long Live The Service Design Agency

Oct. 12, 2016 by Kerry Bodine

For decades, designers have lamented that the business world didn’t understand or respect design. We howled didn’t have “a seat at the table.” We wondered when—or if—the tide would turn. We needn’t wonder any longer. Business-focused media outlets like Business Week, Forbes, Harvard Business Review, and even The Wall Street Journal regularly publish articles about (Read More...)