Kerry Bodine, Author at Bodine & Co.

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...)

How To Map Long, Amorphous Journeys

June 5, 2017 by Kerry Bodine

In my last post, I mentioned that some of my early journey mapping clients were investment firms that wanted to map journeys like “saving for retirement” or “building financial wealth.” These journeys were of obvious importance to my clients: By understanding customers’ mindsets and needs along the way, they could help them save more and (Read More...)

Which Customer Journeys Should You Map?

June 1, 2017 by Kerry Bodine

Where should you start your journey mapping efforts? If you don’t know the answer, you’re not alone. Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could possibly have with their organization—a daunting task, indeed! I can’t say you should never map the full (Read More...)

New Customer Experience Workshops Announced!

May 2, 2017 by Kerry Bodine

I’m excited to announce two additions to our 2017 workshop lineup! NEW! Brand Experience Please contact us to schedule your private workshop. We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into a one-day workshop. In this interactive workshop, we’ll help you examine your organization’s brand from the outside in (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...)

How To Use Our FREE Journey Mapping Template

Feb. 7, 2017 by Kerry Bodine

When you’re developing your journey maps, it’s important to remember that one journey map template will not meet all your needs. You need to tweak (or sometimes completely redesign) your journey map based on two key considerations: What kind of story you want to tell. You might want to show the pain points and highlights (Read More...)

3 CX Lessons To (Re)Learn From The 2017 Super Bowl Ads

Feb. 6, 2017 by Kerry Bodine

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. And yet, errors and missed opportunities abounded in last night’s game. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! 84 (Read More...)

FREE Journey Mapping Template

Feb. 3, 2017 by Kerry Bodine

A while back, someone asked me on Twitter whether or not you could create effective journey maps in PowerPoint. My answer is an emphatic “yes!” Here’s why: PowerPoint is robust: Sure, PowerPoint doesn’t have all the fancy bells and whistles that design programs like Photoshop and Illustrator do—but as you can see in the image above, (Read More...)

WEBINAR: Elevating Service for the Connected Customer

Feb. 2, 2017 by Kerry Bodine

Salesforce Research’s Second Annual State of Service study surveyed over 2,600 global service professionals to understand what trends are driving the future of customer service, and what practices set high-performing teams apart from the rest. Join me, Vala Afshar, Chief Digital Evangelist at Salesforce, and Peter Gaylord, Senior Director of Salesforce Research, for an interactive presentation as (Read More...)

2017: The Year Of The Journey

Jan. 23, 2017 by Kerry Bodine

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore. When I recently met with a group of three dozen cross- industry customer service, operations, and technology professionals, most of their eyes lit up when I mentioned journey maps—and several (Read More...)