pieces from service design, cx/ux, design thinking, experience research –

The blog for
experience
innovators

September 21, 2020

Contextual interviews: Understanding employees in their work context

Pranjali Pachpute
Pranjali Pachpute
two people sitting on a bench, the sun is setting
September 8, 2020

10 tips on how to create a customer journey map that provides real insights

Katharina Rainer
Katharina Rainer
journey map visualizing a creative process
September 6, 2020

Make a content wish!

Cambrian Berry
Cambrian Berry
motivating sign of learning
August 18, 2020

Upcoming: Ask Marc about stakeholder maps

Katharina Rainer
Katharina Rainer
Podcast microphone with sprinkles
July 10, 2020

Ask Marc – about journey map repositories

Marc Stickdorn
Marc Stickdorn
journey map hierarchy
June 10, 2020

A map is a map: how understanding geographical maps helps us create better journey maps

Michael Steingress
Michael Steingress
close up of an antique map
June 9, 2020

Smaply's hottest features

Klaus Schwarzenberger
Klaus Schwarzenberger
visualization of journey map
May 13, 2020

Employee experience: Shaping new work practices

Melina Savvidis
Melina Savvidis
person with headset sitting at a desk

Journey Mapping

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journey map visualizing a creative process
September 8, 2020

10 tips on how to create a customer journey map that provides real insights

At the first glimpse, creating a customer journey map seems to be an intuitive thing. You’re working on projects related to customer experience every day and have a clear gut feeling about the customer journey anyway. So all you need to do is to use that paper template and some sticky notes to bring your thoughts on paper, right? Well... No. 

Katharina Rainer
Katharina Rainer
journey map hierarchy
July 10, 2020

Ask Marc – about journey map repositories

In this session we talked about hierarchies of journey maps, how they can complement each other, also between different departments and the challenges of implementing such a method in organizations.

Marc Stickdorn
Marc Stickdorn

Experience Research

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two people sitting on a bench, the sun is setting
September 21, 2020

Contextual interviews: Understanding employees in their work context

This case study shows how contextual interviews together with other research methods helped to understand people’s work environment, experiences, and pain points of delivery folks of gas cylinders. The study highlights the value of the triangulation of research methods.

Pranjali Pachpute
Pranjali Pachpute
experience research toolkit
July 2, 2020

Free toolkit: experience research

Dig into the methods and practice of researching and improving experiences with cheat sheets, case studies and other learning resources.

Katharina Rainer
Katharina Rainer

Case studies

See all case studies
two people sitting on a bench, the sun is setting
September 21, 2020

Contextual interviews: Understanding employees in their work context

This case study shows how contextual interviews together with other research methods helped to understand people’s work environment, experiences, and pain points of delivery folks of gas cylinders. The study highlights the value of the triangulation of research methods.

Pranjali Pachpute
Pranjali Pachpute
journey mapping in telecommunicationn
March 19, 2020

Case study: journey mapping in telecommunications

In this article, the Customer Experience Manager of Totalplay, a telecommunications provider based in Mexico, shares how they used journey mapping to improve the customer journey.‍

Gustavo Rosas
Gustavo Rosas
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