In the upcoming session, we'll talk about the (non-)differences between experience design, service design, design thinking, UX design, CX management, or however you call what we’re doing…
In this session, we talked about the what and why of stakeholder maps, how to create and analyze them, and other types of system maps (value network maps and ecosystem maps). Also you'll get to know different use cases of stakeholder maps.
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.
In this session we give an introduction on how to do experience research. We talk about the differences of qualitative and quantitative research and why both of them are interdependent and crucial for an organization. And of course we answer all user questions, such as when to use which UX research methods, examples of ethnographic research and how to calculate the cost of research methods.
In this session we talked about how to use multiple personas on one journey map to compare their experience. Also we included stakeholder groups into the discussion and learn how backstage activities and service blueprints are connected to personas.
In this session we talk about how personas differ from market segments and other constructs, how to create and update them, and how to successfully embed them in organizations.
In this session we talk about journey map operations, a customer-centric management tool for agile organizations and answers user questions on how to embrace this approach in an organization.
This episode is about the Service Design Global Conference 2019, news from the service design field and learnings and insights from recent developments.
In this session we talk about employee experience: how to research employee experience, how to build trust and how to start with employee journey management.