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UX writing versus microcopy - UX Collective
Tries to delineate differences in terms and roles on #product user experience teams: UX writing, #content strategy, microcopy... within the context of #UX #design #technical #writing
ux  user  experience  writing  content  strategy  product  microcopy  definition  pointofview  research  role  team  design  journey  technical  csr19 
15 days ago by csrollyson
The next-generation operating model for the digital world | McKinsey
Relatively concise article synthesizing how to integration #digitization #automation #analytics around transformation, all rooted in #customer #journey #mapping #experience #cx
customer  Experience  journey  map  digitization  automation  artificial  intelligence  silo  system  thinking  analytics  howto  2017  csr19  service  design 
7 weeks ago by csrollyson
10 Types Of Writing For eLearning
Nice review w good examples: #instructional #designer oft use these types of #technical #writing #elearning
technical  writing  elearning  instructional  design  howto  example  type  definition  reference  communication  csr19 
9 weeks ago by csrollyson
Software Documentation and Training Case Study - Info Pros
Concise #technical #writing case study transforms #software company’s development of onboarding, user guides, documentation, help
technical  writing  communication  casestudy  csr19  software  documentation  onboarding  guide  single  sourcing  team  transformation  service  process  design  user  bullsi 
9 weeks ago by csrollyson
5 Best Practices to Build a Customer Success Journey Map | ClientSuccess
Good idea, but the "map" is firm-focused, not #customer #centric. Better is a #service #blueprint, which contains customer #journey #map and firm front & back stage support processes #design
customer  success  journey  map  alignment  silo  client  structure  marketing  sales  support  product  implementation  service  design  blueprint  csr19 
june 2019 by csrollyson
How to develop exceptional digital experiences at velocity
I love this => Emphasizes impact of front and back stage on #customer #experience + How to build your #service #design #consulting practice by scoping projects in front stage before tackling back stage complexity + great #airline example #CX
service  design  consulting  front  back  stage  blueprint  journey  customer  experience  map  digital  application  coordination  theater  example  disney  airline  strategy  complexity  howto  privacy  tablet  flight  attendant  csr19 
june 2019 by csrollyson
What the (bleep) is Service Design, anyway?
Useful: #service #design consultant on the emerging field and how his global consultancy uses it with clients + examples
service  design  introduction  pointofview  definition  example  front  back  stage  disney  fsi  office  transit  human  customer  centricity  experience  journey  csr19 
june 2019 by csrollyson
UX Mapping Methods Compared: A Cheat Sheet
Superb #CX reference: Compares #Empathy #Journey #Experience #maps and #service #blueprint and describes how each functions
journey  experience  empathy  map  service  design  blueprint  comparison  bullsi  reference  user  customer  howto  example  2019  Q2  image  csr19 
may 2019 by csrollyson
Designing for AI-enhanced Experiences
How to use #design #principles to open the black box and empower users of #AI applications: 5 concise examples in #travel #healthcare #investment #CX
artificial  intelligence  design  user  interface  transparency  empowerment  travel  healthcare  investment  csr19  customer  experience  example  application  Algorithm 
may 2019 by csrollyson
5 Strategies for Building on Journey Mapping Success
How to create serious value from #journey #mapping: Specific ways to act on maps to move the ball + suggests pitfalls that oft befall teams #CX #digital #transformation #customer #research
journey  map  implementation  action  howto  usecase  example  tactics  storyboard  concept  drawing  visualization  prototype  design  pitfall  touchpoint  priority  hypothesis  future  white  space  vision  innovation  transformation  roadmap  orchestration  team  organization  customer  experience  research  agile  csr19  bullsi 
may 2019 by csrollyson
4 Ways an Experience Strategy Can Help You Right Now
4 useful use cases for #Experience #strategy include #digital #transformation, #wealth #management #FSI #Design #CX
digital  customer  user  experience  strategy  usecase  example  value  proposition  bank  mobile  website  application  dashboard  omni  channel  fsi  design  transformation  sense  respond  management  csr19 
may 2019 by csrollyson
Home - TandemSeven - The Experience Innovation Company
Customer experience #design firm with robust proprietary software to automate #journey mapping #persona development implementing #CX #transformation
design  customer  experience  management  consulting  firm  chicago  boston  london  Newyorkcity  csr19  journey  map  enterprise  software  persona  transformation 
may 2019 by csrollyson
Mapping the Patient Journey: A Case Study
Very useful: How to use and design #patient #experience #journey #maps to put touchpoints into a narrative and identify breakdowns. How to design the map + example #agile #digital #ethnography
healthcare  patient  journey  map  casestudy  bullsi  howto  design  value  proposition  provider  touchpoint  social  media  medical  urology  persona  csr19 
may 2019 by csrollyson
On the Road - Inova Fair Oaks Hospital - The Beryl Institute - Improving the Patient Experience
Inspiring #casestudy of a #patient #experience #journey initiative at a Virginia #hospital + example #service #design artifacts #healthcare #cx
patient  customer  experience  journey  map  example  casestudy  hospital  virginia  emergency  hall  collaboration  reflection  healthcare  service  design  csr19 
april 2019 by csrollyson
Touchpoint | Service Design and CX: Friends or foes?
Spring 2016 Touchpoint focuses on similarities and differences b/t #service #design and #customer #experience #CX
service  design  touchpoint  customer  experience  journal  Q2  2016  comparison  pointofview  marketing  advertising  model  philosophy  approach  Insight  csr19 
april 2019 by csrollyson
Ultimate Guide to Customer Experience Mapping: How to Map the CX from Start to Finish – NGDATA
Superb post compares #customer #experience maps to #journey #maps, shows when to use each, then how to build #CX map; BTW #agile #digital #ethnography speeds & improves this process
customer  experience  map  journey  comparison  reference  bullsi  csr19  howto  value  proposition  2017  data  social  media  sales  retail  transaction  example  template  omni  channel  touchpoint  emotion  research  persona  interview  forum  support  call  center  design 
april 2019 by csrollyson
Suck Less, One Touchpoint At A Time
Improving #customer #experience need not be dramatic to have impact: Airline redesigned their boarding pass. Agile digital #ethnography efficiently discovers customer friction #cx
customer  experience  touchpoint  service  design  airline  example  interaction  csr19 
april 2019 by csrollyson
Attention, Filmmakers: Your Website Sucks! | IndieWire
Focused on #indie #film websites but hooks into overall marketing & #distribution strategy #kudos
independent  film  marketing  distribution  audience  plan  strategy  website  email  list  gotcha  pitfall  design  reference  exceptional  howto  guide  social  media  goal  personality  user  experience  global  rights  management  19eyz  Business 
april 2019 by csrollyson
Common Mistakes During Customer Journey Mapping
How many of these do you know? Very useful post reveals common #journey #map #pitfalls - No.1 is having too much product focus #cx [commented]
journey  map  howto  pitfall  list  csrblogcomment  q2  2019  product  brand  emotion  model  design  research  exception  csr19  customer  experience 
april 2019 by csrollyson
The Design Firm Is (Walking) Dead - Core77
On-point observations about the sunsetting of pureplay service design firms
service  design  reference  professional  pointofview  2015  firm  acquisition  analysis  client  enterprise  example 
march 2019 by csrollyson
Our Focus Areas | Rightpoint
Rightpoint has morphed into a CX and design agency
customer  experience  design  agency  chicago  usa  csr19  strategy  insight  Research  consulting  firm 
march 2019 by csrollyson
CLEVER°FRANKE - Approach
Design firm uses data analytics to inform its strategy and design services
design  customer  user  experience  data  analytics  chicago  utrecht  digital  csr19  consulting  firm  agency 
march 2019 by csrollyson
The Re-Wired Group
Michigan-based #JTBD consultancy serves a wide spectrum of clients, focused on #JTBD for #innovation #product #development #cx
jtbd  consulting  firm  michigan  innovation  product  design  customer  user  experience  Research  csr19 
march 2019 by csrollyson
Personas vs. Jobs-to-Be-Done
Very useful comparison of #JobsToBeDone and #personas for #customer & #user #experience - shows each artifact's strengths/weaknesses + how to use them together #JTBD #CX
jtbd  design  customer  user  experience  csr19  outcome  persona  comparison  service  bullsi  reference  howto 
march 2019 by csrollyson
Visual Guide to Customer Journey Mapping Process
Good detail of analog trad process of #customer #journey #mapping + compares journey maps to #service #blueprint experience maps, others #CX #research
service  design  customer  user  research  journey  map  howto  guide  blueprint  comparison  experience  process  marketing  automation  value  proposition  csr19 
march 2019 by csrollyson
Research Methods - This Is Service Design Methods [Book]
Superb outline of service design research methods: The best summary of #ethnographic #research of #digital #social I've seen #CX #customer #experience
ethnography  course  description  bullsi  reference  digital  service  design  howto  csr19 
march 2019 by csrollyson
One Syrian refugee’s story: From civil engineer to daycare owner
A story of ingenuity: Syrian engineer and her husband open daycare in Gaziantep, near the border: #Syrian #refugees as entrepreneurs
syrai  refugee  turkey  story  engineer  mother  father  daycare  business  entrepreneur  children  song  design  19eyz  bullsi 
march 2019 by csrollyson
What Is an Empathy Map?
Short & sweet: How to use #customer #empathy #maps + example & tools #CX #journey
customer  journey  service  design  blueprint  empathy  map  example  howto  csr19  digital  analog 
february 2019 by csrollyson
Vote On The 2018 AIGA Chicago Board Slate | AIGA Chicago
The only mention about design ethics at AIGA, it's a new committee
design  ethics  organization  association  chicago  chapter 
february 2019 by csrollyson
Customer Journey Map | Service Design Tools
Reference service design site: 3 real analog example #customer #journey #maps + links to storyboards, service blueprints
customer  journey  map  example  service  design  reference  tool  europe 
february 2019 by csrollyson
How to create a customer journey map | MyCustomer
Solid all around: Why and how to build a #customer #journey #map + supporting artifacts #service #design #CX
customer  journey  map  howto  service  design  blueprint  stakeholder  q3  2018  value  proposition  collaboration  research  ethnography  social  media  interview 
february 2019 by csrollyson
How to Create an Effective Customer Journey Map [Examples + Template]
Simplistic but still useful explanation of customer #journey #map value proposition and how to create maps + templates #CX
journey  map  customer  experience  service  design  example  value  proposition  reference  template  b2b  b2c  restaurant  realestate  model  howto  marketing  ecommerce  website  blueprint  csr19 
february 2019 by csrollyson
Service Design: Consumer Journey Mapping
Why and how to use #journey #mapping for customer experience improvement #cx + examples #service #design #CX
service  design  customer  experience  journey  map  persona  value  proposition  example  process  transformation  omnichannel  csr19 
february 2019 by csrollyson
Privacy-by-design in big data analytics and social mining | SpringerLink
Discussion and how to #design #privacy into #data #analytics projects to practice #ethics mitigate risk - several #usecases
privacy  design  data  analytics  ethics  bullsi  paper  usecase 
february 2019 by csrollyson
5 Tools That Use Big Data For Social Media Optimization
Highly curated list of platforms that emphasize #bigdata in the #design & #engineering of their social analytics
social  media  data  analytics  big  design  engineering  q4  2018 
february 2019 by csrollyson
Enjoying the Process of Home Cooking | EWG
Fantastic helpful post on intelligent cooking and design.
cooking  science  efficiency  joy  howto  exceptional  research  design 
february 2019 by csrollyson
Early History of the Kryptonite Bicycle Lock
The origins and early history of the Kryptonite lock, up until the K4
cycling  history  lock  security  company  invention  mechanic  design  photo  founder  1987 
february 2019 by csrollyson
New Microsoft Surface Tablet: Not Affordable and Not an iPad-Killer
Microsoft shows it’s not getting the price message, fails to disrupt the iPad/Chromebook tablet duopoly
tablet  competition  microsoft  apple  google  Q2  2018  price  school  comparison  design  hardware  software  value 
may 2018 by csrollyson
Using The Old Mac OS Is Pure Zen
Reflecting on interface design through the lens of MacOS, 1980s versions
macintosh  interface  design  Operating_systems  color  black  white  comparison  reflection  2018 
may 2018 by csrollyson
Christopher A. Le Dantec
Design professor and #cycling aficionado
professor  georgia  design  cycling  2018  q1 
march 2018 by csrollyson
Turning cities into sponges: how Chinese ancient wisdom is taking on climate change | Art and design | The Guardian
How Chinese cities use sponge + ancient design to sequester & reuse water, mitigate extreme weather; pioneer architect interview
china  wisdom  design  sustainability  architect  city  Urban  irrigation  sponge  concrete  drought  water  management  aquafer  climate  change  monsoon  asia  sequester 
march 2018 by csrollyson
Our Minds Have Been Hijacked by Our Phones. Tristan Harris Wants to Rescue Them
Ex-Google engineer wants to liberate us from #devices that are deliberately #designed to be #addictive
2017  addiction  alum  google  campaign  cause  device  application  behavior  economics  design  attention  neuroscience 
march 2018 by csrollyson
NONPROFIT TOUCHPOINTS – FOUR TIPS FOR CREATING CHAMPIONS | LinkedIn
Very useful for #nonprofit #marketers: How to use #donor touchpoints to improve donation rates
nonprofit  service  design  journey  touchpoint  bullsi  social  media  donor  fundraising  csrblogcomment 
february 2018 by csrollyson
Traffic Calming 101
Reference on concept & practice of street design to harmonize car bike & foot traffic while increasing enjoyment safety walkability
sustaindev  bullsi  europe  can  pedestrian  bike  cycling  plan  design  city  urbanism  walkable  reference  street  traffic  philosophy 
february 2018 by csrollyson
OpenImpact: Social Sector Workshops - Rustandy Center | Chicago Booth
Mentoring & formal education for social impact students; structured focus on social challenges; mixed external experts, profs
social  cause  startup  nonprofit  design  education  mentoring  university  chicago  challenge  workshop  human  centered  government  program  children 
february 2018 by csrollyson
What Went Wrong In Hawaii, Human Error? Nope, Bad Design
Superb: deconstructing faulty design behind the error producing the Hawaii missile panic
hawaii  false  alarm  missile  Q1  2018  design  system  analysis  example  exceptional  howto  human  factors  centered  menu  interface  security 
january 2018 by csrollyson
Feng Shui Colors: Find Out the Meaning of Colors and use them for your Success
Feng shui perspective in an interior design context: archetypical significance of colors + links to longer discussions of each color
color  interpretation  meaning  significance  communication  tool  fengshui  house  interior  design  reference 
january 2018 by csrollyson
Science Says Fitness Trackers Don't Work. Wear One Anyway | WIRED
Argues that fitness trackers’ poor track record ;^) due to studies’ use of old devices; app designs better plus more sensors make for better UX CX
fitness  tracker  wearable  study  workout  behavior  economics  application  design  research  motivation  example  Q4  2017  software  addiction  user  customer  experience 
december 2017 by csrollyson
Vision Zero Chicago
The mayor's coordinated plan to significantly reduce traffic fatalities in Chicago
chicago  cycling  walking  policy  challenge  website  accident  design  street  tree  mayor  17bern 
november 2017 by csrollyson
Penny-farthing - Wikipedia
The penny-farthing history & physics, plus comparison to "modern" equal-wheeled bikes
cycling  workout  17bern  bicycle  history  1800  1900  UK  USA  France  howto  physics  design  comparison  reference 
november 2017 by csrollyson
Recumbent bicycle - Wikipedia
Useful article on recumbent bikes, their history & comparisons with upright bicycles
cycling  bike  recumbent  history  design  comparison  record  speed  endurance  physics  safety  traffic  commute  city  17bern 
november 2017 by csrollyson
The epic journey of American voters – Civic Designing – Medium
A design analysis and explanation for low voter turnout: Surprise, the process is broken!
voting  usa  design  example  exceptional  process  analysis  journey  map  persona  politics  county  employment  logistics  moving  government 
october 2017 by csrollyson
Worldstudio AIGA Art Design Scholarships & Winner Profiles
Very helpful: Lists prestigious Art Design scholarships but also past winners; Gr8 for application ideas
art  design  finance  scholarship  example  16ccc  reference  bullsi  plan  apply 
september 2017 by csrollyson
Very helpful: List of #art #design #scholarships by type of art #creative ^cr
Very helpful: List of #art #design #scholarships by type of art #creative ^cr
16ccc  scholarship  finance  art  design  creative  bullsi  twt  plan  apply  select  list 
august 2017 by csrollyson
Hey #art #design #creative college students: Get this scholarship site on your radar ^cr
Hey #art #design #creative college students: Get this scholarship site on your radar ^cr
16ccc  art  design  scholarship  list  website  reference  finance  bullsi  twt  ws1  plan  select  apply 
august 2017 by csrollyson
I love this! Visual Arts Scholarships Thx @admissions411 ^cr
Fantastic list of #scholarships for visual arts college students
16ccc  bullsi  twt  plan  scholarship  art  graphic  design  list  reference 
august 2017 by csrollyson
UCLA's Aaron Yih Is Revamping the College-Visit Experience
Art/Design major founds startup to publish e-guides to visiting #college campuses, written by current students
16ccc  visit  twt  college  ucla  art  design  story  guide  entrepreneur 
august 2017 by csrollyson
Introduction to Empathy Maps
Useful discussion of #empathy #maps and how to use them for #cx
empathy  map  tool  customer  experience  analysis  howto  example  image  design 
april 2017 by csrollyson
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