The Widening Digital Divide
By Philip Watson
07.02.2020
Hello <<FIRST_NAME>>, We here at <<CORP_NAME>> hope you are keeping well and staying safe during these unprecedented times. We are writing...
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Service Design
You need more than a good product to be successful. Looking at the entire service experience is critical to ensure your audience keeps coming back for more. Our collection of Service Design blogs explores basic concepts and creation methods as well as the benefits they can bring to your organization.
Empower Your Users by Avoiding Language Ambiguity in Your Designs
By Hamilton Hernandez
08.30.2018
Many of us have experienced ambiguity in words when we hear something like “let me put you on hold for a few minutes”, “He will be back in a few...
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Critical Non-Essentials, Marginal Gains & Service Design
By Geoff McCormick
07.11.2018
With the current FIFA World Cup taking place, it seems obligatory to discuss sports — and how we, like our heroes, use their training and...
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Service Blueprinting
By Hamilton Hernandez
04.19.2018
The best cities, buildings, vehicles, and products are often the ones that have been thoughtfully and purposefully designed. Often, designers work...
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An Introduction to Service Design
By Leo Poll
10.02.2017
Why is it that we can understand what is happening to materials and technologies at a molecular level, but struggle to understand why someone...
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Why Poor Customer Experiences Are Still So Common
By Shaun Illingworth
07.14.2016
When companies fail to invest in connecting to users, the fallout is significant. In 1998 Joseph Pine and James Gilmore published “Welcome to the...
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Sorry, that wasn’t the intention
By Cindy Beggs
05.01.2014
As Canadians, we are well-known for apologizing for things even when they aren’t our fault. As human beings, we are often surprised when something...
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Service design and experience mapping: covering all service lifecycle phases equally
By Tedde van Gelderen
01.30.2014
We recently completed an experience mapping exercise as part of a recent project. It was done to help capture the company’s internal knowledge of...
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