Retail banking has changed significantly in the past fifteen years, with the standard operating model now including touchpoints and technologies far removed from traditional counter-based transactions. A recurrent focus on the customer is at the core of these changes, according to a recent post.
Designing and delivering customer-focused services relies on a deep understanding of the customers themselves. Personas are one technique to reach this goal, but tell only one side of the story. Experience maps — on the other hand — put the journey and experience of customers in the context of the service.
Well-recognized for decades, design management has paved the way in establishing the value of design in business success, through defined practices and an active community of practitioners. What learnings from the field can be applied for design projects in the digital and multi-touchpoint world?
Our experience has taught us that ad hoc design efforts within the enterprise environment are often doomed to fail. Success in planning and implementing design-based change requires a structured, repeatable and process-based approach. Design models and methodologies provide just this.
As a discipline, service design continues to earn greater attention within the design and business communities, but what’s happening in academia? In Delft, one university is looking at what role industrial design education has in educating future service designers.
Milan Guenther’s recently-published “Intersection: How Enterprise Design Bridges the Gap Between Business, Technology and People” takes an in-depth look at the broad set of disciplines and techniques that fall under the term “enterprise design” – a subject close to our heart.
Recently we’ve looked at the business aspects of UX management, from the characteristics of successful UX teams, to the role of the UX manager itself. An in-depth look and analysis of UX management itself seems in order.
Recently we looked at UX management, and the characteristics that bring success to the activity. To continue that theme, we decided to look at the role of the “UX Manager” itself, and see how the role is described in job listings. What can be learned from a quick survey?
Last week we looked at the role of UX managers and the important responsibility they shoulder within organizations. Now lets step back from that single role and look at the UX team itself. What can be learned about how it is composed, and what criteria determine its success?
Enterprise software is big business. It underpins the corporate world, counts untold end-users, and represents a significant chunk of IT spending. But enterprise software vendors often fail to apply the tried-and-tested methods of customer experience design to the way in which they get their products to market. Julie Hunt thinks they’re missing an opportunity.
At Informaat, our methodology hinges on the use of prototypes, and not only for their technical value. In this academic paper, the authors review recent literature and outline a list of benefits that a prototype provides, focussing especially on business value.
Investing in usability, user interface design and user experience pays off for many companies. And not just only for consumer electronics companies. Products and services are on a road to failure if important user aspects are not addressed properly. An article from Peter Eckert provides several compelling business cases showing investments in all things user are very profitable: input $1 / output $2-$100.