It’s been 18 months of building service design capability at Intuit, and it’s time for a little update. Come hear a short tale of what I’ve seen so far.
I think most people start off with some sort of dream in life as a child. Eventually, as we get older, the dreams we had become something that more resemble the memory of a dream we used to have. I’ve had one thing I want to do in life for as long as I can remember, and I think it’s time to commit to it. Otherwise, there will never be a second chance.
Working in large, complex organizations, you’re bound to have teams working across the same customer experience, but have no real synchronization or communication between them. What is the role service design plays in trying to like everyone up and work to create a more seamless, end to end experience for our customers? We might all be stuck in cylindrical work containers.
Focusing on product experience is old history. Our customers don’t receive a product, they give us the chance to provide them an ecosystem to traverse. Product design is table stakes, what matters now is the entire offering, a holistic ecosystem that must be crafted and designed. There’s a problem – who are the ecosystem designers, and what role does service design play in this scheme?
Apple’s ecosystem is hands down the most complete, end-to-end and surface-to-core consumer experience. Some like it, some don’t, but there’s no denying that it’s the pinnacle of what a service designer would seek to be a part of when it comes to designing for experiences that are boundaryless and move seamlessly across space and time.
You have their interest in service design. Now, seal the deal by illustrating why it is a good use of time… and one of the best investments one can make. So what do you actually DO once you’re onboard with the idea?
Service design is another ambiguous term that is thrown into the confusing mix with customer experience, user experience, UX, CX, SXD, SX, end to end, customer journeys… how the hell do you give someone a primer succinctly without making things even worse? Here’s just such an attempt.
I wrote an email describing what my job is today. It sounded so good, I edited it down and decided to post it here. Have a glimpse into some inner workings, and the way of the future.
Service design is a new force inside of organizations that want to start truly building and offering complete customer experiences, not just products. But overcoming the inertia that exists isn’t easy. It’s going to take a lot to get things moving in the right direction. What happens when an unstoppable force meets an immovable object?
One bad touchpoint can ruin an entire experience journey. Sometimes we can forget this, or not take it as seriously as we should. A good metaphor can help us remember, especially if it’s a little gross. Don’t be the poop in the ice cream.
The 2014 Adaptive Path Service Design Conference is wrapped up and marked a big turning point for service design at large. I was there, and so were a bunch of my small, alien friends.
One of the most influential and pioneering experience design agents is acquired, name and all, by Capital One, a bank. This is just my personal take on the matter.
User centered design is supposed to be all about the user. But it doesn’t always mean that it’s for the user’s best interest; sometimes it means that you’re using the principle to serve the business goals, not theirs. It’s an interesting conundrum.
I love what Bootstrap brings the design and development community, so I decided to do my part and help others learn and create with it in a way that is easy, visual, and laser focused.
Service design is focused on a holistic view of a scenario. But what does that mean? If you’re looking holistically, you need to look at what you have, and what you intend to design to allow something to happen. It’s not based in the experience of individuals, but instead a big collection of individuals that form a aggregate experience.
Want a job in UX? There’s no silver bullet. A lot of people have questions about how to do it, and I wish I had better answers. Here’s my own personal story of how I did it and the journey that took me here.
Come see me as a speaker at the Service Experience Conference 2014 in San Francisco. I’ll be giving a behind-the-scenes look at a service designer’s odyssey at software (and service!) giant Intuit! You’ll pay for the whole seat, but only need the edge…
There’s quote by Henry Ford about people wanting “faster horses”. There’s a problem though – Henry Ford never said it. So what was he actually solving for, and how do we learn from it?
Selling a service and experience is a new way of looking at business. By changing the language we use and the perception of why we’re engaging, the dynamic of the customer experience of our services and products shifts to serve them, not us.
It’s an interesting phenomenon, realizing that you just passed through an awesome service experience. Great ones are transparent; they just happen and you don’t have to think about it. It’s UX on the user journey. That feeling of walking in to a place where everybody knows your name.
A delightful user experience. That is what we call it. All the work and effort we put in to research, design, testing; all in pursuit of that final goal. An entire, complex UX process, yet with an outcome that can be reduced down to just one simple phrase.
Why does the Bootstrap 3 grid work the way it does? There’s some clever magic going on, and understanding why Bootstrap is built the way it is will clear up a lot of confusion and help you understand the intricacies of what is going on, and why Bootstrap chose to do it this way.
TajRiba; the Swahili word for “Experience”. There’s a wellspring of design happening in Africa right now. In ways you wouldn’t expect. I had a chance to take part and give a pair of talks at the TajRiba, the first sub-Saharan Africa UX conference and workshops. I think I ended up learning more than anyone, and saw the value in the idea of “intelligent engagement over aid.”
Working with Bootstrap 3 Less can be intimidating. This tutorial and workflow example will help you make the most of this powerful styling language and get the most out of Bootstrap.
My 2nd talk at TajRiba is coming up. Entitled “Prototyping: Look Forward to Surprises.” This whole experience has been one big prototype for us all, so it’s time for the second iteration.
At 1am tonight, I will be delivering a Keynote on the true meaning of UX to an audience across the glob at the Tajriba, the first real UX conference in sub-Saharan Africa. There are no words to convey the meaning this will hold to me, connecting with people and spreading the word of true UX theory.
Bootstrap 3 is here with an all-new “mobile first” CSS framework and grid. It’s super cool, so round up the gang and let’s get introduced to the new grid system guide and tutorial and check out how Bootstrap 3 works!
My latest open-source creation: Weather Icons: Weather Icons: Icon-font with 92 weather themed icons. These are a icon-font drop in ready to be used with Bootstrap and works right alongside Font Awesome. Give them a try!
“When you give people too much information, they instantly resort to pattern recognition, in other words, to structure the experience.“ – Marshall MacLuhan
Just what happens in the brain that makes UX possible? Experiences only occur in the brain, and knowing how UX occurs neurologically can help us all better know why we design the things we do.
Psychology and UX go hand in hand. One could even consider UX as a subset within the school of psychology. UX often talks about how it incorporates psychology, but what would a UX Psychologist actually bring? So lie back on the couch and let’s dive into the mind.
UX is the business of context and meaning. Getting lost in creating artifacts without meaning leaves us lost. For real UX to move forward, we need to stop designing for artifacts and start designing for experiences.
Heading off to MX Conference 2013: “Managing Experience is a conference for leaders guiding better experiences into the world – MX Conference 2013.” This is going to be a great trip.
The attention to fine details. Things that may only be noticed by a tiny fraction of your audience, or maybe not at all. Do you do it to set yourself apart from others? No, that’s not why. Your reason should come from a different source altogether. From a lamp, for instance.
What we call UX design is broken down into so many sub-disciplines and foci, one can choose from a variety of hats, or more often switch between them day to day or hour to hour.
Having been a UX interviewee many times, my recent opportunities to be on the other side of the table as the interviewer has given me a lot of new insight into the process – insight I want to pass along. If there’s one thing that is true about UX, it’s empathy. So step in and let’s empathize about the UX interview process!
The Ouija Toggle is a mystical sliding toggle UI based on the iOS sliding toggle. Is it just a vessel to another plane of existence? Or a needless iteration on the sliding toggle which hasn’t really been proven relevant on anything but touch devices. Only the spirits know. But it sure is fun to play with, so come join this seance and give it a try!
Mobile has taken over the internet. Building a mobile-ready, responsive web site or app prototype can be easy. If you’ve never tried it before or aren’t a whiz with html/css, I’ve built a brief tutorial and included an example page you can download and start learning how to prototype withe responsive design right away.
UI is what people see and touch. It is what comes to mind when thinking of a product or an experience. But the UI stands on the top of a huge UX mountain. The better the UI works, the bigger the UX beneath. The message we must spread is simple: UX is not UI.
Not everyone has a expansive portfolio to bring to an interview. But that doesn’t mean you have to show up empty handed. As a budding UX designer in England found out, building a mock portfolio is easier than you would think. Part 2 of my series on UX interviews and portfolios!
When a heated battle around a product or feature becomes a stalemate between subject-matter-experts, a persona can fly in and bring the discussion back into focus. But before we jump right in, I’d like to talk about Captain Marvel vs. Superman…
Creating a compelling, fun, and educational infographic about the Flame Virus was a UX endeavor that tapped all of my UX skills. It turned out to be a lot more challenging than I had assumed. But more fun, too…