Blog
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Douglas Brashear
Service Design
August 14th, 2008
Hello once again from UX Week 2008!
Today’s focus at the conference is Service Design – basically designing for end-to-end services that involve many touchpoints and communication channels to users. The day started off with a keynote from the CEO of ZipCar, Scott Griffith, where he described the ZipCar service experience as well as the back office integration. Afterward, Jennifer Bove and Ben Fullterton gave a talk on making a memorable service experience. Their top 6 guidelines for services are:
1. Make it responsive to users’ particular needs 2. Make the experience consistent across all communication and interaction channels 3. Make it adaptable, so that the experience quality is maintained through exception cases or issues 4. Tailor the experience to the user to the extent possible (personalization, etc.) 5. Make it efficient so that the user is only engaged for as long as he or she feels necessary 6. Make it rewarding by going above and beyond what’s expected, or through affinity or other types of reward programs or recognition.
More later!
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Tags: UX Week 2008
