Service design and branding blog
Avoiding lost in translation between strategy and execution is hard. But in order to succeed at service design, you have to learn to create teams that work from the beginning of discovery all the way to the end of delivery.
There’s a classic (at least we think so) film of Clayton Christensen explaining the job a milkshake does. This idea, that customers aren’t necessarily buying what you are selling isn’t new. But the jobs to be done theory does help to clarify the difference between what is important to you, the seller, and what is […]
Context is the key to understanding customer behaviour. People act the way they do because of the situation, in which they find themselves. Simply put, if you are in a hurry then a 10 second wait is an eternity. If you’re feeling really relaxed, 5 minutes is an instant.
Personas are a short cut. Unless you can have a real-life unbiased customer sitting in your office 24/7, answering and reacting naturally to every idea you have, then the next best thing is a persona. To put it very bluntly, personas help you empathise. And empathy is the secret ingredient to creating products and services […]
Service design tools. The journey map Everybody talks about customer journey maps. Seems that everybody does them. And, admittedly, there’s a million suggestions out there on how to do them. So, on the back of the service design course that we’ve developed, it seems the right time to start describing each tool and method […]