Service designers rely on user feedback to improve services. Set up correctly, a feedback plan will help uncover meaningful insights into how users are experiencing the service – the service journey and service deliverable. Feedback Definition: “Information...
For those who count on satisfaction surveys to measure performance, they are a waste, says renowned business strategist Fred Reichheld. “Glowing customer satisfaction surveys don’t correlate tightly with profits or growth,” he said. “Most senior executives, board...
The other day I bought two pairs of Levi’s jeans, an otherwise non-event in clothes buying. But this journey opened my eyes to the changing face of clothing e-commerce retail. On its face, Amazon might find huge challenges selling its clothing lines online. After all,...
Someone got into my LinkedIn account twice in the past two months. Even with changing passwords, I was failing to prevent whomever from accessing my account — and coming up with their own passwords consequently locking me out. The only practical method I found...
Service designers who responded to an ISDI Service Design 2022 Survey told researchers at the International Service Design Institute (ISDI) that they find their work challenging and exhilarating. Respondents indicated where they work and for whom, and the skills and...
