DDeBoard Rail Europe Journey Map Exercise STC Philadelphia Metro Chapter Apri...ddeboard
This document outlines the customer journey for planning rail travel in Europe. It breaks the journey down into stages of research and planning, shopping or finding trips, booking the itinerary, preparing to travel with any paperwork, the travel experience itself, and sharing the experience after. At each stage it considers the tasks, thoughts, feelings, and opportunities involved in choosing and taking a rail trip in Europe. The overall goal is to understand how to make the process convenient, easy, and flexible for customers.
This travel accessory helps organize documents and provides tracking features to ease travel stresses. It holds a passport and other essentials for easy access during a trip. Additionally, the accessory connects via Bluetooth and GPS to help locate lost items, rate experiences, and share travel memories and reviews with a community.
This document outlines the creation of a travel app called Tripper that allows users to share their travel experiences by creating themed routes in cities and finding routes from other travelers with similar interests. The app aims to provide non-biased route recommendations and reviews from official guides while ensuring personalization is useful without being creepy.
This document compares the features of three travel apps: Tripcase, Expedia, and APPs aTz. Tripcase and Expedia both allow for hotel booking, ticket booking, car rental, and holiday activity booking. Tripcase additionally offers travel documentation, local assistance, multi-lingual support, maps, famous lookouts, and customized itineraries. Expedia also allows photo management. APPs aTz has the same core booking capabilities as the other two apps but provides fewer additional travel features.
Must See India - One Stop Travel Guide to IndiaVikas Rana
One Stop Travel Guide to India outlines a new way for travelers to plan trips called MSI Travel Planning. It aims to provide a single site for exhaustive travel search and research, trip planning and coordination, booking capabilities, and easy sharing of photos and experiences. This is meant to save time, reduce effort, and make travel more fun compared to the current fragmented way of planning trips.
1) The document provides recommendations for various websites and apps that can help with planning, organizing, and sharing information about travel. This includes sites for finding travel deals, creating trip itineraries, reviewing destinations, and more.
2) It also gives suggestions for social networks and apps focused on travel, such as those for connecting with other travelers, sharing photos and reviews of trips, and researching places to visit or stay for free.
3) Finally, the document lists resources for learning how to pack efficiently for travel, including recommended luggage and packing methods.
The document discusses a family trip to Bali, Indonesia taken by 10 people including children. It describes using digital tools at various stages of planning and taking the trip. These included using websites and apps to research locations, flights, hotels and activities. Online booking was used for flights, hotels and a local transport van. Messaging apps and social media were used to coordinate plans and get recommendations. Feedback was later left online to help other travelers. The document evaluates where the digital experience could be improved, such as payment options and developing mobile apps for hotel services.
DDeBoard Rail Europe Journey Map Exercise STC Philadelphia Metro Chapter Apri...ddeboard
This document outlines the customer journey for planning rail travel in Europe. It breaks the journey down into stages of research and planning, shopping or finding trips, booking the itinerary, preparing to travel with any paperwork, the travel experience itself, and sharing the experience after. At each stage it considers the tasks, thoughts, feelings, and opportunities involved in choosing and taking a rail trip in Europe. The overall goal is to understand how to make the process convenient, easy, and flexible for customers.
This travel accessory helps organize documents and provides tracking features to ease travel stresses. It holds a passport and other essentials for easy access during a trip. Additionally, the accessory connects via Bluetooth and GPS to help locate lost items, rate experiences, and share travel memories and reviews with a community.
This document outlines the creation of a travel app called Tripper that allows users to share their travel experiences by creating themed routes in cities and finding routes from other travelers with similar interests. The app aims to provide non-biased route recommendations and reviews from official guides while ensuring personalization is useful without being creepy.
This document compares the features of three travel apps: Tripcase, Expedia, and APPs aTz. Tripcase and Expedia both allow for hotel booking, ticket booking, car rental, and holiday activity booking. Tripcase additionally offers travel documentation, local assistance, multi-lingual support, maps, famous lookouts, and customized itineraries. Expedia also allows photo management. APPs aTz has the same core booking capabilities as the other two apps but provides fewer additional travel features.
Must See India - One Stop Travel Guide to IndiaVikas Rana
One Stop Travel Guide to India outlines a new way for travelers to plan trips called MSI Travel Planning. It aims to provide a single site for exhaustive travel search and research, trip planning and coordination, booking capabilities, and easy sharing of photos and experiences. This is meant to save time, reduce effort, and make travel more fun compared to the current fragmented way of planning trips.
1) The document provides recommendations for various websites and apps that can help with planning, organizing, and sharing information about travel. This includes sites for finding travel deals, creating trip itineraries, reviewing destinations, and more.
2) It also gives suggestions for social networks and apps focused on travel, such as those for connecting with other travelers, sharing photos and reviews of trips, and researching places to visit or stay for free.
3) Finally, the document lists resources for learning how to pack efficiently for travel, including recommended luggage and packing methods.
The document discusses a family trip to Bali, Indonesia taken by 10 people including children. It describes using digital tools at various stages of planning and taking the trip. These included using websites and apps to research locations, flights, hotels and activities. Online booking was used for flights, hotels and a local transport van. Messaging apps and social media were used to coordinate plans and get recommendations. Feedback was later left online to help other travelers. The document evaluates where the digital experience could be improved, such as payment options and developing mobile apps for hotel services.
This document discusses improving the user experience for travelers in their planning and booking process. It notes that travelers currently use many sources for travel information like guidebooks, travel agents, and websites. It also discusses how destination and accommodation research starts the travel planning process and what types of content matters most to travelers at different stages from initial research to post-booking. The document advocates for travel providers to focus on enhancing their online offerings with more transparent pricing, up-to-date accurate information, and personalized digital guides to better meet traveler needs throughout the travel cycle.
This document outlines a school project called "Travel Agency 'School Specials'" for students. The objectives of the project are for students to learn about important cities around the world, plan a 3-day itinerary for one of the cities, and improve their English language skills. Students will work in teams to create a presentation using Google Slides about a tourist city, including how to get there, what to see and do, and where to stay. They will also plan a detailed 3-day itinerary and include a worksheet of questions for their classmates. Their digital skills, teamwork, oral presentation, and writing will be evaluated based on various rubrics.
This document provides a checklist for travel planning that includes choosing a destination, booking flights and accommodation, obtaining necessary documents like a passport and visa, purchasing travel insurance and foreign currency, researching activities, and arranging transportation and meals during the trip. It also mentions packing a suitcase with needed equipment.
The document outlines the contents and features of a roadbook for a cycling tour, including sections on an overview of the tour route divided into daily stages, rules and legends, contact information, and digital enhancements. Each stage provides maps, distance, elevation, points of interest, and accommodation and food details. The roadbook is designed to be compact, easy to read, and usable both online and offline with GPS navigation support.
The Future Vacation is a young and vibrant Company started in 2002 that commenced operations at the dawn of the new millennium. Future Vacation deals with the marketing of time shares and subsidiary services
Travelling can be done by various modes of transportation and involves exploring different places rather than staying in one location. It creates lifelong memories and provides benefits like improved social skills, stress relief, and cultural exposure. However, travelling also has disadvantages such as costs, language barriers, and missing friends and family. The document discusses the purposes, advantages, and types of travelling.
Seeking Sunshine in Cloud Technology - STC PMC 2014Roger Renteria
Roger Renteria gave a presentation on transitioning to cloud technologies. He began with a brief history of computing from mainframes to data centers. He outlined some common cloud tools for collaboration, storage, and productivity. Renteria encouraged gradually adopting cloud tools by starting with free trials and services. He discussed factors to consider like costs, time investment, and security when deciding what cloud technologies to incorporate.
This half-day workshop will explore using personas throughout projects from audience analysis to usability testing. Participants will learn how to interview personas, channel personas for reviews, and write stories from the persona's perspective to introduce new designs or for usability scenarios. The workshop will cover writing stories for different purposes and creating exercises to interview personas or write quick stories for context in reviews.
Volunteering is good for you and increases your happiness. Happy people live longer, earn more, and are more productive. Learn how to overcome the YOYO (you’re on your own) habit and build WIIT (we’re in it together) skills. Develop strategies to balance the pursuit of happiness with overall well-being.
This document outlines a customer journey map template that is used to analyze a customer's experience with a company or product. The template includes sections to describe the customer community, trigger events, phases of the customer journey, key customer actions and interactions at each phase, moments of truth and pain, what employees do that customers see and don't see, and opportunities for improving the customer experience. The purpose is to understand the customer perspective at different points, how satisfied they are at each phase, and where the experience can be strengthened.
What is blogging? Does the idea of blogging seem daunting? Danielle M. Villegas writes the technical communication blog, TechCommGeekMom, and is a regular guest blogger for the STC Notebook with her "Villegas Views" by-line. Danielle shares her personal experiences in creating her blog, talks about how a blog can work for both personal and corporate gain, and will provide pointers on best practices.
The document provides key websites for US government jobs and common job series. The main job site is www.usajobs.gov. General federal personnel information can be found at www.opm.gov. Details on the federal intern program and 2009 pay scales are listed. Stimulus program information is available at www.recovery.gov. Common job series include writer/editor, technical writer, public affairs specialist, program analyst, program manager, computer specialist, IT, IT management, computer engineer, and arts and information specialist.
The document discusses four soft skills that are needed in the current job market: 1) Learn quickly by asking questions, exploring existing documentation, and reviewing legacy materials. 2) Ask probing questions that are open-ended, based on known information, and elicit thoughtful responses. 3) Follow a moving target by prioritizing tasks, repurposing information, and using templates while accepting that requirements may change. 4) Develop a thick skin by not taking criticism personally and continuously improving through active listening and questioning unclear information.
The document announces a conference that will look at leveraging visual communication. The conference will include a keynote speech from an expert in visual communications who will discuss principles for designing effective visual communication. There will then be over a dozen presentations on topics like career development, instructional design, and improving writing and design skills. The conference will also feature workshops on visual communication and instructional design led by experts, with opportunities for hands-on exploration of concepts through case studies and group exercises. The conference and workshops will be held at the Penn State Great Valley Conference Center in March 2009.
This document provides a list of useful websites for businesses wanting to go green. It includes links to the EPA's pages on green building, bringing energy efficiency to the workplace, reducing a business's carbon footprint, setting up an eco-friendly home office, dealing with electronic waste, tracking energy usage, environmentally preferable purchasing, green supplier networks, business assistance programs, job resources, and industry associations. Contact information is provided for further questions.
Agile Living: Or How I Learned to Stop Worry and Never Be "Done"David Dylan Thomas
The agile approach values iteration and learning over fixed outcomes and mental rigidity. Given the power of these ideas, what if we were to apply agile methodologies to our own lives? In this talk, content strategist and filmmaker David Dylan Thomas describes how he’s attempted to do just that and the impact it’s had on his life. He’ll also explore how technology has evolved to better leverage unpredictability and how that relates to agile being a better way to think about life and ourselves.
As a content strategist for EPAM, David Dylan Thomas has developed strategies for major clients in entertainment, publishing, and retail. He is the founder of Content Camp, co-organizer of Barcamp Philly, head of Content Strategy Philly, and the creator, director, and co-producer of Developing Philly, a web series about the rise of the Philadelphia tech community. He has given lectures on such topics as the future of content in a post-ownership economy and the hidden power of online links. To find out more about Dave you can find him here: @movie_pundit
USAjobs.gov and opm.gov are the main websites for finding US government jobs and pay scale information. The document lists several key federal job series related to writing, editing, visual information, public affairs, arts, management analysis, computer work, and education/training. It also provides contact information for the publications coordinator at the EPA Office of Inspector General in Philadelphia.
Tips for technical communication job seekers. Tips and best practices on resumes and interviewing for technical communication job seekers, from the perspective of a veteran hiring manager.
Mastering LinkedIn: Professional identity, insights, everywhereBarrie Byron
LinkedIn is a professional social network with over 229 million members that connects professionals to make them more productive and successful. It focuses exclusively on professional identities and insights and allows members to connect, find opportunities, and promote themselves everywhere. The document provides tips for using LinkedIn to build a professional identity and network, enhance one's profile, search for opportunities, and engage with other professionals.
DDeBoard Customer Journey Maps: Visualizing an engaging customer experience S...ddeboard
My presentation provides an introduction to Customer Journey Maps, their purpose and how to create them. It discusses their components and the types of journey maps. Finally, I discussed the benefits of journey maps.
The document discusses how the authors are introverted leaders. It notes that being introverts influences their leadership approaches. It asserts that their introversion has helped make them better leaders.
This document discusses improving the user experience for travelers in their planning and booking process. It notes that travelers currently use many sources for travel information like guidebooks, travel agents, and websites. It also discusses how destination and accommodation research starts the travel planning process and what types of content matters most to travelers at different stages from initial research to post-booking. The document advocates for travel providers to focus on enhancing their online offerings with more transparent pricing, up-to-date accurate information, and personalized digital guides to better meet traveler needs throughout the travel cycle.
This document outlines a school project called "Travel Agency 'School Specials'" for students. The objectives of the project are for students to learn about important cities around the world, plan a 3-day itinerary for one of the cities, and improve their English language skills. Students will work in teams to create a presentation using Google Slides about a tourist city, including how to get there, what to see and do, and where to stay. They will also plan a detailed 3-day itinerary and include a worksheet of questions for their classmates. Their digital skills, teamwork, oral presentation, and writing will be evaluated based on various rubrics.
This document provides a checklist for travel planning that includes choosing a destination, booking flights and accommodation, obtaining necessary documents like a passport and visa, purchasing travel insurance and foreign currency, researching activities, and arranging transportation and meals during the trip. It also mentions packing a suitcase with needed equipment.
The document outlines the contents and features of a roadbook for a cycling tour, including sections on an overview of the tour route divided into daily stages, rules and legends, contact information, and digital enhancements. Each stage provides maps, distance, elevation, points of interest, and accommodation and food details. The roadbook is designed to be compact, easy to read, and usable both online and offline with GPS navigation support.
The Future Vacation is a young and vibrant Company started in 2002 that commenced operations at the dawn of the new millennium. Future Vacation deals with the marketing of time shares and subsidiary services
Travelling can be done by various modes of transportation and involves exploring different places rather than staying in one location. It creates lifelong memories and provides benefits like improved social skills, stress relief, and cultural exposure. However, travelling also has disadvantages such as costs, language barriers, and missing friends and family. The document discusses the purposes, advantages, and types of travelling.
Seeking Sunshine in Cloud Technology - STC PMC 2014Roger Renteria
Roger Renteria gave a presentation on transitioning to cloud technologies. He began with a brief history of computing from mainframes to data centers. He outlined some common cloud tools for collaboration, storage, and productivity. Renteria encouraged gradually adopting cloud tools by starting with free trials and services. He discussed factors to consider like costs, time investment, and security when deciding what cloud technologies to incorporate.
This half-day workshop will explore using personas throughout projects from audience analysis to usability testing. Participants will learn how to interview personas, channel personas for reviews, and write stories from the persona's perspective to introduce new designs or for usability scenarios. The workshop will cover writing stories for different purposes and creating exercises to interview personas or write quick stories for context in reviews.
Volunteering is good for you and increases your happiness. Happy people live longer, earn more, and are more productive. Learn how to overcome the YOYO (you’re on your own) habit and build WIIT (we’re in it together) skills. Develop strategies to balance the pursuit of happiness with overall well-being.
This document outlines a customer journey map template that is used to analyze a customer's experience with a company or product. The template includes sections to describe the customer community, trigger events, phases of the customer journey, key customer actions and interactions at each phase, moments of truth and pain, what employees do that customers see and don't see, and opportunities for improving the customer experience. The purpose is to understand the customer perspective at different points, how satisfied they are at each phase, and where the experience can be strengthened.
What is blogging? Does the idea of blogging seem daunting? Danielle M. Villegas writes the technical communication blog, TechCommGeekMom, and is a regular guest blogger for the STC Notebook with her "Villegas Views" by-line. Danielle shares her personal experiences in creating her blog, talks about how a blog can work for both personal and corporate gain, and will provide pointers on best practices.
The document provides key websites for US government jobs and common job series. The main job site is www.usajobs.gov. General federal personnel information can be found at www.opm.gov. Details on the federal intern program and 2009 pay scales are listed. Stimulus program information is available at www.recovery.gov. Common job series include writer/editor, technical writer, public affairs specialist, program analyst, program manager, computer specialist, IT, IT management, computer engineer, and arts and information specialist.
The document discusses four soft skills that are needed in the current job market: 1) Learn quickly by asking questions, exploring existing documentation, and reviewing legacy materials. 2) Ask probing questions that are open-ended, based on known information, and elicit thoughtful responses. 3) Follow a moving target by prioritizing tasks, repurposing information, and using templates while accepting that requirements may change. 4) Develop a thick skin by not taking criticism personally and continuously improving through active listening and questioning unclear information.
The document announces a conference that will look at leveraging visual communication. The conference will include a keynote speech from an expert in visual communications who will discuss principles for designing effective visual communication. There will then be over a dozen presentations on topics like career development, instructional design, and improving writing and design skills. The conference will also feature workshops on visual communication and instructional design led by experts, with opportunities for hands-on exploration of concepts through case studies and group exercises. The conference and workshops will be held at the Penn State Great Valley Conference Center in March 2009.
This document provides a list of useful websites for businesses wanting to go green. It includes links to the EPA's pages on green building, bringing energy efficiency to the workplace, reducing a business's carbon footprint, setting up an eco-friendly home office, dealing with electronic waste, tracking energy usage, environmentally preferable purchasing, green supplier networks, business assistance programs, job resources, and industry associations. Contact information is provided for further questions.
Agile Living: Or How I Learned to Stop Worry and Never Be "Done"David Dylan Thomas
The agile approach values iteration and learning over fixed outcomes and mental rigidity. Given the power of these ideas, what if we were to apply agile methodologies to our own lives? In this talk, content strategist and filmmaker David Dylan Thomas describes how he’s attempted to do just that and the impact it’s had on his life. He’ll also explore how technology has evolved to better leverage unpredictability and how that relates to agile being a better way to think about life and ourselves.
As a content strategist for EPAM, David Dylan Thomas has developed strategies for major clients in entertainment, publishing, and retail. He is the founder of Content Camp, co-organizer of Barcamp Philly, head of Content Strategy Philly, and the creator, director, and co-producer of Developing Philly, a web series about the rise of the Philadelphia tech community. He has given lectures on such topics as the future of content in a post-ownership economy and the hidden power of online links. To find out more about Dave you can find him here: @movie_pundit
USAjobs.gov and opm.gov are the main websites for finding US government jobs and pay scale information. The document lists several key federal job series related to writing, editing, visual information, public affairs, arts, management analysis, computer work, and education/training. It also provides contact information for the publications coordinator at the EPA Office of Inspector General in Philadelphia.
Tips for technical communication job seekers. Tips and best practices on resumes and interviewing for technical communication job seekers, from the perspective of a veteran hiring manager.
Mastering LinkedIn: Professional identity, insights, everywhereBarrie Byron
LinkedIn is a professional social network with over 229 million members that connects professionals to make them more productive and successful. It focuses exclusively on professional identities and insights and allows members to connect, find opportunities, and promote themselves everywhere. The document provides tips for using LinkedIn to build a professional identity and network, enhance one's profile, search for opportunities, and engage with other professionals.
DDeBoard Customer Journey Maps: Visualizing an engaging customer experience S...ddeboard
My presentation provides an introduction to Customer Journey Maps, their purpose and how to create them. It discusses their components and the types of journey maps. Finally, I discussed the benefits of journey maps.
The document discusses how the authors are introverted leaders. It notes that being introverts influences their leadership approaches. It asserts that their introversion has helped make them better leaders.
This document discusses content strategy and how to become a content strategist. It defines content strategy as the planned use of content to achieve a goal. Content strategy aims to understand both a client's goals and their audience in order to use content to help the two intersect. Common content strategy deliverables include content inventories, audits, gap analyses, and strategy documents. The document provides examples of content strategy work for a legal software company and sports retailer. It also discusses typical concerns that content strategy addresses, such as having too much content or struggling against competitors like Amazon.
Scenario based design 2014 mid atlantic conference Donn DeBoardddeboard
As technical communicators, we develop feature-based content that provides details about our products. But, often, this content doesn't address our customers job context to help them perform tasks successfully. Our customers search to find the right content to match their job context.
Scenario-based design helps you define a customer's work or job context using your product. This session provides of overview of scenarios and how to create them.
Links as Language: A Contextual Approach to Content CreationDavid Dylan Thomas
They're the most basic technology on the web, but we underestimate just how much links are changing the way we read and write. Links give content creators a way to play with user expectations and give users a way to turn the act of reading into a form of gameplay. We'll discuss how links actually create meaning, how to use them as an artful writing tool, and how all of this is changing the very nature of knowledge in the 21st century.
Questions Answered:
How can links make your content more engaging?
How are links turning the web into a gamespace?
What are the best/worst practices for using hyperlinks?
What are the benefits of a context-first approach to content?
How are links enabling a fundamental shift in how we define knowledge?
The document discusses customer journey mapping and provides an example of a customer journey map for Rail Europe. It begins with an overview of customer journey mapping, explaining that it describes how a service is experienced through different touchpoints. It then provides a sample customer journey map for Rail Europe, mapping out the stages a customer goes through from research and planning to post-travel and highlighting feelings, thoughts, and actions at each stage. The document concludes by providing guidance on how to successfully conduct customer journey mapping through principles like using evidence from qualitative research and ensuring collaboration from all stakeholders.
Midwest UX '12: Mapping the ExperienceChris Risdon
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your service.
Experience maps offer a framework for mapping human experiences across multiple situations and interactions, helping to ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
In this presentation I talk about orchestrating touchpoints and their channels through experience maps. I review an experience mapping framework that includes key components and how they’re used for designing for a multi-touchpoint experience. The presentation discusses the activities that feed the map so that it tells a tangible story, the key elements make up a useful and actionable map, and how to then define the characteristics of your mapped touchpoints. Experience maps are intended to be catalysts, not conclusions.
IA Summit 2012: Mapping the ExperienceChris Risdon
1. The document describes an experience map for Rail Europe that was created through qualitative research including stakeholder interviews and a customer experience survey.
2. The experience map outlines the customer journey with Rail Europe across multiple stages from research and planning, to shopping, booking, post-booking, travel, and post-travel. It maps touchpoints, feelings, thoughts, and actions at each stage.
3. The map provides insights and opportunities to improve the customer experience across the journey, such as helping customers get help when needed, supporting independent trip planning, and improving the paper ticket experience.
Was ist Gamification, wie funktioniert es und wie kann ein Unternehmen davon profitieren, das erklärt Peter Zwyssig, Geschäftsführer von foryouandyourcustomer Zürich, in seiner Präsentation. Für den Multichannel-Berater liefert das Thema des Tages einen wertvollen Beitrag im Umgang mit Kunden, Mitarbeitenden, Partner etc., dessen Einsatz jedes Unternehmen prüfen sollte.
This document discusses best practices for mobile-first user experience (UX) and content strategy. It recommends designing for mobile first to take advantage of greater opportunities, better focus on mobile needs, and potential for more innovation. Key aspects covered include understanding the audience, defining experience principles through mapping the user journey, planning adaptive content that can be reused across devices, and wireframing designs based on user needs and content requirements.
The document discusses service design and experience mapping. It provides an example of an experience map created for Rail Europe to map out a customer's experience in planning, booking, traveling and returning from a rail trip in Europe. The experience map charts the customer's process, touchpoints, feelings and thoughts throughout the different stages. It then identifies opportunities to improve the customer experience and provides recommendations around communicating value, improving the booking and ticket experience, supporting customers through changes, and enabling ongoing planning.
Mapping Experiences and Orchestrating Touchpoints | Chris Risdon & Patrick Qu...Adaptive Path
The document outlines an agenda for mapping experiences and orchestrating touchpoints. It discusses experience mapping principles and provides an overview of the following topics:
1. What is experience mapping - Guiding principles for understanding customer experiences across interactions.
2. Gathering insights - The key inputs and research needed to understand experiences.
3. Mapping framework - A methodology for mapping human experiences across different situations.
4. Visualizing maps - Storytelling and visualization techniques to communicate insights and drive action.
5. Applying maps - Tips for using experience maps to create seamless customer experiences.
This document outlines the key lessons learned from the speaker's service design journey over many years. The five main points are:
1) Service design requires balancing the experiences of customers, staff, and the business.
2) Service design problems often have no single right solution, so ambiguity is normal.
3) Storytelling is a key tool in service design to illustrate experiences.
4) Great ideas are not enough - successful service design requires executing and sustaining ideas over time.
5) Service design requires bringing together diverse stakeholders like customers, designers, and the business to work as a team.
5 Things I Wish I Knew – A Service Design JourneyJamin Hegeman
The document discusses the key lessons learned from the speaker's journey in service design over many years. The five main lessons are: 1) Service design needs to consider the experiences of both customers and employees; 2) There is ambiguity in service design and you won't always know what you're doing; 3) Storytelling is important for conveying service experiences; 4) Ideas are not as important as executing and sustaining ideas over time; 5) Service design requires collaboration between different stakeholders.
Service Design is gaining popularity in the United States as a better approach to defining and orchestrating service experiences. While having much in common with user experience, service design in practice requires new ways of thinking and new methods of making. It also requires embracing both the complexity of service experiences and the organizations that deliver them.
This workshop is designed to get more user experience practitioners familiar with some of the methods of service design. Our session will focus on several lo-fi making approaches–acting, sketching, storytelling, and blueprinting–that can be used to iteratively conceptualize new service experiences.
The session will be fast-paced and iterative. You'll learn concepts and approaches that only can prepare you to tackle service experience problems, but can easily be applied to any project involving multiple touchpoints or channels. You'll be thrown in the service design deep end, but the water's warm (I promise).
Designing for Multi-touchpoint ExperiencesJamin Hegeman
Want to help your team and stakeholders develop a mindset for designing and delivering multi-touchpoint service experiences before getting caught up in constraints and requirements? Could you use a fun, experience-driven method to level the playing field and get multidisciplinary teams working together to generate ideas?
During the first part of this service experience workshop, we’ll use an acting method called ‘service storming’ to rapidly generate ideas for a service concept across multiple touchpoints. This simple, but powerful tool will help teams cover a wide range of experiences in a short time period.
After acting out some service experiences, we’ll focus on making them operational. For this, we will turn to the service blueprint, a service design tool that helps you capture experience across time and touchpoints in a way that many teams and stakeholders can understand and design from.
Together, these tools will help you and your teams develop a service mindset, work better across disciplines, and move from ideation to execution of multi-touchpoint service experiences.
What you’ll get in this workshop:
A great team building exercise that gets people thinking outside of the box, screen, or whatever constrains them
An introduction to service storming, a great ideation method that using acting as a way to generate and communication service concepts
An introduction to service blueprints, an operational tool used to visualize the touchpoints and backend systems needed to realize service experiences
UX Research - The Most Powerful Tool in Your KitMary Wharmby
Even a small amount of design research has the power to transform your project and lay a foundation for success. This quick primer will give you the tools and understanding needed to get started today.
From the UX Week description:
Have you ever wanted to make an orchestrated, integrated, cross-product, multi-channel, location-sensitive, smart commerce, service designed product ecosystem for the masses? Yes?! Then this workshop is for you! Except that in this workshop, we will throw out the buzz words and provide a sensible framework for bringing products and services into both the glory and the minutia of people’s everyday lives. We will focus on the power and peril of a touchpoint. Just because you can touch someone, does that mean you should? We will explore how you can ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
Workshop Presenters:
Chris Risdon, Paula Wellings & Todd Wilkens
Have you ever wanted to make an orchestrated, integrated, cross-product, multi-channel, location-sensitive, smart commerce, service designed product ecosystem for the masses? Yes?!
This workshop throws out the buzz words and provides a sensible framework for bringing products and services into both the glory and the minutia of people’s everyday lives. Focus on the power and peril of a touchpoint. Just because you can touch someone, does that mean you should? We explore how you can ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
Using Storytelling to Create Experiences that Convert - Conversion Elite, Lon...Anna Dahlström
The document discusses using storytelling to create experiences that convert. It provides examples of how stories can motivate people and influence their beliefs and behaviors. The key aspects of storytelling discussed are the plot, characters, and setting of the story. The document advocates mapping out customer journeys to understand how stories and experiences are structured at each stage.
This document discusses service design and provides examples from companies like Amazon. It defines service design as building a business around customer value. The key aspects of service design thinking are that it is user-centered, co-creative, considers the sequencing of interactions and experiences, makes intangible services more visible, and takes a holistic view. The process of service design involves discovering customer values and business opportunities, planning customer experiences through an "experience map", and designing interactions. Service design shifts the focus from product specifications to the quality of the customer experience.
The document discusses designing an application for booking Indian Railways' Circular Journey tickets. It outlines the problem statement, explores concepts through research including trend analysis, mind maps and journey mapping. Insights from interviews found people were unaware of the process and it was time consuming. The document analyzes strengths, weaknesses and opportunities through a SWOT analysis. Key principles extracted include communicating value clearly, making the process online, providing information to support decision making and connecting planning and booking.
How To Use Storytelling To Craft Experiences That Engage - IIeX EU, Amsterda...Anna Dahlström
The document discusses using storytelling to craft engaging experiences. It provides examples of how stories influence our beliefs and behaviors more than facts or arguments. The presentation outlines principles of storytelling like plot, characters, and setting to understand problems, deliver solutions, and present outputs. It emphasizes applying dramaturgy to visualize experiences and map customer journeys through different stages with touchpoints.
This document discusses how travel agents can convert contacts into sales faster. It emphasizes that clients are impatient and need agents, but lack of time holds them back from using agents. It recommends using tools like instant messaging, phone calls, and automated itinerary builders to quickly make contact, iterate proposals, and facilitate booking. These tools allow agents to capitalize on clients' need for service while respecting their lack of time. The document promotes the Tripwing itinerary builder and tour operator portal as ways for agents to streamline the contact to booking process.
Similar to DDeBoard Rail Europe Map (Chris Risdon) STC Philadelphia Metro Chapter April 2013 (20)
DDeBoard Rail Europe Map (Chris Risdon) STC Philadelphia Metro Chapter April 2013
1. Experience Map for Rail Europe | August 2011
STAGES
DOING
FEELING
Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel
People choose rail travel because it is
convenient, easy, and flexible.
Rail booking is only one part of people’s larger
travel process.
People build their travel plans over time. People value service that is respectful, effective
and personable.
EXPERIENCE
Rail Europe Experience Map
Kayak,
compare
airfare
Google
searches
Research
hotels
Talk with
friends
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Paper tickets
arrive in mail
• I’m excited to go to Europe!
• Will I be able to see everything I can?
• What if I can’t afford this?
• I don’t want to make the wrong choice.
• It’s hard to trust Trip Advisor. Everyone is
so negative.
• Keeping track of all the different products
is confusing.
• Am I sure this is the trip I want to take?
• Website experience is easy and friendly!
• Frustrated to not know sooner about which
tickets are eTickets and which are paper tickets.
Not sure my tickets will arrive in time.
• Stressed that I’m about to leave the country
and Rail Europe won’t answer the phone.
• Frustrated that Rail Europe won’t ship tickets
to Europe.
• Happy to receive my tickets in the mail!
• I am feeling vulnerable to be in an unknown place in
the middle of the night.
• Stressed that the train won’t arrive on time for my
connection.
• Meeting people who want to show us around is fun,
serendipitous, and special.
• Excited to share my vacation story with
my friends.
• A bit annoyed to be dealing with ticket refund
issues when I just got home.
View
maps
Arrange
travel
Blogs &
Travel sites
Plan with
interactive map
Review fares
Select pass(es)
Enter trips Confirm
itinerary
Delivery
options
Payment
options
Review &
confirm
Map itinerary
(finding pass)
Destination
pages
May call if
difficulties
occur
E-ticket Print
at Station
Web
raileurope.com
Wait for paper tickets to arriveResearch destinations, routes and products
Live chat for
questions
Activities, unexpected changes
Change
plans
Check ticket
status
Print e-tickets
at home
web/
apps
Look up
timetables
Plan/
confirm
activities
Web
Share
photos
Share
experience
(reviews)
Request
refunds
Follow-up on refunds for booking changes
Share experience
Buy additional
tickets
Look up
time tables
Stakeholder interviews
Cognitive walkthroughs
Customer Experience Survey
Existing Rail Europe Documentation
Opportunities
Guiding Principles
Customer Journey
Information
sources
RAIL EUROPE
THINKING
• What is the easiest way to get around Europe?
• Where do I want to go?
• How much time should I/we spend in each
place for site seeing and activities?
• I want to get the best price, but I’m willing to pay a
little more for first class.
• How much will my whole trip cost me? What are my
trade-offs?
• Are there other activities I can add to my plan?
• Do I have all the tickets, passes and reservations
I need in this booking so I don’t pay more
shipping?
• Rail Europe is not answering the phone. How
else can I get my question answered?
• Do I have everything I need?
• Rail Europe website was easy and friendly, but
when an issue came up, I couldn’t get help.
• What will I do if my tickets don’t arrive in time?
• I just figured we could grab a train but there are
not more trains. What can we do now?
• Am I on the right train? If not, what next?
• I want to make more travel plans. How do I
do that?
• Trying to return ticket I was not able to use. Not
sure if I’ll get a refund or not.
• People are going to love these photos!
• Next time, we will explore routes and availability
more carefully.
Ongoing,
non-linear
Linear
process
Non-linear, but
time based
Communicate a clear value
proposition.
STAGE: Initial visit
Connect planning, shopping and
booking on the web.
STAGES: Planning, Shopping, Booking
Arm customers with information
for making decisions.
STAGES: Shopping, Booking
Improve the paper ticket
experience.
STAGES: Post-Booking, Travel, Post-Travel
Make your customers into better,
more savvy travelers.
STAGES: Global
Proactively help people deal
with change.
STAGES: Post-Booking, Traveling
Support people in creating their
own solutions.
STAGES: Global
Visualize the trip for planning
and booking.
STAGES: Planning, Shopping
Enable people to plan over time.
STAGES: Planning, Shopping
Engage in social media with
explicit purposes.
STAGES: Global
Communicate status clearly at
all times.
STAGES: Post-Booking, Post Travel
Accommodate planning and
booking in Europe too.
STAGE: Traveling
Aggregate shipping with a
reasonable timeline.
STAGE: Booking
Help people get the help they
need.
STAGES: Global
GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Relevance of Rail Europe
Enjoyability
Helpfulness of Rail Europe
Mail tickets
for refund
Get stamp
for refund