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Service Design

Stop wasting money chasing channels, start optimizing your touchpoints first

By Frank Spillers

on January 4, 2022 - 11:53am
Brown skinned Sales rep having a discussion with white couple shopping while leaning on the table with a catalog in the store

Summary: Customer service, customer experience, and user experience efforts come together around touchpoints. Touchpoints are significant interactions between customers and companies, occurring across channels. Figuring out where your journeys break down and how to better improve the interactions that occur there is a big deal for UX ROI. 

What is the significance of a touchpoint?

Products and service systems (think mobile app orders food delivery) rely on touchpoints. Touchpoints are value-rich exchanges between customers and your business. Common examples of touchpoints include information, help, advice, or consultation. Touchpoints occur when and where the customer wants them to occur. Likewise, user behavior is “choose your own channel” (omnichannel) by default. It is for this reason that touchpoints need to be observed, optimized, and made consistently available across channels.

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Service Design
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Prototyping product-service experiences

By Frank Spillers

on May 11, 2021 - 10:53am
man holding hands in a square improv

Summary: Prototyping intangible experiences involving services or product-service systems requires the use of Physical Mockups, Improvisation (improv), and role-playing.  Also called experience prototyping or service prototyping, getting physical with your prototype scenarios lets you see gaps, breakpoints, and emotions. 

Prototyping is the art of creating a quick-and-dirty mock-up of a proposed design direction. We previously captured 50 reasons why prototyping saves you time, concentrated on wireframes, but what about intangible experiences?

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Service Design
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