In the ever-evolving landscape of user experience and service design, selecting the right tools and methodologies is crucial for aligning customer expectations with business objectives. Our resources below offer deeper insights into measuring what matters, building community-driven design systems, and mapping content ecosystems. Whether you’re a seasoned professional or new to the field, this article and its curated resources provide valuable perspectives on creating seamless and meaningful user experiences.
Read
Articles
Experience Map vs Customer Journey Maps
https://www.eleken.co/blog-posts/experience-map-vs-customer-journey-map-choose-the-right-tool-for-your-business-needs
The principles of service design
https://www.interaction-design.org/literature/article/the-principles-of-service-design-thinking-building-better-services
Books
This is Service Design Doing
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization.
https://www.amazon.com/This-Service-Design-Doing-Applying/dp/1491927186?crid=20N6R7HIL8L9I&keywords=This+is+Service+Design+Doing&qid=1690331614&sprefix=this+is+service+design+doing,aps,140&sr=8-1
Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams
Customers who have inconsistent experiences with products and services are understandably frustrated. But it’s worse for organizations that can’t pinpoint the causes of these problems because they’re too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions.
https://www.amazon.com/Mapping-Experiences-Complete-Alignment-Blueprints/dp/1492076635?crid=2QTWC7LYMMW40&keywords=Mapping+Experiences&qid=1690331646&sprefix=mapping+experiences,aps,134&sr=8-1
Product Roadmaps Relaunched
A good product road map is one of the most important and influential documents an organization can develop, publish, and continuously update. In fact, this one document can steer an entire organization when it comes to delivering on company strategy.
https://www.amazon.com/Product-Roadmaps-Relaunched-Direction-Uncertainty/dp/149197172X?crid=TASAZ5ANF513&keywords=Product+Roadmaps+Relaunched&qid=1690331676&sprefix=product+roadmaps+relaunched,aps,116&sr=8-1
Stuck? Diagrams Help
When was the last time you felt stuck? Maybe it was because of a decision you were struggling to make, a complex topic you were trying to understand, or a project with so many moving parts that you felt somehow both motionless and emotionful.
https://abbycovert.com/stuck/
Watch
Measuring what matters with Hillary Marsh
https://www.notion.so/Canberra-and-Melbourne-content-strategy-recordings-and-resources-4ef142bcf13345fe85f33c3ff00630e4?pvs=4#d69ff93c42f143cb8818411e9b0befa1
Building a community driven design systems roadmap with Jules Forrest
https://www.youtube.com/watch?v=4MpGxmlOf7w&list=PLXDU_eVOJTx63d0kYA_6ybRiDAjjM8dWx&index=3
Content Ecosystem Mapping with Scott Kubie
https://www.youtube.com/watch?v=lI_ziaHdswo
Listen
Mapping Content Ecosystems with Scott Kubie
https://www.ooux.com/resources/episode029
Service Design Podcast
https://www.servicedesignpodcast.com/
