Articles about Service Design
Technology Moats: The Dark Pattern of Intentional Friction Barriers
Corporations desire to hear their customer complaints…or do they? We take a close look at ways companies use technology to raise the drawbridge on customers. Technology barriers exist for many reasons; some are good and some are bad. Automated customer service systems can speed up the support process for customers while cutting costs for businesses. But when they are designed to slow customers down, they risk becoming a "technology moat": an intentional obstacle to make customers think twice before proceeding. In this article, you will learn the difference between technology moats and dark patterns and how to spot them. [Read More]
Best Practices for Asian Language Site Localization
Localizing your site for Asia may mean a radically different design, brand-new elements, or country-specific SEO. [Read More]
Service Design in Long-term Oriented Cultures: How to Handle “Oh Snap” Situations
Cultural differences between Western and Asian countries can impact how customers perceive service failures. Understanding these differences can have a large impact on your business. [Read More]
Finding Your Bearings: Co-creating Journey Maps to Understand Complex Landscapes
Journey maps are a powerful tool that can help define a complex user landscape, attain user and stakeholder buy-in, and empower problem solving. [Read More]
Designing Education: Educating Design
New ideas in e-learning are both designing education and educating design. The new educational experience includes interdisciplinary teaching and exploratory learning [Read More]
Service Design: Internal Processes for Great Customer Experiences
Today’s focus on intangible experiences means designers seek new ways to collaborate with organizations. Service design marries human-centered design with organizations’ operational and process capabilities. [Read More]
