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Designing with dialogues: A technique for delivering better government...
This three-parts article is about a new technique in design projects for citizen-centred government services: the ‘dialogue’. We will introduce dialogues to the service design community and share our...
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Designing with dialogues: A technique for delivering better government...
In the second part of this three-parts article, we will describe how we use dialogues in our six step service design process. From establishing the service essentials to using dialogues for further...
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Designing with dialogues: A technique for delivering better government...
In the third and last part of this three-parts article, we identify various benefits and challenges in designing with dialogues in service design. We conclude that with dialogues as a separate...
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Striving for CX excellence
Succesful organizations know how to earn customer loyalty Customers increasingly demand attractive, relevant and consistent digital services. Only those organizations that know how to inspire, engage...
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Op weg naar CX excellence
Succesvolle organisaties weten klanten te binden Klanten verlangen in toenemende mate aantrekkelijke, relevante en samenhangende digitale diensten. Alleen organisaties die hun klanten weten te...
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UX Management Roundtable: Challenges 2015
Large corporations and organizations have an increased focus on User Experience (UX), driven by both the move towards digital self-service and the growth in the number of digital touchpoints...
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UX management kring: Uitdagingen 2015
Wat zijn de uitdagingen voor de UX manager van nu? Hoe neem je een organisatie mee in het mogelijk maken van de beste klantervaring? Twaalf Nederlandse UX managers over hun belangrijkste uitdagingen....
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Information Energy 2015: A trip report
On June 3-4 2015, I visited the Information Energy conference in Utrecht, a conference for a new breed of content professionals named ‘infomedians’. These are specialists in multichannel communication...
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Customer journey maps and blueprints
With the transition from user experience to customer experience many designers take a broader view on their design work. They are not dealing anymore with the design of individual products,...
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Omnichannel customer experiences
Forget native apps, forget responsive webdesign, and say hello to omnichannel. We have moved away from the design of a single application, product or service. Increasingly, organizations have to deal...
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