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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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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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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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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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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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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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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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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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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...
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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MEDlove 2012: A trip report
On 23 November 2012, I visited the MEDlove summit in Berlin, a conference for UX, service design and health experiences. Ten international speakers highlighted dilemmas and opportunities to improve...
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Content re-framing: A digital disruption survival kit
New challenges are upon us content people. The era of digital disruption requires adaptation at many levels by anyone involved with content, whatever its form or shape. As content crusaders, we want to...
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Helping businesses realize profits from customer experience design
Customer experience design is hot. Venture capitalists, entrepreneurs and even industry analysts recognize the business advantages of taking a “design approach” to building integrated, memorable, and...
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Service blueprints: An indispensable step toward realizing successful digital...
The old days have gone. Not that we mind. But in large organizations, Customer Experience (CX) design projects are hardly ever single-track, one-off, or stand-alone nowadays. Streamlining the CX flow...
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Fresh milk in a beautiful, usable glass
No matter how beautifully designed and usable the glass, if it contains milk while you asked for orange juice, you won’t be happy. And even if it was milk you asked for, if it’s gone sour you’ll be...
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The value of prototyping
“Fail sooner to succeed faster” is a motto at Informaat, emphasizing the importance we put on prototyping within our methodology. Distinct from mockups, prototypes help define a problem by exploring...
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The “New consumer normal”
Do your customers behave differently than you’d hope and expect? Don’t simply label them as “fickle”, but instead recognize that they probably represent the “new consumer normal”; empowered by choice...
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Design thinking in a nutshell
Although it’s recently caught on as an industry buzzword, “Design thinking” has been around for more than two decades. It evolved in response to the need for a more structured, methodological approach...
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The new “multi-screen” world
Its origins as a simple search engine long a dusty memory, Google now offers its products and services across just about any digital touchpoint you could name. So when it comes to research and...
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CEO and CXO working together fruitfully
Increasingly, organizations appoint customer advocates at the C-level, the Chief Experience Officer (CXO). But just sitting at the boardroom table is not enough to make an impact. The CXO must work in...
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