July 26, 2011

A Service Design Approach Is Required To Deliver Great Customer Experiences

For commercial contexts, that's true. But there is so much more...

"Internally focussed business tools, processes and systems are often thought about and designed in isolation from the design of the things customers interact with. Or to put this another way, projects that focus on improving the customer experience often don't fully consider the tools, processes and systems staff use in the delivery of the experience."

(Iain Barker ~ @Iain_barker ~ Meld Studios)

Posted by PJB at July 26, 2011 10:50 AM | Classification: Service design - User experience