Service Blueprint: understanding the process driving the digital journey

Introduction Proposed in 1982, Service Design has become increasingly popular. According to the NN Group, it is the planning and organizing of a business’s resources to improve employee and customer experience. A key Service Design deliverable is the Service Blueprint. It serves designers by mapping “service interaction in enough detail to verify, implement and maintain …

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Designing for (Dis)engagement

Introduction As designers, we always hear how important it is that our deliverables ensure user engagement and interaction, elicit responses and delight. This focus on engagement is pervasive, from how successful UX is measured to auto-play, and gamification – design elements meant to get users involved with their devices. But what is the psychological impact …

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