Research

Contextual Inquiry – Understanding your users in their environment

Contextual inquiry is a semi-structured field interview method conducted to obtain information about the context of use of any service or product. The participants are interviewed one at a time in their natural environment, while they perform their daily tasks to show how they use the product or service. As the users are interviewed in …

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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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