Tag Archives: service design

Mapping Experiences

Recently I had the opportunity to interview Jim Kalbach, author of the interesting book Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams. Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Experience with MURAL, a leading online whiteboard for digital ...

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Service Redesign – Lost T-Mobile Smartphone

Service Redesign - Lost T-Mobile Smartphone

Given the health risks of carrying a smartphone (or any kind of mobile device) too close to the body for extended periods, I try to always remove electronic devices from my pockets whenever I can. For ten years this has never caused a problem until Saturday. This marked the first time in more than a decade that I walked off and forgot my smartphone. Now I’ve had the joy of...

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