The Macquarium Blog | Service Design

Moving Beyond Mobile Apps

Posted by carlos.pimenta on Jul 20, 2016 2:54:29 PM

I have a severe case of "App Fatigue." While I enjoy discovering new mobile apps, the new app inevitably joins dozens of others languishing in trailing screens or folders. My seldom-used apps take up space on my phone and keep my wireless company happy by consuming bandwidth quota during countless app upgrades.

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Topics: User Experience, Service Design, Design, User Centered Design, Mobile

How to Plan and Run Customer Journey Mapping Workshops

Posted by steve.perry on Dec 7, 2015 10:26:47 AM

 

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Topics: Service Design, Innovation, User Centered Design

Customer Journey Mapping

Posted by steve.perry on Jul 6, 2015 1:47:11 PM

 

Because Knowing is Half the Battle

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Topics: User Experience, Service Design, Customer Experience, Innovation, Research & Insights

Designing for People: User Experience, Service Design, and the NEW Customer Experience

Posted by steve.perry on Jan 30, 2015 5:48:15 PM

The Trend in Needing Design Capabilities

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Topics: User Experience, Service Design, Customer Experience, Research & Insights

5 Ways the Future of Retail is Already Here

Posted by steve.perry on Dec 17, 2014 1:33:12 PM

Frustrated with your current retail customer experience? Don’t worry. It’s changing rapidly, and as consumers, we have a lot to look forward to.

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Topics: Service Design, Emerging Technology, Customer Experience, Innovation

Banking Unusual

Posted by carlos.pimenta on Dec 5, 2014 6:29:12 PM

Business As Usual Has Been Disrupted

Time and again, customers embrace brands that go beyond selling products and services to providing meaningful utility in their lives. Consider the disruptive offerings by companies like Uber, who transformed a functional task into an effortlessly enjoyable one, changing consumer behavior seemingly overnight. Every day, we read about more companies like Uber, who are upending traditionally well-ensconced business models—not by inventing the new, but by re-imagining the customer experience for a particular market segment, applying the many possibilities of emerging technology to significantly improve the value that the experience provides.

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Topics: Marketing Technology, Service Design, Emerging Technology, Customer Experience, Innovation

The Blurring Lines of CX and UX

Posted by steve.perry on Nov 14, 2014 6:06:25 PM

I hear a lot of talk these days about UX (user experience) being a subset of CX (customer experience), because UX is traditionally only about creating digital products. Or I hear from the other side that UX means everything, and encompasses CX. But as the physical and digital worlds continue to merge in an ever more blended fashion, so too must UX and CX.

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Topics: Service Design, Customer Experience, Research & Insights

The Value of Qualitative Research

Posted by steve.perry on Nov 5, 2014 10:16:33 AM

Qualitative research is possibly the least understood type of primary research at most companies. In fact, most companies have never performed it before. If you grew up in the user experience or service design disciplines, you will likely be familiar with qualitative research and in-the-field ethnographic studies.

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Topics: User Experience, Service Design, Digital Marketing, Customer Experience