What makes designing services uniquely difficult? For one thing, it's rare that anyone "owns" the service from end to end, so a seamless customer experience is all but impossible to provide. If you want to change that, you have to get the whole team designing from that user's mental model rather than your own org chart. This workshop will show you how.

Hands-on exercises will cover:

  • 3 topics & 2 techniques for getting the most out of a user interview
  • Making journey maps actionable tools instead of lovely portfolio artifacts 
  • Using storytelling to help the whole team envision a coherent experience across silos and platforms
  • Using increasingly detailed scenarios to drive not just flow, but even content and visual design