Moving from user centred thinking to system thinking
This presentation introduces system thinking (also known as service design) a way to consider the wider eco-system in which a user interacts with a service or product.
Experience Mapping
Moving from task based to experience based design (UX Cambridge)
A presentation I delivered at a UX Cambridge 2013. Find out how to design true multi-channel experiences and map out the complete end to end customer journey.
An introduction to experience maps
An introduction to experience maps – a great tool for mapping out your users’ current experience, together with the sort of experience you’d like them to receive.