SERVICE DESIGN BLUEPRINT
USER ARCHETYPES & PERSONAS
USER RESEARCH METRICS: CUSTOMER SATISFACTION DATA ANALYSIS
JOURNEY MAPPING
USER DESIGN THINKING & COGNITIVE MODELING
Service Blueprints are a key Service Design analysis tool. It is an omnichannel view of a product or task, using Front-stage and Back-stage flows from various user entry points to support and delivery fulfillment.
Personas are a common user-modeling tool. You need to be careful not to over-generalize your user types, but these can be used to build common scenarios. This task can be used to build a journey map. Metrics & Analytics are often a clear indicator of user behavior and overall feedback from users & customers.
Journey map for a visitor experience. We broke the journey into Inspiration, Planning, Exploration, Review, and Sharing segments.
Design Thinking is a true user-centric and customer-centric approach that looks for problems and opportunities.
One method centers on the cognitive mode the customer is in, based on various user variables.