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Friday, May 19 • 11:15am - 12:00pm
Go Beyond Digital: Elevate Your UX with Service Design Thinking

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Today, users expect great, consistent experiences with brands – regardless of the context or technology they are using. The entire customer experience, including both offline and digital touchpoints, is what builds customer loyalty.

As UX designers, we often focus too narrowly on the digital experience of the end product. But it’s not all about digital! Widening the lens beyond digital UX to include the entire ecosystem of actions is a much more impactful and meaningful way to design for the user.

Service Design provides a unique, holistic way of considering all touchpoints in the customer journey. And it’s not all that different from the design thinking that UX designers apply to digital products today! Service design uses many of the same principles, design thinking, methods, and tools – just at a much more intersectional and macro-level way.

This session will provide an overview of service design, why it’s important for UX designers, and how to start thinking about it. Using a case study of a non-profit looking to increase customer satisfaction, we’ll explore the challenges, lessons learned, and opportunities that service design provided.

avatar for Chi Pham

Chi Pham

User Experience Designer, Effective
I am a User Experience Designer at Effective, based in Denver, CO. I firmly believe in the power of holistic solutions, across all digital and nondigital touchpoints. Passion drives me to learn more, to creatively, holistically and strategically problem solve, and to compassionately... Read More →

Friday May 19, 2017 11:15am - 12:00pm EDT
3-Republic A/B