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Experiences: Service Experiences

UXmatters has published 5 articles on the topic Service Experiences.

Top 3 Trending Articles on Service Experiences

  1. Understanding Context: Environment, Language, and Information Architecture

    March 9, 2015

    This is a sample chapter from Andrew Hinton’s new book, Understanding Context: Environment, Language, and Information Architecture, in which he explores the principles and processes that shape and change context for users. Chapter 21, “Narratives and Situations,” is one of the chapters from the book’s final segment on “Composing Context.”

    Chapter 21: Narratives and Situations

    The Universe is made of stories, not of atoms.—Muriel Rukeyser

    People Make Sense Through Stories

    Understanding Context CoverBefore composing something new we should understand what is already there. But we’ve already established that there is no stable, persistent “context” to begin with—that it emerges through action. So, how do we understand the current state if it won’t sit still? The key is in studying the experience from the points of view of the agents involved and how they think and behave. Those points of view provide the dynamic landscape—and the principles we derive from it—that puts everything else into perspective. These agents can be individual users, groups of them, organizations, and even digital actors. Let’s begin with how humans work—and how they understand their experience as narrative. Recall our working definition: context is an agent’s understanding of the relationships between the elements of the agent’s environment. Read More

  2. Keeping Life Meaningful: Designing the Senior Residence Experience

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    April 11, 2016

    A few weeks ago, I visited my husband’s grandmother in her retirement community. We had been there several times before, but our most recent visit made me appreciate her situation more. After having read numerous news stories about elder abuse, fraud, and deplorable living and healthcare conditions in nursing homes, I found her community to be quite the opposite.

    It’s important to mention that her community offers a mix of living situations, depending on a resident’s health and preferences. There are single-family homes for people who still want some autonomy—and can afford them—but most people reside in the large, mansion-like, main building. Residents and couples have their own apartment, which they can customize and decorate according to their wishes. Visiting nurses help sick patients in their homes. However, for those who are debilitated or need physical therapy, there’s a healthcare wing of the building that essentially functions as a hospital. Read More

  3. Calculated Misery: The Dark Side of UX Strategy

    Strategy Matters

    Realizing the power of UX strategy

    A column by Ronnie Battista
    February 16, 2015

    When I talk to companies, customers, and colleagues about UX strategy and the importance of understanding the end-to-end customer experience, I often tell stories about seemingly trivial parts of an experience with a brand that can have huge impacts. Small things can have significant impacts on customer acquisition and loyalty—and companies often overlook or under-prioritize them. For example:

    • The process of exchanging a pair of shoes to get the right size may be so cumbersome that you don’t even want to bother with it.
    • A meal that you have at a restaurant leaves a bad taste in your mouth—not because it wasn’t delicious, but because the server was inattentive and rude.
    • Navigating a company’s interactive voice response (IVR) system to speak to a real person on the phone becomes a test of rage restraint, because it’s so abundantly clear that they want to make it as hard as possible.

    Read More

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