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Experiences: Service Experiences

UXmatters has published 8 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. Driving Telehealth Success by Creating Trust and Meaningful Interactions

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    June 17, 2019

    Most people are aware of the evolving state of healthcare today—whether they’ve personally experienced the plethora of issues that healthcare presents or have read the many news reports covering the industry. As a service designer who is constantly identifying and solving problems, I have always been fascinated with the truly wicked problem that healthcare presents. Considering the broad scope of healthcare and its many stakeholders—including the government, healthcare providers, payers, pharmaceutical companies, and pharmacies—the problem seems almost impossible to address.

    But patient demand is driving big changes. People’s experiences across industries are elevating their expectations of the healthcare industry. As a consequence, companies are reinventing themselves through acquisitions and partnerships to address the healthcare system’s legacy issues. Examples include CVS’s acquisition of Aetna and JP Morgan Chase, Amazon, and Berkshire Hathaway partnering to create Haven. Plus, people are taking more ownership of their health and are adopting digital health technology such as wearables and remote tracking to support their expectations and behaviors. Read More

  3. Is Your User Experience Saving the World?

    June 22, 2020

    Recent months have brought an extraordinary number of simultaneous crises—from the global pandemic of COVID-19 to high unemployment and economic uncertainty to systemic social injustices. Any one of these events alone would be destabilizing. Taken together, they place individuals and societies under unprecedented strain.

    More than ever, empathy matters. More than ever, user experiences matter. Even as some states and countries lift restrictions relating to COVID-19, for the foreseeable future, we’ll have significant limitations on our personal interactions and experience potential challenges in meeting our foundational needs. As many essential activities have, by necessity, gone online or transitioned to virtual formats, UX designers now have a unique role to play in the changes occurring in the everyday lives of millions of people. With that power comes responsibility. Read More

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