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. Robots Do It Better: Why Users Love Self-Service Technologies

    February 8, 2016

    Let’s face it. While the Internet was designed to make us more connected, it’s also making it easier for us to avoid one another. Just think about that for a moment. Yes, you can reach out and communicate with people in the most distant corners of the Earth, but at the same time, there is nothing more irksome than receiving an actual phone call when an email message would have sufficed.

    For example, there’s been a shift in hiring practices. Remember when you were supposed to pound the pavement, handing out a stack of resumes and letting people see your face? Today, no HR manager in the world wants you showing up at his or her door. Even if you did, they would just┬átell you to go online and fill out a form or submit your resume via email. Read More

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