Customer Experience Journey Mapping Toolkit

 

 

This toolkit is a fantastic resource for anybody interested in customer experience mapping.   Toolkit

This would be great

 

Service Design Thinking

Good article that offers several key points on using service design thinking to improve the customer experience. Read Here

Design Thinking – getting started

 

Brilliant

Sometimes you hit absolute pay dirt. I showed this TED talk video to my MBA students as part of a class on the Hospitality industry and the importance of the built environment. Unlike most teaching videos I had not viewed the film before class – the link after all had only appeared in the email inbox a couple of hours before class. But the title suggested it directly related to the seminar topic. It was worth the risk.

Ole Scheeren is an amazing architect- a really amazing architect. The MBA students were enthralled.

BUT….. Why post the video here? Well this is possibly the best, most sophisticated example of just how Servicescapes or the built environment contribute to experiences – experiences on a grand scale. The experience of a city, of work, of home and finally leisure (watch the last built space – a leisure space – it is just do 😎😎😎😎). The building all tell a STORY – this is grand story telling – story telling at a monumental scale.

If you want to understand the importance of many of the concept that underpin this unit them spend 16 mins engaging with this video.  Worthwhile!!!!

and leave a comment – would you like to go to the movies?

 

 

 

 

Learning Excursions

The focus of the first assignment has been to help build ‘experience capital’ that is personal experience of experiences. Just like financial capital – the more money you have the richer you are. Experience capital is like a bank of experience knowledge you can draw from.

We sent you out to experience a range of commercially offered experiences then analyse them drawing on the Pine & Gilmore theory being studied. This is an important task if in the future you are required to develop or improve services or experiences. It is an important component in service design thinking for example.

Here is a short video that explains the use of this type of concept.

And here is a copy of the worksheet they used to help organise the field notes ready for later analysis.

 

Service Design Thinking

Have look at this short video that describes the concept of service design thinking. This and some of the tools will be used to help design your experiences for the second assignment.

Catching the elevator

I subscribe to a number of Internet search services that look for the latest material on the experience economy. Occasional they throw up items that just make you stop think about aspects of services and experiences that you have not thought about in a meaningful manner.

Here is a promotional video from KONE on their products

This should make you think about digital distruption, service and customer experience. Definitely a video for the planning and design units.

Airbnb & Design Thinking

As part of the second assignment students are encouraged to use design thinking tools to help plan their experiences. Attached is an interesting article of the role design thinking played in the hospitality phenomenon Airbnb.

Read article here

You do what…..

We spend a great deal of time talking about creating experiences, the changing nature of work and design thinking. Fantastic to see these all come together in the NYC consulting firm SUB ROSA. The video provides an interesting insight into the range of jobs that the experience economy is generating.