Websites, mobile apps, SMS, social media, email, push notifications… modern technology ecosystems are complex, interconnected, and multi-channel. Creating an app or website in isolation without "connecting the dots" to other people, processes, and technologies can be disastrous. Service Design applies UX principles to generate business strategy insights and gives methods for mapping and optimizing these modern complexities. Expect to walk away with a basic understanding of service design techniques like journey mapping and service blueprints, as well as practical tips on how to start thinking with the end-to-end customer experience always in view.
Luke Charde has been wrangling to make government technology more humane for over a decade. He is currently Head of Experience Design at the New York State Office of I.T. Services