How Enterprise Software Can be Saved by UX Research and Service Design
at ConveyUX 2020
Type
talk
Shows how research and service design improved an enterprise reporting workflow.
People
Jennifer Blatz
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.