Digital agencies rush to establish delivery processes that can feel like an assembly line, but good design is not done in fixed phases. Aleksandra explores connections between design and seemingly unrelated disciplines, focusing on methods and techniques that help people create richer design artefacts and experiences beyond digital. Source: UX Brighton 2017 programme https://uxbri.org/2017/.
People
Aleksandra Melnikova
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.