A diagram that plots the touchpoints and support processes in a service and their relationship with each other. This tool gives a better understanding of the larger context in which a service functions.
serviceeco.pdf (34 KB)
This post was submitted by Darby.
Tags: research, service ecosystem map
A diagram that plots events in a customer journey into four different mood areas. It allows the researcher to identify experience breakdowns in the service and what events can lead to a customer leaving a service.
customer_lifecycle_ir for blogs.pdf (116 KB)
This post was submitted by Darby.
Tags: customer lifecycle map, tools
An interviewing method that gathers information about a person’s routines, habits and behaviors while they are in the environment or doing the activity being studied. It differs from a traditional interview because the researcher’s focus is on documenting the user’s activity instead of answering a predetermined list of questions.
This post was submitted by Darby.
Tags: contextual design, research
A diagram that overlays information like staff and customer paths over the layout of the location. This is used to find areas of congestion or bottlenecks in the physical path of a customer or employee.
A physical model of a retail mobile phone buying experience.
This post was submitted by Darby.
Tags: physical model, research
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