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Experiences: Service Experiences

UXmatters has published 9 articles on the topic Service Experiences.

Top 3 Trending Articles on Service Experiences

  1. Understanding Context: Environment, Language, and Information Architecture

    March 9, 2015

    This is a sample chapter from Andrew Hinton’s new book, Understanding Context: Environment, Language, and Information Architecture, in which he explores the principles and processes that shape and change context for users. Chapter 21, “Narratives and Situations,” is one of the chapters from the book’s final segment on “Composing Context.”

    Chapter 21: Narratives and Situations

    The Universe is made of stories, not of atoms.—Muriel Rukeyser

    People Make Sense Through Stories

    Understanding Context CoverBefore composing something new we should understand what is already there. But we’ve already established that there is no stable, persistent “context” to begin with—that it emerges through action. So, how do we understand the current state if it won’t sit still? The key is in studying the experience from the points of view of the agents involved and how they think and behave. Those points of view provide the dynamic landscape—and the principles we derive from it—that puts everything else into perspective. These agents can be individual users, groups of them, organizations, and even digital actors. Let’s begin with how humans work—and how they understand their experience as narrative. Recall our working definition: context is an agent’s understanding of the relationships between the elements of the agent’s environment. Read More

  2. Necessity Is the Mother of Invention: Service-Experience Improvements and the Pandemic

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    August 2, 2021

    As we begin to see more friends and family, put social events and gatherings on our calendar, and slowly become more comfortable going maskless, I am grateful for the degree to which we’re now able to return to normal. My kids are in summer camp, and we’re looking forward to a couple of getaways. We can reflect on a difficult past year that our family managed to get through happily and healthily. We found ways to adjust and continue leading our lives, whether it was buying patio heaters so we could have family over for an outdoor holiday visit, rolling up our sleeves to help our kids when school was fully virtual last spring, or using more collaborative, digital tools at work.

    While it’s easy to become eager to go back to the way our lives used to be, many people are now taking the opportunity to reflect on the last 18 months of the pandemic and decide whether any of the changes we’ve made as a result of the pandemic should persist in the future. From evaluating friendships to avoiding over-scheduled lives to working from home more often, people are motivated to move forward to a new and improved normal. We’ve realized what we can live without and what we want to have more of. Read More

  3. The Life in Between: A New Model of Customer Engagement for Life Insurance

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    March 18, 2019

    Several years ago, our financial advisor and good friend began talking to us about retirement planning, college savings for our infant daughter, and the importance of life insurance. He said, “It’s not cheap, but you need to do it.” He advised us on the company to choose, began the paperwork, and told us how to continue the application process. Of course, I didn’t look forward to taking on the cost or the administrivia of applying for life insurance. “You’ll need to answer questions about your income and health and have physicals,” our friend told us. Nevertheless, there was something oddly fulfilling about applying. Life insurance isn’t a fun topic or process, but it represented a milestone in our lives. With a family, I was ready to think about someone other than myself.

    The Emotional Side of Life Insurance

    The woman processing our application was perfectly nice and professional. Some of the questions she asked caused some anxiety and made me feel defensive—those about drinking and exercise. Others, I answered proudly—no smoking, good eating. However, I wasn’t prepared for one question: “Are your parents alive or deceased?” My dad had passed away a few months earlier. I felt my renowned ability to contain my emotions start to waiver. She expressed her sympathy and asked the reason. I answered, “pancreatic cancer,” and started crying, then apologized, saying it was still recent so I hadn’t gotten used to talking about it. She was very patient, then we continued with the questions. Read More

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