*Customer Journey Mapping:* A Story of Amateurs, Con Artists, Lost Treasure, and a Pleasant Journey by Rail Every time we visit a design blog or conference someone is touting the benefits of Service Blueprints, Scenarios, Experience Maps, or s...

Service design takes practices for creating great online experiences and applies them to all customer interactions with an organization, online or off. Marc Stickdorn shares his insights on the basic tools of the service design process. He introdu...

You’ve defined your customer journey, but where does content fit in? What do you need to think about? In this presentation, we’ll show you how to use customer journeys to identify user-focused content requirements and communicate how content ca...