*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...

As services become more interconnected across channels and devices—and more importantly across time and space - it's becoming increasingly important to find ways to gain insight about customers' interactions with your product or service. Whethe...

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...