When is User Experience (UX) and Service Design the same thing?

I get asked this question a lot. My thoughts:

In my experience, most of the best ‘experience’ practitioners or agencies think about the full end to end experience of a product or service.

Whether they get to design the full user experience or find themselves in a position of any real influence over this when working with different organisations will vary. Continue reading…

The death and resurrection of the user persona, proto-persona, and more


Image – Neighbours

A conversation last week got me thinking again about personas. Then I shared this:

“we have personas” is normally the start of a difficult conversation that involves the question “have you spoken to any real users?”

The thing that always prompts these conversations? Continue reading…

UXPA – The State of UX

Last Thursday (19th April) I took part in a UXPA event about the state of User Experience (UX). I was joined on a panel by others representing different areas of industry – private business (Michael Lock – Experian), public Agency (Daniel Harris – Fjord) and Startup (Anna Dahlström – byflock). Continue reading…

Despite the imperfections

Learning from the volunteers at London 2012

Things sometimes work well despite imperfection. Look at the Olympics, the need to rely on volunteers at the London 2012 games made it better.

…volunteers are one of the factors that have so far made the Games a success http://www.bbc.co.uk/news/uk-19201329

People had to fill the gaps that the organisers couldn’t fill with professional events staff and security. Continue reading…