An Overview of Journey Maps
Why create a journey map? We want to make the path to our experiences better, because we know happy customers are repeat customers. And, are visitors customers? Yes, in this case, they are. They might or might not be paying to participate. But, they are choosing to consume the services we provide. Also, we know …
Choosing the Right Design Tool to Solicit Feedback
While there are many User Experience and Service design tools, people are often most interested in the tools that help solicit customer feedback. These tools are essential in human-centered design, of course. How do you know which tool to use when? This grid helps make sense of the tools. An ideal study balances behavioral and …
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Adapting User Experience Design and Service Design tools to Museums
Many Design tools are often about collaborating to create the best solution for the customer. What professional doesn’t want that? The challenge, however, comes when trying to think out how to use these tools in your workday. These tools and systems can be broken down into many different ways. But, one useful way to consider …
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Comparing User-Experience Design and Service Design Tools
User-Design and Service Design continue to grow closer together as disciplines. There are many process and tools associated with both fields. It can be challenging to keep each of these processes straight, as well as understand how they play out in each discipline. This cheat sheet helps make sense of some of the most common tools.
User-Experience, Customer Experience, Servuce Design, and Disentangling all the Types of Design
Design is about solutions. Many different design fields have systems that help practitioners efficiently and effectively find solutions. Why systematic solutions? Think of houses. There are many types of houses, but they are all basically four (or more) exterior walls and something on top. But, that said, even the most cookie-cutter neighborhood has differences between houses. Systems …
Cognitive Dissonance as Part of Equality Work
Working towards equality in society requires many skills, not the least of which is the desire and ability to challenge one’s assumptions and beliefs. Many people think they are flexible thinkers. However, their flexibility usually has limits. Most our cognitive flexibility is tested in neutral or non-emotional settings. Think of the 21st-century skills like critical thinking …
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Simple Steps to Increase Your Ability to Fight for Equity
Recently, I was asked about how to help someone grow their understanding of equity. Many people of color have been doing this work since birth. White people need to choose to do this work, as our society has been formed to center and support whiteness. The work of transforming everything you believe about your society …
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Setting the Stage for Great AR/ VR Projects
Augmented Reality (AR) and Virtual Reality (VR) are tantalizing prospects for museums. These technologies offer museums a chance to engage visitors differently, while at the same time appearing cutting-edge. In early September, the American Alliance of Museums and the Knight Foundation fostered a conversation about immersion. Museum professionals along with practitioners discussed AR, VR, and …
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Immersion and Museums
In early September, the Knight Foundation sponsored an event at the Detroit Institute of Arts called Immersion in Museums: AR, VR or Just Plain R?. Here are some reflections from the day. — Waning attendance has museum professionals seeking novel ways to increase audiences. Many institutions are looking to immersive technology as salvation for …
Classism and Museums
Socio-economic diversity is often ignored when organizations endeavor to become more inclusive and accessible. But, ignoring socio-economic differences can have a lasting impact on the audience and staff demographics, as well as impede future audience growth. In our purportedly merit-based society, we are taught to ignore markers of class, so we are not good …