Using Post-Service Personas to Design Closure Experiences

Article No :1265 | June 27, 2014 | by Joe Macleod

We conducted this technique as a workshop at UCD2013 in London and found that the workshop format provided an ideal environment, as attendees were happy to reveal some real service horror stories. It also demonstrated the shocking lack of feedback service designers receive from their lost customers: both big issues for closure experiences. 

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