As technology rapidly evolves and connects our experiences, what does the future of our physical environments look like? At Stratos we’re passionate about systems thinking in service design. We don't just look at the intangible offerings of services, but also the tangible artifacts and environments in which these experiences take place. Many design teams are stuck thinking about and innovating around touchpoints but we believe there’s a need to be more holistic in our thinking. This had us asking the question: Is there a way to think beyond touchpoints?
If you’re like most leaders, you have the drive and dedication to improve your organization wherever possible. No organization is perfect and you likely realize that your business could stand to improve its services but, deciding where to start can be overwhelming – if not paralyzing. However, there is a way to effectively and
Does your organization have challenges bridging the research insights and design development phases on experience-based projects? It can be difficult, especially during large scale projects within an organization.
At Stratos, we’ve played a range of roles in the strategic front-end of the innovation process. In our experience, we have found that clients often need more than research insights. They need help bridging the gap between design research and the implementation work streams of their project. If you want to add value to your offering, your role might go beyond that of a design researcher or even a design strategist and become that of a “facilitator of innovation.” Here are some lessons we’ve learned from working on innovation projects:
Experience mapping, a collaborative visioning method, is popular among design strategists complete with its own hashtag, #xmapping. Collaboratively mapping an experience with multiple stakeholders exposes parts of the overall experience that are difficult to predict and articulate. Engaging users and business teams in hands-on activities simultaneously to create a journey map is powerfully strategic and worth exploring.
Experience mapping is a process that aims to visualize a holistic account of your customer’s experience including processes, decisions, and emotions that people feel while interacting with your product or service. It helps companies develop a deep understanding of the people they serve and to put that understanding at the core of their strategic planning.