Humans, consumers, customers and users

Experience and service design are trending. The tangible benefits that they bring to business are leading many firms and public bodies to making customer experience a priority. However, experience can mean many things, and the range of disciplines offering to help improve customer experience is growing. From CX (customer experience) to UX (user experience) plus SD (service design) - there are a number of ways to design, measure and improve experience.

Experience is important for challenges ranging from a detailed adjustment of a specific part of a service to a radical overhaul of the entire offering. Different models and approaches are required to address these disparate challenges and not get lost in confusion.

This workshop will introduce our Human, Consumer, Customer, User model and apply it to some live cases to give first hand experience of how to tackle the experience challenge.

Topics covered:

1. Why experience is complicated
2. Different modes of experience
3. How to use modes in research and design
4. Practical exercises applied to a case study