by Justin Royer | Oct 11, 2017 | Service Design
There are many facets to service design, and that’s honestly why I love the discipline. Designing a great service involves service touch points (interactions customers have with your service in physical and digital spaces), supporting operational processes, and...
by Justin Royer | Mar 23, 2017 | Customer Experience, Data Science, Innovation
You want to know the most frequent question we receive from prospective clients? It’s something to the tune of “why the heck would you mix analytics and design?” Our inquisitive friends usually believe that mixing these two disciplines is like...
by Justin Royer | Mar 16, 2017 | Customer Experience, Service Design
tl;dr: service organizations who actually design their services are better than those that don’t. Otherwise, when crappy experiences happen to customers that happen to be service designers, they write blog posts like this and create a journey map to document the...
by Justin Royer | Feb 16, 2017 | Customer Experience, Data Science, Innovation
An old colleague of mine used to say “Many leaders think that if you surround a problem with enough data, it will just relent.” It was a provocative statement because it highlights one of the most widely believed untruths in business – the belief...
by Justin Royer | Jan 16, 2017 | Customer Experience, Service Design
Some time ago I was hanging out at one of my favorite watering holes, Bunny’s. My wife and I enjoyed some good grub as well as a couple of drinks (awesome bloody’s, BTW). After we were ready to split, I noticed something odd on the check; they rounded the...
