X Marks the Spot in Experience Design Thinking: UX vs CX vs Service Design

Kelly Goto Article

I have a confession. Although my world is a UX-centric one, I added ‘service design’ to the meta tag of my website and have been using terms like ‘service blueprint’ and ‘swimlanes’ in meetings. I watched as a LinkedIn group changed its title three times from UX to UX / CX / product / strategy and the web site recently …

Shortcuts for your UX Strategy

Sean Dolan Article, Uncategorized

20 Research-Driven Insights to Jump-Start your B2B Website Redesign Over the years, the gotomedia and gotoresearch teams have worked with a wide variety of B2B enterprises to enhance their websites. In most cases, we conduct original user research to uncover unique customer behaviors, assumptions and desires. It’s fascinating work that never fails to generate surprising insights leading directly to new …

7 things to know when outsourcing your UX

Veronica Vorobyova Article

If you are an in-house UX strategist or product manager bringing in an external UX research agency, you might be wondering how to get the most from the collaboration. We’ve found that companies don’t always know what to expect, what to request from a UX consultancy, or how to socialize the research within the company, and therefore might not be …

So Who is Leading our Service Design and Innovation Work?

Keren Flavell Article

I managed to pin down our new Director of Insights and Service Design, Mary Piontkowski, to find out a little more about her. This is what I discovered. Welcome! You seem so enthusiastic about the work you do. Can you give us a brief background as a professional in the field, and how it relates to the work you are …