{"id":2402,"date":"2017-04-21T13:29:44","date_gmt":"2017-04-21T21:29:44","guid":{"rendered":"http:\/\/blog.chrisrivard.com\/?p=2402"},"modified":"2017-04-21T13:29:44","modified_gmt":"2017-04-21T21:29:44","slug":"last-2","status":"publish","type":"post","link":"https:\/\/www.chrisrivard.com\/blog\/last-2\/","title":{"rendered":"Last 2"},"content":{"rendered":"

Quiet: \u00a0The Power of Introverts<\/a> (everyone likes a book about power, right?). Thumbs up. Good read.<\/p>\n

Or you\u2019re told that you\u2019re \u201cin your head too much,\u201d a phrase that\u2019s often deployed against the quiet and cerebral. Of course, there\u2019s another word for such people: thinkers.<\/p>\n

it\u2019s only when you\u2019re alone that you can engage in Deliberate Practice, which he has identified as the key to exceptional achievement. When you practice deliberately, you identify the tasks or knowledge that are just out of your reach, strive to upgrade your performance, monitor your progress, and revise accordingly.<\/p><\/blockquote>\n

Service Design: From Insight to Implementation<\/a><\/p>\n

Tough read, but in the end very insightful and valuable in thinking about expanding the concept of a journey map. I felt the most interesting examples at the end of the book were about public service design. There is definitely a phase where the design of services overlaps with public policy and politics in general. Think of dark patterns in user experience and the design of services that purposefully extract money from a population. Health care is of course the ultimate service (that is\u00a0best experiences when it’s not used, e.g. you’re healthy).<\/p>\n

A useful way of thinking about people\u2019s roles in services is to think of every exit \u201coff stage\u201d as an entrance somewhere else. This is particularly true in situations in which the staff involved in delivering the service are service users and service providers at the same time.<\/p>\n

Do people understand the service\u2014what the new service is or does? Do people see the value of the service in their life? Do people understand how to use it? Which touchpoints are central to providing the service? Are the visual elements of the service working? Does the language and terminology work? Which ideas do the experience prototype testers have for improvement?<\/p>\n

typical service blueprint template, with the phases of the customer journey along the top (here it\u2019s Aware, Join, Use, Develop, Leave) and the various touchpoint channels in rows underneath, including the backstage activities at the bottom. A couple of touchpoints have been filled in as examples.<\/p><\/blockquote>\n

Some examples of Service Design Blueprints<\/a>.<\/p>\n

Currently reading: Radical Candor<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Quiet: \u00a0The Power of Introverts (everyone likes a book about power, right?). Thumbs up. Good read. Or you\u2019re told that you\u2019re \u201cin your head too much,\u201d a phrase that\u2019s often deployed against the quiet and cerebral. Of course, there\u2019s another word for such people: thinkers. it\u2019s only when you\u2019re alone that you can engage in […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-2402","post","type-post","status-publish","format-standard","hentry","category-sartor-resartus"],"_links":{"self":[{"href":"https:\/\/www.chrisrivard.com\/blog\/wp-json\/wp\/v2\/posts\/2402","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.chrisrivard.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.chrisrivard.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.chrisrivard.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.chrisrivard.com\/blog\/wp-json\/wp\/v2\/comments?post=2402"}],"version-history":[{"count":0,"href":"https:\/\/www.chrisrivard.com\/blog\/wp-json\/wp\/v2\/posts\/2402\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.chrisrivard.com\/blog\/wp-json\/wp\/v2\/media?parent=2402"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.chrisrivard.com\/blog\/wp-json\/wp\/v2\/categories?post=2402"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.chrisrivard.com\/blog\/wp-json\/wp\/v2\/tags?post=2402"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}