Research is at the core of my work. I focus on the experience of all the people affected by the service we create: users, customers & stakeholders.
Good design can be found at the collaboration between different departments, disciplines and levels of management. My own background in computer engineering, psychology & business strategy certainly helps.
We are past the era of isolated products: today’s services need to sustainably adress user and business needs and create a unified customer experience across all platforms.
Design services that can actually be implemented by developers, in an agile setting, and by using lean methodologies.
Business strategy & Service design
In service design, research is used to understand people, their motivations & their behavior. Some of the tools we can use during this phase include personas, journey maps, system maps, user stories and jobs-to-be-done.
All through the project, we will be creating ideas we might find useful - we should make sure we preserve them. We attempt to avoid making big, weighty choices, and instead we aim for many small, low-risk provisional decisions.
Once we have built an understanding of our users and the business context, and we have generated enough ideas to get us going, we create quick, low-fidelity prototypes. We test those prototypes with real users in order to get their feedback.
At this point, we are ready to implement a Minimum Viable Product (MVP). At first, our MVP can be just a high-fidelity sketch, but over time using an agile approach, we develop our service. As we iterate through steps 1-4, we get user feedback at each iteration.