Ringkasan: Kebutuhan Service Design dari sebuah organisasi ditentukan oleh kematangan UX yang bisa diindikasikan oleh banyak faktor. Ketiga faktor yang relevan dengan Service Design adalah: kemulusan perjalanan pengguna, kualitas interaksi pengguna, dan persepsi positif pengguna yang kohesif.

Setelah kita membahas apakah Service Design itu di bagian pertama dari Seri Perkenalan Service Design, tulisan ini merupakan bagian keduanya.

Di customer-centric organization seperti Amazon yang mempunyai misi menjadi perusahaan yang paling berfokus pada pelanggan di dunia (Earth’s most customer-centric company), User Experience (UX) atau Pengalaman Pengguna mempunyai peranan yang sangat penting.

Salah satu pendekatan untuk menciptakan Pengalaman Pengguna adalah dengan melakukan Perancangan Layanan (Service Design). Service Design pada dasarnya berfokus pada perancangan strategi layanan menggunakan berbagai pendekatan, proses dan metodologi UX untuk merancang, memperbaiki, mengoptimasi dan berinovasi terhadap layanan. Hal ini dilakukan dengan tujuan akhir untuk menghasilkan Pengalaman Pengguna (UX) di satu atau lebih Service Touchpoint. …

Ringkasan: Ada beberapa referensi untuk menentukan jumlah sampel penelitian kualitatif dan kuantitatif. Seorang peneliti yang kompeten akan dapat menentukan jumlah sampel yang sesuai berdasarkan data yang dimiliki, analisa konteks, referensi ilmiah, filosofi penelitian dan pengalaman yang dimilikinya, sehingga keabsahan hasil Penelitian Pengguna dalam sebuah proses UX dapat dipertanggungjawabkan.

Debat mengenai jumlah atau ukuran sampel penelitian kualitatif dan kuantitatif bukanlah hal yang baru. Apabila Anda ingin catch-up dengan perdebatan ini, Anda bisa mulai dari beberapa sumber berikut:

• Cofounding issues related to determining sample size in qualitative research
• The sample size debate: response to Norman Blaikie
• Sample Size Debate
• A Quick Debate about Sample Size…

Ringkasan: Service Design adalah perancangan yang berprinsip pada Human-centered Design dan bertujuan untuk menghasilkan Pengalaman Pengguna (UX) di satu atau lebih Service Touchpoint.

Tulisan ini adalah bagian pertama dari Seri Perkenalan Service Design.

Layanan (Service) adalah hal yang abstrak. Sebagai bagian dari sebuah produk, layanan biasanya menjadi satu paket dengan barang untuk memberikan efek yang konkrit terhadap pengguna. Hal ini dikenal sebagai Service-Goods Continuum, dimana kategori sebuah produk ditentukan dari persentase komponen Barang dan Layanan.

Layanan adalah sesuatu yang bisa digunakan atau dibeli oleh penggunanya, tetapi pada umumnya tidak bisa dimiliki secara fisik seperti halnya barang karena penggunanya tidak punya intensi untuk berinvestasi ataupun menanggung resiko terkait penyediaan jasa. …

Many are familiar with Market Research, yet a few understand the difference between Market Research and UX Research. For the last several years, I have seen an influx of Senior Market Researchers participating in our UX Training to upgrade their knowledge and skills. Some were converted, while some were still in their comfort zone. All agreed that they needed to learn UX Research.

The global COVID-19 crisis has forced us to change our behaviours and preferences with less or no option. …

Prioritizing value propositions is of importance in designing a laser-focus user-centered product. This Covid-19 case study will illustrate how we can prioritize value propositions based on business and user needs.

One thing that I love about mentoring and teaching is when a mentee or a student asks a good question. Today, during an online UX Training, a participant asked a very good question whether we could straight away translate pain relievers and gain creators to decide the details of a product, such as features, platforms, etc. …

Summary

Three myths related to tweaking interview questions, knowledge saturation and the use of the same interview questions are to be debunked.

After completing a marathon of interviews in several cities in Indonesia, I could not help myself but realizing one fact: Indonesians are very polite. Indonesians are so polite in many layers and ways, which often influence the quality of the interview results significantly. This is good for those who are aware and prepared, and not so good for those who aren’t.

During this interview marathon, I also observed how junior researchers from a company conduct their interviews. I found one thing in common: They often tweak their interview questions with a hope of gaining new learning and more information. They tweak the questions because they ask generic interview questions, receive a generic answer, and fail to gain an in-depth nuance and context. …

Customer Lifecycle is the holy grail of Customer Experience. When you understand it right, you are on the right track in designing an impactful experience for your customers and scale your business well. Otherwise, you need to play a constant catch-up or firefighting, thus slowing down your business growth and hurting your bottom line. Customer Lifecycle Canvas can quickly guide you to understand and define Customer Lifecycle in a structured and coherent manner.

In interaction with a brand, a customer usually goes through several stages. The first stage is the awareness stage when the customer becomes aware of the brand existence. …

There is a need to differentiate Design Philosophies and Design Leadership Philosophies. Both are closely intertwined, but a better understanding of their distinctions are important in empowering Digital Transformation. Once we understand them better, it will be easier for us to pick and choose the best strategy for our product design and development.

The Kind of Creative Thinking that Fueled WeChat’s Success is a good example of how distorted and fragmented our understanding of Human-centered Design and Grand Design is.

Grand Design works well for visionaries such as Steve Jobs’ iPhone, or probably Allen Zhang’s WeChat. The chance of success is one in a million or less. …