Service blueprint shows the pains of delivering membership
In January 2018, I created a service blueprint that showed the inefficient internal processes of how the business was delivering membership.
Happiness tracking to measure the user experience
I used Happiness Tracking Surveys to measure the experience of Deakin Library Search. Analysis guides decisions for continuous improvement.
Empathy building by sharing personas
Personas help us write, develop and design with users aims in mind. Empathy maps may be better suited to build both emotional and cognitive empathy.
