experience design — Blog | Customer Centric Solutions LLC

Design Thinking at The Walt Disney Company

Early in my career I had the opportunity to work on an engagement for The Walt Disney Company supporting the design of DisneyQuest - an indoor interactive theme park.

Design Thinking, Customer ExperienceJohn GusiffJuly 27, 2017Disney, customer experience, design thinking, experience design, improving customer experience, guest experience, be our guest, Mickey's ten commandments, design principles, walt disney company

Storyboarding to Bring your Journey Maps to Life

I just got back from facilitating a two day workshop to help an international bank, JMMB, innovate its’ auto loan application process for millennials.

Customer Journey Mapping, Customer Experience, Experience DesignJohn GusiffApril 15, 2016storyboarding, setting, 3 S's storyboarding framework, stories have an audience, stories have a purpose, experience design

The Anatomy of an Experience Blueprint

It is a schematic diagram that represents all the details of a service from both the customer and organization’s perspective.

Experience Design, Design Thinking, CX InnovationJohn GusiffJuly 6, 2015experience design, experience blueprint, service blueprinting, onstage experience, backstage operations, onstage actions, backstage actions, operationalize journey maps, line of interaction, line of visibility, line of internal interaction

Six Tips for Observing to inform Experience Design

As part of our Insights for Innovation class offered by the good folks at IDEO we are learning and practicing the skillsets for Observing "listening with our eyes" as part of an overall Needfinding activity set.

CX Insights, Experience DesignJohn GusiffJuly 3, 2015needfinding, observing customers, experience design, empathy

Experience Blueprinting: How to get Started?

We often see companies whom have just completed a Customer Journey Mapping exercise get either "stuck" or "stalled" in executing against the insights gained after they have completed a Customer Journey Mapping exercise.

Design Thinking, Experience DesignJohn GusiffJune 28, 2015experience design, experience blueprint, service design, service blueprinting, customer pain points, taking action on CX, taking action on customer insights, becoming customer centric, service innovation, WOW thru Service

CX Service Innovation: Design and Build your own Custom Bike

In the market for a new commuter bike? Well, The Mission Bicycle Company, based in San Francisco, might be just the place to go to design & build your own bike.

CX InnovationJohn GusiffApril 9, 2015cx innovation, service innovation, experience design