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Interesting how many times I've overheard "we're doing service design" @ #ias13. Are UXers moving beyond digital or just using the toolkit?
RT @peterme: IAS2012 was about practical approaches for x-channel design. 2013 is the realization we need foundational theory for it to make sense.#ias13
That said: thank you Republican congress for the sequester and understaffing TSA. You're making my travel crappy and their work dayside so
TSA BWI: If you're going to ask ppl to change behavior (show pass at scanner), post a sign. Some people are deaf & some act like they are.
Wow. The @USAirways whole take a bus from F to B is crappy, stressful
experience in a tight turnaround. #servicedesign #fail
RT @ChrisRisdon: Join me in Austin in June for our Experience Mapping workshop and learn how to orchestrate cross-channel experiences!
What company has a research dept that has evolved from gatekeeper to truly helping the org be more customer-centric? I want to talk to them
RT @jamesmelzer: First time at the IA Summit? You should attend a first-timers dinner! Small groups, local restaurants. It's fun.