Recalling Service Experiences

Recalling Service Experiences

The primacy bias and the recency bias show that more important than the duration of pain or pleasure, or even the intensity of it as an average, is the way the experience started and ended.

Parallel Prototyping

Parallel Prototyping

Parallel prototyping is a rapid prototyping technique that is especially useful for larger groups, allowing multiple prototypes to be built by innovation team members at the same time. 

The Service Blueprint

The Service Blueprint

The service blueprint is a detailed visualization of how all of your service components come together, from front-end public facing activities to back-end service delivery activities.

The Affinity Diagram

The Affinity Diagram

Affinity diagramming (also known as the KJ method or affinity chart) is a visualization technique that allows researchers to categorize and sort insights based on key themes. 

The Love Letter / Breakup Letter

The Love Letter / Breakup Letter

The love letter/breakup letter is a qualitative method that allows researchers to understand how critical incidents or experiences affect loyalty to a brand.