NN/g UX Podcast
The Nielsen Norman Group (NNg) UX Podcast is a podcast on user experience research, design, strategy, and professions, hosted by Senior User Experience Specialist Therese Fessenden. Join us every month as she interviews industry experts, covering common questions, hot takes on pressing UX topics, and tips for building truly great user experiences. For free UX resources, references, and information on UX Certification opportunities, go to: www.nngroup.com The Nielsen Norman Group (NNg) UX Podcast is a podcast on user experience research, design, strategy, and professions, hosted by Senior User Experience Specialist Therese Fessenden. Join us every month as she interviews industry experts, covering common questions, hot takes on pressing UX topics, and tips for building truly great user experiences. For free UX resources, references, and information on UX Certification opportunities, go to: www.nngroup.comTime transcribed: 22h 36m 34s
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Title:
Exploring Service Design with Thomas Wilson: Principles and Practices
Summary:In this episode of the Nielsen Norman Group UX Podcast, host Teresa Fessenden engages with Thomas Wilson, a senior principal service designer and strategist at UnitedHealthcare, to explore the intersection of service design and user experience (UX). Wilson shares insights on how service design goes beyond aesthetics to solve complex problems within organizational ecosystems. They discuss the significance of mapping customer journeys, the importance of empathy in design, and the evolving landscape of service design in the United States. Wilson emphasizes the necessity of rigorous research and its role in understanding diverse user experiences
Tags:['UX', 'Service Design', 'Customer Experience', 'Research', 'Design Thinking', 'User-Centered Design']