SX 2017 Wrap Up

SX 2017 Wrap Up

Five years ago Adaptive Path launched the Service Experience Conference, or SX, to focus on the emerging practice of service design. This year was the first that I didn’t direct the conference. Kendra Shimmel, Andrea Fineman, and Nick Remis took the reigns and...
US Airways Contact Us Overkill

US Airways Contact Us Overkill

In the context of the service design and service experience work I do, I’ve been much more focused on the way the services I interact with communicate with me. In this case, I wanted to communicate with US Airways and was presented with the following form, which...