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Usability Mapping – A Workshop at the World Usability Congress

Jan 19th, 2014

Safety and documentation cannot be separated.
Never will we know how much harm we prevented.
Always will we know that we minimized the risk.
Safe documentation is our product liability.


What is Usability Mapping? – What does it Cost?
What is Usability Mapping?
Usability Mapping is a technical communication strategy that maps answers to user questions. This approach enables users to navigate to the answers they need instead of searching. Usability Mapping measurably reduces:

  • the risk of misunderstanding a message
  • foreign language interference

Usability Mapping is most effective when applied to procedures, processes, standards, policies and reports. These documents must reliably enable behaviors such as:

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The 6 Pieces of the Customer Experience Puzzle

By  |  Jan 17, 2014

How do you define customer experience — and, more importantly, how do you create the best customer experience model? I started wondering about both concepts while working on an assignment to increase sales from the digital channel of a hospitality giant.

It seems like everyone is interested in the idea of “great customer experiences.” But both businesses and scholars have struggled to understand what that really means, and have fared even worse at attempts to measure the outcomes of the “Customer Experience.”

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Arne van Oosterom am World Usability Congress 2014

Jan 13th, 2014




Arne van Oosterom
Arne is internationally recognized as a pioneer and
thought leader in the emerging field of service design
and design thinking. Successfully merging business
thinking and creative thinking.

Arne is Creative Director and Owner of DesignThinkers, an
Agency he co-founded in 2007 in Amsterdam.
DesignThinkers is now one of the leading design driven
innovation agencies helping organizations around the world
making the transition from being strictly product orientated
and sales driven, towards being service orientated and
human centered.
DesignThinkers is a design driven Service Innovation Agency
for a New Era. They believe in the importance of creative
thinking and doing, facilitating ongoing conversations and
learning by doing.
DesignThinkers is not a conventional agency but a
collaborative and has partners and associates in the U.K.,
Germany, U.S.A, Chile, Austria and The Netherlands.

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Follow the Pegasus

Feb 11th, 2013

Do you want to know more about User Experience & Service Design? Follow the Pegasus

Then follow the Pegasus to get awareness!