~/talk

UX Research and Service Design for Enterprise

on YouTube 43m
Talkat Amuse UX Conference 2022 · 2022-10-05..10-07· [ux-and-product-design]

speaker

name:Jen Baltz
links:none on file

resources

video:https://youtu.be/o9zfEfkBbsc
slides:none on file

summary

Shows that UX research plus service design finds why a monthly security report takes two hours per report to assemble and why its charts and articles are useless to customers. Uses a heuristic review, customer interviews, contextual inquiry (side‑by‑side), a whiteboard journey map that wrapped around five cubicles, and a service‑design blueprint translated into a Google spreadsheet deliverable. Conclusion: full automation proves infeasible, but the blueprint creates transparency, surfaces concrete fixes, and starts cross‑team work.

AI-written summary · about

chapters (7)

  1. 0:00Intro
  2. 1:11Enterprise
  3. 5:53Service
  4. 9:27Plan of Attack
  5. 18:01Observation
  6. 30:09Review
  7. 34:13Transparency

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