‘Customer journey mapping’ by Deborah Szebeko
Article in Total Place: A practitioner’s guide to doing things differently, 2010
Deborah writes about journey mapping as a way to visually represent a user’s experience of a service. The Total Place compendium explores best practices in bringing together public services to avoid overlap and duplication for service efficiency and improvement.
‘The Human Factor’
by NESTA, 2009
NESTA’s report ‘The Human Factor’ outlines how involving the public in transforming health care can save money and save lives. thinkpublic’s work with the Alzheimer’s Society is featured as an effective way to develop new services.
The Experience Based Design Approach: Using patient and staff experience to design better health care services.
Concepts and case studies by Helen Baxter, Dr Mark Mullgestong and Dr Lynne Maher, 2009
Several of our projects have appeared in this report that lays out concepts and case studies of the EBD approach. Order the book here.
DEMOS Report: Journey to the Interface
by Sophic Parker and Joe Heapy, 2006
thinkpublic’s Experience Based Design work at Luton and Dunstable Hospital featured as a major case study in the Demos report ‘Journey to the Interface’. The report explores how design can connect users to public service development.