About Connie Le brocq
Connie is passionate about... design and culture, service design methodologies, service design thinking, design education, user experience, prototyping, service delivery, trends, expert interviews, storyboard, workshop, digital service, user journey, user-centred, personas, workshops, customer engagement, qualitative research, co-creation, touchpoint analysis, cultural change, service vision, service blueprint, service design toolkit, co-design, employee experience, system design, user testing, employee journey, toolkit, storytelling, service strategies, service guidelines, journey map, concept validation, stakeholder map, service innovation, service architecture, service roadmap, co-design sessions, customer experience, experience roadmap, service safari, customer journey, universal design, brand experience, Experience Testing, Affinity Mapping, Customer Journey, culture, affinity diagram, desktop walk-through, affinity diagram, customer journey, service design, NPS, business design, Design 2.0, experience design, service improvement, Customer Centricity, CX, design research and Human-Centered Research
Passionate about human centred design to transform existing experiences whilst creating new services.
Experience working in financial services, predominatly banking, and government including service operating model design, process automation, app design.
To me, service design means...
Understanding the current experience of a service by analysing an emotive response to a journey - the customer highs and lows, identifying the interactions with channels, people and different processes to ultimately create experiences which are easy to use and delight customers.