Encountering Constraints in Experiences

Arun Martin
Aug 27, 2017 · 1 min read

When customers encounter services daily, they often face constraints during their service experiences. Constraints help organizations by providing boundaries to their products and services regarding what is possible and not possible. However, organizations fail to realize the impact of the constraints on the customer’s experience with a product or service.

I am sharing my experience of visiting a print store and the constraints encountered below.

From the above experience, a closer look at the above constraints reveals that the organizations may not be able to control the intended outcome as per the customer’s expectations.

Organizations can minimize the negative outcome to a great extent by prototyping the “common” and “outlier” use cases and their specific “context” with the specific customer segments. The feedback from prototyping service experiences possibly could lead to new ideas and help the product or service to be a trusted partner in assisting the customer’s activity.

Prototyping service experiences across different channels gives a deeper understanding of specific customer’s expectations of their omnichannel experiences.

This article was initially published on my blog at https://arunjm.wordpress.com/2017/02/09/constraints-in-experiences/

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Arun Martin

Design Researcher. On Twitter @arunmartin. Collects movie tickets (http://pinterest.com/arunmartin/movie-tickets/)

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