The start of any journey begins life as a transaction service experience, (Fig: 17.1) this establishes the relationship for the rest of the delivery, and traditionally deteriorates towards the end (Fig: 17.2) of the users off-boarding experience. (McCloud, 2016)

The Blue Ocean Strategy (Fig: 15.3) represents the central pursuit of value viability by its equal emphasis on respecting the needs of the buyers (product differentiation) and the industry (elimination of waste) with the creation of industry firsts. (Kim and Mauborgne, 2015) Ultimately the goal of any organization is to…

Too often designers begin their process at the “how” (task enabler) (Chimero, 2012) rather than the “why” (objective motivator) (Thomas and McDonagh, 2013). and even more organisations don’t even know “why” they-do what they-do. WHY (NARRATIVE) This purpose and northern star (Fig: 14.3) provides an emotional connection of cause and belief…

Environment refers not only to the platform you’re designing for, but also how it will be operated and the physical space that it will be used in. (USTWO, 2014) Extending the world’s as sensors, platforms and translation (Fig: 5.1) into extended-intelligence these digital real- world experiences of Internet-of-Things (I.O.T). ecosystems…

As collaborative tool, for teams to help discover and gain deeper insight. Empathy Mapping (Fig: 7.3) (SolutionsIQ, 2016) is arguable the most critical and singular force within HCD and the UX process. A design model that gives the observer a 360 sense of behaviours and emotions, by walking in the…