Rob Fay – Medium

Rob Fay

Leveraging Personas to Make Better Business Decisions

As a young boy I eagerly looked forward to Sunday nights. After dinner and a warm bath, I would sit in front of the television and watch…

7 min readJul 22, 2021

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Persona avatars with silly names

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Rob Fay

The Case for Pruning

Experience Designers must work with teams to regularly evaluate products and services and find ways to simplify the experience.

5 min readMay 11, 2021

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kitchen before and after photos

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Rob Fay

What is Service Design: Part 3 — Service Blueprinting

Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the…

3 min readNov 12, 2020

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What is Service Design: Part 3 — Service Blueprinting

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Rob Fay

What is Service Design: Part 2 — Journey Mapping

Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the…

4 min readMay 18, 2020

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What is Service Design: Part 2 — Journey Mapping

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Rob Fay

What is Service Design: Part 1 — Personas

Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the…

2 min readApr 27, 2020

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A rubber stamp that prints, “Do you know your customers?”

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Rob Fay

Customer Experience (CX) Vision for Companies Who Want to Win

EXECUTIVE SUMMARY

10 min readOct 5, 2016

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Customer Experience (CX) Vision for Companies Who Want to Win

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Rob Fay

You Are Here

User Experience practitioners need to provide contextual cues for mobile users.

3 min readApr 17, 2015

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You Are Here

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Rob Fay

In Defense of Delight

Great products include features that delight customers.

3 min readApr 10, 2015

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In Defense of Delight

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Rob Fay

Rob Fay

Experience Design Strategy. Customer-centric companies outperform others by 200%! Let’s win together. Reach me at hey@robfay.com to discuss.

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