March 9, 2022

What’s Missing from Omnichannel?

Crafting a Connected Omnichannel Experience An omnichannel experience, where all of the touchpoints that come into contact with a customer are consistent and connected, is the baseline of what brands need to deliver in order to retain customers and gain new ones in 2022. And yet, often brands still get this part wrong. My family and I recently installed a new home security system that my husband signed up for. He downloaded the app and set up all of the alarms and cameras around the house, and I also downloaded the app on my end so that I can turn the system on and off (mostly so that I can…

February 25, 2019

When the Void Shouts Back

My notes on the talk: When the Void Shouts Back: Broadcasters and Digital Communities at Scale by Cheryl Platz Principal Designer at Microsoft, working on the future of AI authoring tools as a Design Lead Founder, Ideaplatz, Design Instruction for individuals and corporate training She describes her work as livestreaming media driven asymmetrical interaction Twitch and Youtube are big but Youtube is not as good at community Twitch is smaller, more gamers, and healthy communities Different levels of engagement from streamers to mods and managers, contributors, chatters, and watchers Chat driven interaction is easy and fast but easily trolled and doesn’t scale Richer interaction is possible through events like when…

November 15, 2018

How Gerber used a Refined CX as Key Pillar of its Brand Transformation

My notes on the talk at the DMWF conference By Claudia Ciciliano, Director, Customer Engagement We looked at our competitors in category but also out of category, we looked at Babycenter and others Then plotted the services along a 2 x 2 looking at support services and transactional services They found an opportunity / differentiator to bring one to one experience to the table Developed the Dotti Service which is a text-based nutrition / sleep service, not a bot, manned by a team of 40 specialists Dotti is available for no fee and you don’t have to use Gerber formula to use the service The users volunteer their data in…

January 3, 2017

The Healthcare Service Design Rollercoaster

Since 2011 I’ve wanted to take on a healthcare service design project and last year I finally made it happen. We’re nearly at the end of a year long pro bono project to redesign a holistic health center in Manhattan. It’s been the most challenging project of my life. It all started with trying to find a client. We spoke to a number of clients including hospitals and addiction centers, but we ran into issues with HIPPA and finding the right fit for our vision. We wanted to have full purvey over all aspects of the design from the physical space to technology to the way the staff interacts with…

Welcome to jenmaroney.com

What’s Missing from Omnichannel?

When the Void Shouts Back

How Gerber used a Refined CX as Key Pillar of its Brand Transformation

The Healthcare Service Design Rollercoaster