A meta-analysis in Organizational Behavior and Human Decision Processes of how peaks, endings and duration relate to the way people evaluate experiences in retrospect.
A Journal of Business Research article examining how first, peak and final impressions, and the delay before recall, relate to overall evaluations of a service, using hotel stays.
Nielsen Norman Group on what interviews can and cannot reveal, including fallible memory and rationalised accounts of past behaviour, and why they pair with observation.
GOV.UK Service Manual guidance on reconstructing a service experience by exploring what people did, thought and felt over time.
Other topics
- Service blueprinting
- Journey mapping
- User research
- Discovery
- Stakeholder mapping
- Co-design
- Prototyping
- Public sector
- Health
- Systems thinking
- Systemic design
- Participatory design
- Design research
- Service organisations
- Professional practice
- Introductions
- Policy
- Futures
- Measurement
- Service standards
- Collaboration
- Education
- Power dynamics
- Agency and autonomy
- Design ethics
- Research ethics and consent
- Interviewing
- Dark patterns
- Culture and context
- Inclusion