Laura Keller
@ServiceDesignLK
Director, Digital Health Experience @ HM Health Solutions; wife to Steve and mom to Audrey and Greta; avid foodie and traveller
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Amtrak’s epic customer experience fail. Seamless and accurate communications is critical to good service experiences #servicedesign @AmtrakNECAlerts linkedin.com/posts/laura-ke…
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#amtrak #servicedesign #customerservice #cx #customerexperience | Laura Keller
Service experience epic fail: Amtrak. My husband was supposed to be on a 7:30 AM train this morning to Richmond, from Newark. Here's the timeline of his experience: - Checks status at 6:00 am -...
Just posted a photo @ Manhattan, New York instagram.com/p/CV8dJ-nL_Omb…
🔥WATCH: “CRT is not in our schools, you didn’t know what it was 6 months ago… my 5yo gets that we mask up for others, wish more adults grasped that… if you only like democracy when it goes your way, you don’t like democracy” Holler’s @Kanew at last night’s WILCO board meeting
Just posted a photo @ Boston, Massachusetts instagram.com/p/CScF3YBLLlDZ…
Public schools have faced new challenges on how to deliver quality education safely during the Covid-19 pandemic. Read my latest UX Matters article on how using service design best practices can help schools manage through these times tinyurl.com/ybcwt6se #servicedesign #CX
As designers, we're accustomed to designing experiences that meet the needs, behaviors and preferences of customers and employees. But COVID-19 has quickly and dramatically changed the service industry, and now service designers mu…lnkd.in/eyUFH4d lnkd.in/evNpF7A
Applied my #CX day job to sheltering at home, brainstorming activities with the kids so they feel ownership for what we do over the next few weeks/months... one category is “helping mom and dad” 😃
Remember the downward spiral of Jack in The Shining? We are trying to avoid that as our kids will be home with us for four weeks... we made a schedule with the girls’ help... here’s to avoiding an axe scene 😃
Approaching 20 years in #CustomerExperience and #UserExperience consulting, I thought the end of this decade marked a good time to reflect on my most common advice to clients. Read it here: tinyurl.com/umvrece
Made some returns and noticed the stapler at the counter. The employee said, “it’s a fancy name for cashier,” chuckled and rolled her eyes. Is she right? Are we adding complication with these terms? How are employees who have always been attentive and accommodating feeling?
As consumer activism grows, service designers will be critical to helping companies figure out how brands need to change. Read my latest UX Matters article: tinyurl.com/yxqr6325 #servicedesign #customerexperience
The opportunity for #telehealth to improve access and health outcomes is strong, but #designers are key to its success - read my latest #UXMatters article here tinyurl.com/yxqjxfr2 #HealthTech #servicedesign #designthinking #userexperience
Excited to try a new coffee place on my way to NYC and the leaky lid is destroying my enjoyment... here’s my fix... no, the diaper isn’t dirty :) #uxdesign #productdesign #coffee
Thrilled to see my article on how insurance carriers should have a human-first approach to transforming their overall business model, technologies and processes on the front page of Digital Insurance Magazine!
People believe life insurance is boring, corporate and stagnant. But the reasons people buy it are very emotional: family and loved ones. Read why carriers should be re-defining how they engage customers: ms.spr.ly/6014r7LzC #CX #Insurance
Encouraging Innovation: Drug Discovery & Clinical Trials - check out my #UXMatters article tinyurl.com/z552sol lnkd.in/d7XTqah
Excited to speak at #AHIPdigital: Using #designthinking to gain trust between payers and patients #NTTDATAInc lnkd.in/dYHqCYP
How has #CX impacted the #logistics industry? Check out my latest #servicedesign article on #UXMatters tinyurl.com/gtawqek
Check out my latest article, Keep Life Meaningful: Designing the Senior Exp. on UXMatters tinyurl.com/htmstgg lnkd.in/eiQJXMi
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