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Oxytocin Organisation

The Oxytocin Organisation provides an original methodology to enable business to create participation based strategies.

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Values for participation

August 23, 2019September 2, 2019 Jonathan Lovatt-YoungLeave a Comment on Values for participation

Inputs to value design: Service architecture Connections design Once the organisation understands where to focus, new islands of capabilities start to form. These in isolation are useful as single functions, but the real power is addressing how these separate functions can be joined – connections if you like. With all the elements in place now

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The p3 framework

August 23, 2019September 2, 2019 Jonathan Lovatt-YoungLeave a Comment on The p3 framework

At the heart of The Oxytocin Organisation methodology is the P3 model – where participation is purposefully assessed, designed and changed. Each activity contains a range of tools and techniques that are to be executed in sequence for the three areas: Culture Data Experience These methods are created for the organisation to do itself, not

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Differentiation mapping

August 23, 2019September 2, 2019 Jonathan Lovatt-YoungLeave a Comment on Differentiation mapping

Organisations either feel so overwhelmed by the potential number of projects that they do nothing because the prospect of making any kind of dent is out of reach or they instantly convert this list to a backlog. It’s so large that after the first tranche, momentum is lost and normal service of focusing on quick

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Idea as an experience

August 23, 2019September 2, 2019 Jonathan Lovatt-YoungLeave a Comment on Idea as an experience

Creating a single page in an easy to understand language, where all employees can see what the fundamental organisation vision and purpose is and how it is brought to life, can be a powerful and memorable tool. Each item is linked together in a cascade to show how they cannot be easily separated.  If all

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Black and white mapping

August 23, 2019September 2, 2019 Jonathan Lovatt-YoungLeave a Comment on Black and white mapping

A social manifesto Think about the following questions: Aside from the elevator pitch of the brand strategy, what is your organisation’s social manifesto? Do you even have one or know what it is? Are you on the side of the customer? What are you doing that’s worthwhile and meaningful or out to prove a point?

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Using behavioural change

August 23, 2019September 2, 2019 Jonathan Lovatt-YoungLeave a Comment on Using behavioural change

All of the psychology and behavioural economics learnings have led to a generalised model to enable change: Illustration – Behaviour cycle   The cue – something telling us to act now, anticipating the reward by acting Which triggers The action – completes the routine, easy, familiar, beautiful and obvious May provide The reward – sometimes

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Designing for the customer

August 23, 2019September 2, 2019 Jonathan Lovatt-YoungLeave a Comment on Designing for the customer

User-Centred Design is not new, since the early days of Human-Computer Interaction there has been a requirement to understand who is using the software and what they are trying to achieve. A whole suite of vocabulary is used in the area, often meaning the same thing.  The semantics matter how to describe who matters most:

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Services

  • Assessment
  • Strategy
  • Service concept

OPINION CATEGORIES

  • Customer experience
  • Questioning convention
  • Psychology
  • Dark patterns

OBSERVATIONS AND CHALLENGES

Opinion contains a collection of customer experience observations focused on asking questions where deep-rooted industry norms are in operation. A number of challenges are set to service designers and businesses asking how can we ultimately change current poor experience to ones that customers love.

Teams and training

Looking to develop your own CX team? We can help with Operating Model design and recruitment. Need deeper experience skills? We offer bespoke training in service design from a single topic to continuous development.

Contact

+44 (0) 7719 405 424 | mail: hello@loveexperience.co.uk

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