Laura Keller @ServiceDesignLK

Director, Digital Health Experience @ HM Health Solutions; wife to Steve and mom to Audrey and Greta; avid foodie and traveller Warren, NJ Joined October 2008

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Laura Keller @ServiceDesignLK

4 years ago

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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Laura Keller @ServiceDesignLK

4 years ago

Just posted a photo @ Manhattan, New York instagram.com/p/CV8dJ-nL_Omb…

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The Tennessee Holler @TheTNHoller

4 years ago

🔥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

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Laura Keller @ServiceDesignLK

4 years ago

Just posted a photo @ Boston, Massachusetts instagram.com/p/CScF3YBLLlDZ…

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Laura Keller @ServiceDesignLK

5 years ago

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

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Laura Keller @ServiceDesignLK

5 years ago

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

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Laura Keller @ServiceDesignLK

6 years ago

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” 😃

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Laura Keller @ServiceDesignLK

6 years ago

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 😃

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Laura Keller @ServiceDesignLK

6 years ago

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

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Laura Keller @ServiceDesignLK

6 years ago

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?

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Laura Keller @ServiceDesignLK

6 years ago

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

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Laura Keller @ServiceDesignLK

6 years ago

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

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Laura Keller @ServiceDesignLK

7 years ago

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

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Laura Keller @ServiceDesignLK

7 years ago

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!

Digital Insurance @_diginsurance

7 years ago

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Laura Keller @ServiceDesignLK

7 years ago

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