DESIGN THINKING | methods & tools
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DESIGN THINKING | methods & tools
Design Thinking is more than a method. It´s a mindset. www.denkpionier.de
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Kickstarting Design Thinking

This is a short talk and workshop (30' + 90') to give a first introduction to design thinking. Gives theory foundation, notes a few different approaches, and t…

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The Baseline Customer Journey

The Baseline Customer Journey | DESIGN THINKING | methods & tools | Scoop.it

Managing a customer’s journey across time and touchpoint is a labor of love. Attempting to manage different journeys for different customer types can be, well, a labor of lunacy. The baseline journey is a means for making a service for many types of customers a manageable feat for you and much more lovely for them.

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Improving Experiences with Service Design - MOSO2015

The following is a presentation I gave at MOSO2015 on how to improve the customer or user experience through the practice of service design. I provided example…

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Design Toolbox — teaching design, its processes & methods

‘Design Toolbox’ was a 3-week design class that examined a practical understanding of design, its process and methods through inputs, hands-on sessions and sma…
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When Technology is Commoditized, Technology Must Become a Service | Practical Service Design

When Technology is Commoditized, Technology Must Become a Service | Practical Service Design | DESIGN THINKING | methods & tools | Scoop.it
When Technology is Commoditized, Technology Must Become a Service

By Erik Flowers | January 11, 2016
The notion of great service has been around since the first caveperson offered to pick you up on their own dinosaur and take you somewhere in exchange for a sabertooth tusk, rather than you having to own a dinosaur yourself.

Designing for service is not new, and people who are exceedingly adept at designing for fantastic services aren’t new either. Entire industries are built upon service experience. The question is, why does there seem to be an explosion of interest service design as a field now, when great service is nothing new? New conferences are popping up by major organizers; Adaptive Path is on its 3rd service experience conference, Service Experience Chicago just had it’s 2nd year, and the O’Reilly Design Conference is new this year with only one speaker showcasing service design. If you look for books on service design, there are a few recent publications that are relevant to the landscape today, but these are very recent and just starting to tackle this idea of integrating service design into what we do outside of service industries.

Great Service Has Always Existed
It’s not hard to find examples of great service from long before service design was a discipline or something that had a proper name. Looking at the 20th century, many industries strived to deliver customer experiences that were well planned and filled with deliberate moments of delight; early commercial air travel, ocean cruises, full service resort hotels, fine dining, spas. Or, look at an elaborate and well planned wedding that is a choreographed event – people have long had the mind, knowhow, and ability to create these top rate “end-to-end” experience.

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Richard Platt's curator insight, January 12, 6:34 PM

Designing for service is not new, and people who are exceedingly adept at designing for fantastic services aren’t new either. Entire industries are built upon service experience. The question is, why does there seem to be an explosion of interest service design as a field now, when great service is nothing new? New conferences are popping up by major organizers; Adaptive Path is on its 3rd service experience conference, Service Experience Chicago just had it’s 2nd year, and the O’Reilly Design Conference is new this year with only one speaker showcasing service design. If you look for books on service design, there are a few recent publications that are relevant to the landscape today, but these are very recent and just starting to tackle this idea of integrating service design into what we do outside of service industries.  It’s not hard to find examples of great service from long before service design was a discipline or something that had a proper name. Looking at the 20th century, many industries strived to deliver customer experiences that were well planned and filled with deliberate moments of delight; early commercial air travel, ocean cruises, full service resort hotels, fine dining, spas. Or, look at an elaborate and well planned wedding that is a choreographed event – people have long had the mind, knowhow, and ability to create these top rate “end-to-end” experience.

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Design Thinking Method Cards

DTHSG.COMEstablished in 2005. Prototyping since back then.

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Design Methods - toolkit Design Method Toolkit for multidisciplinary design research

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Fast food: faster. | Service Design Master

Fast food: faster. | Service Design Master | DESIGN THINKING | methods & tools | Scoop.it
Since the opening of McDonald’s, the company has been known for its products and its expansion from an eight product-menu to a more than a hundred
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'Design Thinking' for a Better You

'Design Thinking' for a Better You | DESIGN THINKING | methods & tools | Scoop.it
A strategy called “design thinking” has helped numerous entrepreneurs and engineers develop successful new products and businesses. But can design thinking help you create healthful habits?
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How “design thinking” can spark retail innovation

How “design thinking” can spark retail innovation | DESIGN THINKING | methods & tools | Scoop.it

An interview with SAP Chief Design Officer Sam Yen.


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Designing Learning Environments

Designing Learning Environments | DESIGN THINKING | methods & tools | Scoop.it
  Some thoughts on designing better learning experiences Text originally published on Medium Workshops, lectures, conferences, courses, books, games, tutorials, etc. Products and services for learn…
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Design thinking holds the answer to some of the public sector’s toughest challenges

Design thinking holds the answer to some of the public sector’s toughest challenges | DESIGN THINKING | methods & tools | Scoop.it
In the past few decades, design has become increasingly recognised as a driver of economic growth. Communication, interaction, product, gaming and fashion are just a few examples of well-known design disciplines where designers have successfully used their specific expertise and approaches to create innovation.
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Storymapping the Experience

What does a great experience have in common with a great story? Everything. While creating an experience that engages, influences, and excites can sometimes se…
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Interesting Case Studies of #DesignThinking Usage in Organizations

Interesting Case Studies of #DesignThinking Usage in Organizations | DESIGN THINKING | methods & tools | Scoop.it

“ How and why organizations fail or succeed in adopting (their understanding of) design thinking.”


Via Alvaro Gregorio, Xavier
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Ten Years of Support for Design Thinking – An Interview with Hasso Plattner

Ten Years of Support for Design Thinking – An Interview with Hasso Plattner | DESIGN THINKING | methods & tools | Scoop.it
Design thinking is getting more and more popular. Some already regard it as a new management paradigm. Ten years ago Hasso Plattner, co-founder of SAP, was one of the first people to support design…
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Book Review: Service Design for Business (2015) | Practical Service Design

Book Review: Service Design for Business (2015) | Practical Service Design | DESIGN THINKING | methods & tools | Scoop.it
I recently received my pre-order copy of the new service design book "Service Design for Business" and this is my in-depth review! Find out of it's a buy, or a
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SERVICE EXPEDITION: Exploring Services from the Customer’s Point of View

SERVICE EXPEDITION: Exploring Services from the Customer’s Point of View | DESIGN THINKING | methods & tools | Scoop.it

JOIN US ON A SERVICE EXPEDITION: Exploring Services from the Customer’s Point of View on January 15th, 2016!

We invite you to experience a set of integrated service design frameworks that, when used together, are a powerful tool for creating and sustaining customer experience that is aligned with your organization’s brand and customer experience strategy

1. Service Blueprinting

Your day begins with step-by-step instructions on how to create service blueprints. You will learn the blueprinting approach and process – five components that, when drawn up together, can help you make your customer-company relationship and the customer experience crystal-clear.

2. Customer Journey Mapping

Next we go deeper into your customers’ service experience by creating a customer journey map. The customer journey map is a visual representation of the different touchpoints that characterize their interactions with the service. We will work step-by-step as when service blueprinting, except now we also consider critical intangible elements such as affinity, pride, and satisfaction.

3. Customer Brand Encounters

Here we introduce a process designed to guide you in determining how closely aligned your customers’ actual experiences and perceptions are to what they expect from your brand. We will demonstrate how to pull insights from your service blueprint and your customer journey map to uncover new ways to strengthen brand preference and loyalty.

4. Making it Real

Now it is your turn! We will work with you as you complete a service
expedition for your company. This is your opportunity to design
your services according to your customers’ needs and eliminate
potential failure points in your delivery efforts. You will finish the
day with outlining an action plan to take back to your organization.

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Empathy at Work - SAP User Experience Community

Empathy at Work - SAP User Experience Community | DESIGN THINKING | methods & tools | Scoop.it
Have you ever played the childhood game with your sibling or friend where you mirror their words and actions, much to their annoyance? Turns out that what
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CB Insights Presents: Corporate Innovation Theatre In 8 Acts

CB Insights Presents: Corporate Innovation Theatre In 8 Acts | DESIGN THINKING | methods & tools | Scoop.it
Here are 8 song-and-dance routines that corporations use when trying to look innovative. Sit back, relax, and enjoy the show.
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Fjord Trends 2016

Now into its ninth year, Fjord’s annual Trends Report 2016 has arrived and, once again, we unveil what we believe to be the most significant technology and bus…

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What the Research Tells Us About Team Creativity and Innovation

What the Research Tells Us About Team Creativity and Innovation | DESIGN THINKING | methods & tools | Scoop.it

They’re not always straightforward.


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How The Coca-Cola Company used service design to take a human-centred approach to HR

How The Coca-Cola Company used service design to take a human-centred approach to HR | DESIGN THINKING | methods & tools | Scoop.it
At Coca-Cola Global Business Services, GBS for short, we provide Finance, procurement, HR and IT services to the more than 700,000 Coca-Cola employees around the world. And just like any other service provider, we see delivering a great service experience as a vital aspect of what we do.
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