Designing service
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Designing  service
One of the misunderstandings of these days is that a designer has an artist or artisan background. In that approach designers are idea generators, visualizers and prototypers.   That is not our point of view. Our adagium comes from the management writer Herbert Simon, who stated that "Everyone designs who devises courses of action  aimed at changing existing into preferred ones".  As stated by others, this version of design tends to abstraction and general expertise.   The focus of this blog is service and services. In our world  service is exchanged for service. All firms are service firms; all markets are centered on the exchange of service, and all economies and societies are service based. And just even government and other institutions are always exchanging services for services. But be sure, in this era of change there is a heavy focus also on concept generation, visualization and digital concept and prototypes.   Interested in designing services? In case you are interested to follow,  just do it. You can follow this me on Facebook, Pinterest, Twitter and my blog via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so.
Curated by Fred Zimny
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Understanding your users' mental model

How sketch research can help you get inside the minds of your users and build more intuitive products.
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Understanding the Customer Technology Stack 2.0 - Prof

Understanding the Customer Technology Stack 2.0 - Prof | Designing  service | Scoop.it
Six broad categories have emerged over the last decade in response to specific needs.

The broadest category in the customer technology stack is Customer Relationship Management (CRM). Customer Communication solutions simplify conversations between vendors and customers, and make it easier to communicate. Customer Satisfaction solutions enable companies to get answers to specific questions. Customer Experience solutions are a more focused variant of the previous category. They take the pulse of customers and objectively capture their experience with a product or service. They are typically embedded within the product and emphasize simplicity and ease of use over detail.Customer Loyalty solutions make it easier for companies to reward their customers for specific actions that they perform. The newest category on the block, Customer Success, has significant new investments and has been featured in Mary Meeker's 2015 Internet Trends Report as one of the disruptive new enterprise technologies to watch. 

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marketingIO's curator insight, July 26, 2016 9:52 PM

I buy into this far more than just CX, as these tools come with built-in analytics. I just don't know how to reconcile with the marketing stack.

 

NEW: Experience Remarkable Planning Accuracy With New, FREE Growth Hacking Tool. Go here: http://goo.gl/UjcA8x 

marketingIO's curator insight, October 3, 2016 4:02 PM

marketingIO: One Source for All Marketing Technology Challenges. See our solutions.  #MarTech #DigitalMarketing

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Customer Experience Is the Future of Design

Customer Experience Is the Future of Design | Designing  service | Scoop.it

There was a time when businesses could depend solely on the quality of their products to bring in new business. Success came from a company’s sole focus on delivering a dependable and highly functional product/service to the market.


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Mobile Ethnography: Research Entire Customer Journeys Across All Channels

DAY TWO – OCT 3rd 2015 at Global Service Design Conference NYC MORNING SESSIONS / / METHODS & TOOLS more info at: http://bit.ly/1M9h5k7
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The 3 Secrets To An Exceptional Customer Experience

The 3 Secrets To An Exceptional Customer Experience | Designing  service | Scoop.it
The recent Temkin Experience Ratings Report showed the first drop in customer experience in its five years. The report surveyed more than 10,000 consumers about their experience with 293 companies, a…

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Five key trends from our Customer Experience Optimisation report

Five key trends from our Customer Experience Optimisation report | Designing  service | Scoop.it
Marketers see the importance of customer experience, but face issues with data, and business structures.

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marketingIO's curator insight, March 17, 2015 9:14 PM

And you can purchase the report here: https://econsultancy.com/reports/customer-experience-optimization/ 

Lotta Onninen's curator insight, March 24, 2015 9:36 AM

Surprising how few companies actually use the customer data to improving customer experience. 

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DIY Experience Map

DIY Experience Map | Designing  service | Scoop.it

Experience Maps are a well known and useful UX tool, but the truth is that when it’s time to get one’s hands dirty aren’t easy to solve. The options are too many and the models so varied that making the right decisions can be really complicated, if you aren’t experienced enough in the end the best case scenario will result in an irrelevant Experience Map, and in the worst case with nothing…

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How to Implement Customer Experience as an Organizational Value

How to Implement Customer Experience as an Organizational Value | Designing  service | Scoop.it

CX professionals need to work successfully across many business units within an organization.

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The Intersection of User Experience, Customer Experience and Corporate Strategy: The Holy Grail for 21st Century Business?

The Intersection of User Experience, Customer Experience and  Corporate Strategy: The Holy Grail for 21st Century Business? | Designing  service | Scoop.it

And what better way to do this than bringing together the best of approaches and methodologies that have evolved in the fields of UX and CX (and perhaps others?) and plan a corporate strategy and the associated systems that are truly “customer-focused.” That to me could be the Holy Grail for 21st Century Business and the answer to the question of why customer experience and user experience matter.

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Why UX and CX have to relate to organizational change (EX)

Why UX and CX have to relate to organizational change (EX) | Designing  service | Scoop.it

We need to design all the internal tools, mechanisms, reporting, processes, policies etc to be focused on the employee. We need to understand our teammates and employees as well as we understand our user and customers. I call this Employee eXperience (EX).

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Thinking like a customer: the value of customer journey mapping

Thinking like a customer: the value of customer journey mapping | Designing  service | Scoop.it
Customer journey mapping and experience design are among the most powerful tools marketers can use for innovating and meeting customer expectations – allowing diagnosis of customer experience issues and formulation of innovative and differentiated...
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ProPM Canada's curator insight, April 30, 2015 8:56 AM

Mapping the experience is a vital tool for any customer-interacting engagement, beyond retail.  Understanding your client's expectations and needs is always time well spent.

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The consumer decision journey | McKinsey & Company

The consumer decision journey | McKinsey & Company | Designing  service | Scoop.it
Consumers are moving outside the purchasing funnel—changing the
way they research and buy your products. If your marketing hasn’t changed in response, it should. A McKinsey Quarterly article.
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Michael Allenberg's curator insight, July 31, 2013 7:53 AM

This needs to be at the top of your reading list...

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Improving UX with Customer Journey Maps

Improving UX with Customer Journey Maps | Designing  service | Scoop.it
An introduction to customer journey maps, a technique from service design that can be applied to UX of websites.
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Terry Patterson's curator insight, June 16, 2013 5:04 PM

I find journey maps a great exercise, especially when the experience is poorly understood at first and user research has been done to understand it. The problem I see with them (from practice) is that while it is easy to illustrate a general user journey, it is difficult to account for every user mental model and contextual behavior; therefore, it is important to understand that journey maps illustrate generalities. In my opinion, complex user journeys better be backed up by good user research. 

Brad Tollefson's curator insight, July 19, 2014 3:46 PM

Journeys vs Personas?  Journeys....

Heather Quintal's curator insight, October 8, 2014 4:06 PM

We use customer journey maps as an early step to align the team and focus the project on the right areas of the website. We have a great template you can download here: www.aands.com/journeymap

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Key Strategies To Wow Your Customers With A Winning Customer Experience

Key Strategies To Wow Your Customers With A Winning Customer Experience | Designing  service | Scoop.it

Consumers are willing to pay more for highly personalized experiences, and for those companies who are delivering, research shows they typically grow at...

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Incorporating Customer and User Experience Data into Holistic Journey Maps

Incorporating Customer and User Experience Data into Holistic Journey Maps | Designing  service | Scoop.it
Customer journey mapping can and should serve both User Experience (UX) and Customer Experience (CX) practitioners and m…

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What’s Your Customer Experience Strategy?

What’s Your Customer Experience Strategy? | Designing  service | Scoop.it
Image courtesy of AnnaRachel1 What is a customer experience strategy? Have you laid the groundwork for a successful execution? Let’s start by defining “customer experience strategy.”…
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Romain MAZUIR's curator insight, July 6, 2015 4:46 PM

What’s Your Customer Experience Strategy? #H2MWP

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How Are Marketers Optimizing the Customer Experience?

How Are Marketers Optimizing the Customer Experience? | Designing  service | Scoop.it
Customer experience has been tabbed marketers' most exciting opportunity this year, and a new study [download page] from Econsultancy produced in association with Ensighten indeed finds 41% of company marketers to consider customer experience...

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marketingIO's curator insight, March 19, 2015 8:48 PM

I've yet to see anything remotely close to this: 

You want to optimize the Customer Experience? Live their life for a while. Here's the theme song:  https://open.spotify.com/track/7hH5Wtx5RuYfaKhK1yPw1F 

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Customer Experience in the Internet of Things

Customer Experience in the Internet of Things | Designing  service | Scoop.it

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Olivier Renaudin's curator insight, March 9, 2015 4:44 AM

With every human expected to own some 20 or more connected devices by the year 2020, the Internet of Things (IoT) is a phenomenon brands can’t afford to ignore.

Romain MAZUIR's curator insight, March 9, 2015 4:35 PM

Customer Experience in the Internet of Things #H2MWP

Birgitta Edberg's curator insight, March 29, 2015 3:16 PM

Always easier to understand Customers Experience in infographic.

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Experience maps, user journeys and more…

Experience maps, user journeys and more… | Designing  service | Scoop.it

Basic layouts of Experience Maps.

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Roberto Nocera's curator insight, January 24, 2015 2:18 PM

An useful recap about experience map #cxm #customerexperience

Mike Donahue's curator insight, January 26, 2015 9:59 AM

The UX Lady gives a nice breakdown of experience mapping ing the article.

Tom Van Looy's curator insight, February 1, 2015 2:41 PM

Nice overview

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The Customer Knowledge Map

The Customer Knowledge Map | Designing  service | Scoop.it
This is not a Marketing Funnel We are in love with our mapping processes from Value Stream Mapping, Process Mapping and Customer Journey Mapping.
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Dreaming, Exploring, Locating. Understanding the New Customer Journey

Dreaming, Exploring, Locating. Understanding the New Customer Journey | Designing  service | Scoop.it

Traditionally known for creating innovative ‘bricks & mortar’ customer experiences, FITCH has also had to rapidly adjust our approach. Translating a brand into a compelling consumer experience now requires a much more diverse skill base, a refined process and the ability to orchestrate a much broader range of touch points than ever before.

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User Experience In Customer Relationship Management Strategy Planning

User Experience In Customer Relationship Management Strategy Planning | Designing  service | Scoop.it
Guidelines on how to overcome User Experience (UX) and Customer Experience (CX) challenges that hinder Customer Relationship Management Strategy planning
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Is Mobile Customer Experience Harder?

Is Mobile Customer Experience Harder? | Designing  service | Scoop.it

40% of ecommerce executives believe it’s harder to deliver a positive customer experience on mobile than online.

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Jean Schiller's curator insight, August 3, 2013 10:16 AM

Great article.  As it says, the key thing is to know *your* customers.  For some sites, customers are not visiting on the go.  Research is now showing that a large proportion of mobile users visit sites while at home, often while watching TV.

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Improving UX with Customer Journey Maps

Improving UX with Customer Journey Maps | Designing  service | Scoop.it
An introduction to customer journey maps, a technique from service design that can be applied to UX of websites.

Via Terry Patterson
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Terry Patterson's curator insight, June 16, 2013 5:04 PM

I find journey maps a great exercise, especially when the experience is poorly understood at first and user research has been done to understand it. The problem I see with them (from practice) is that while it is easy to illustrate a general user journey, it is difficult to account for every user mental model and contextual behavior; therefore, it is important to understand that journey maps illustrate generalities. In my opinion, complex user journeys better be backed up by good user research. 

Brad Tollefson's curator insight, July 19, 2014 3:46 PM

Journeys vs Personas?  Journeys....

Heather Quintal's curator insight, October 8, 2014 4:06 PM

We use customer journey maps as an early step to align the team and focus the project on the right areas of the website. We have a great template you can download here: www.aands.com/journeymap