Designing service
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Make Agility Part of Your Process - Harvard Business Review

Make Agility Part of Your Process - Harvard Business Review | Designing  service | Scoop.it

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Not only on the executive levvel, but also in operations. Imperative for service designers and service managers

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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,  check the options in the sidebar. You can follow this blog on Facebook, Pinterest, Twitter and via email and RSS. It is up to you! In case you are interested to connect on linkedin, please feel free to do so (some of this content is also posted on that platform).  
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Designing service

Designing service | Designing  service | Scoop.it

 

 

Customer experience, customer service, design thinking, service design, service management

 

Mail me: fjg.zimny@gmail.com

  

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Even more good stuff at http://fredzimny.wordpress.com

 

 

 

 



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Sneaky's comment, June 25, 2015 10:42 AM
super article
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How can #start-ups utilize #servicedesign?

How can #start-ups utilize #servicedesign? | Designing  service | Scoop.it
SDN Finland MeetUp on Feb. 8 Marc Stickdorn & an interesting panel discussion on "How can start-ups utilize service design?" featuring our SDN Kick grant winners from Fambition Oy, Panda Training Oy and Punos Oy. Source: How can start-ups utilize service design?
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What employers can do to encourage their workers to retrain

What employers can do to encourage their workers to retrain | Designing  service | Scoop.it
David Deming of Harvard University has shown that the labour market is already rewarding people in occupations that require social skills. Since 1980 growth in employment and pay has been fastest in professions across the income scale that put a high premium on social skills (see chart).
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The Great Unbundling

The Great Unbundling | Designing  service | Scoop.it
It’s trivial to say that the Internet changed media; what is more interesting is unpacking how different types of media were affected, and why — and what might happen to TV.

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Nice read: IBM #designthinking field guide v3 4 #ux #download

Nice read: IBM #designthinking field guide v3 4  #ux #download | Designing  service | Scoop.it
IBM defines design as the intent behind an outcome Read more and download at https://ibm.ent.box.com/s/dw2j8nnmj99446my8vgw26subrs0ztg9/1/10972129481/92578560113/1
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Nice read Adaptive Path’s guide to using Adobe InDesign’s Data #servicedesign #customerservice

Nice read Adaptive Path’s guide to using Adobe InDesign’s Data #servicedesign #customerservice | Designing  service | Scoop.it
As designers, the first step in taking our thoughts from a physical space to a digital one is often transcribing them from stickies and whiteboards into spreadsheets. This allows for greater collaboration with partners, advanced handling of data and information, and documentation. Transforming these spreadsheets into effective communication tools for presentations or workshops isn’t so…
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McKinsey & Company: How to Create value through transforming #customerjourneys in #customermanagement #servicedesign

McKinsey & Company: How to Create value through transforming #customerjourneys in #customermanagement #servicedesign | Designing  service | Scoop.it
Almost every successful company recognizes that it is in the business of customer experience. Many businesses understand that it’s no longer enough to compete on products and services; how a company delivers for its customers is beginning to be as important as what it delivers. Customers—whether they’re airline passengers, online retail consumers, or IT-services…
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The impact of the sharing economy on #retail #collcons

The impact of the sharing economy on #retail #collcons | Designing  service | Scoop.it
From hospitality to transportation – the sharing economy has had a huge impact on many industries. Now, a lot of consumers use the likes of Uber and Airbnb before even considering traditional taxis or hotels. Read more... Source: The impact of the sharing economy on retail
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The future of #designthinking | ING DIRECT: Being #human in a #digital world | The Guardian

The future of #designthinking | ING DIRECT: Being #human in a #digital world | The Guardian | Designing  service | Scoop.it
As we look to the future, design thinking will play an increasingly critical role, and organisations will need to evolve and embrace this creative and agile practice if they are to stay ahead of the pack. Source: The future of design thinking | ING DIRECT: Being human in a digital world | The Guardian
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Restoring Sanity to the Office #work #jobs #careerarc

Restoring Sanity to the Office #work #jobs #careerarc | Designing  service | Scoop.it
Sarah Green-Carmichael from the Harvard Business Review IdeaCast interviews me about sanity at work, how over-collaboration and excessive real-time communication/chat are destroying our work days, and plenty more. What follows is a word-for-word, unedited transcript of the recorded podcast: SARAH GREEN-CARMICHAEL: Welcome to the HBR IdeaCast from Harvard Business Review. Read all: Restoring Sanity to…
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Five things #socialmedia #marketers like (and five things they don’t) #socialmediamarketing

Five things #socialmedia #marketers like (and five things they don’t) #socialmediamarketing | Designing  service | Scoop.it
According to the experts, social media in 2017 will be all about live video, chatbots, and perhaps even virtual reality. While this is the case for some brands, many social media marketers have different priorities for the new year. Read about them at : Five things social media marketers like (and five things they don't)
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The Story of Digital Disruption since 1989

The Story of Digital Disruption since 1989 | Designing  service | Scoop.it
When I first started studying Information Technology at school in 1989, little did I know that I would be embarking on the start of what would be a rewarding and exciting career. To be totally honest, I only got into it due to the influence of my Dad, a hardworking computer scientist who worked at Northumbria University for many years.

"1989 was when it all started"
Prior to my research for this post. I had no idea that 1989 was such a pivotal year. March 1989 was actually when it all started. It was the only time that I had long hair, as I was into heavy metal music, following legends such as Guns and Roses, Bon Jovi and Metallica. Jason Donovan was top of the UK Charts with Too Many Broken Hearts and Liverpool were continuing their dominance of the English Premier League, running away with the title again under Kenny Dalglish.

No one could have predicted what was to come for Information Technology and the explosion of creativity, collaboration and innovation which has followed since.

Given the great minds in our industry, I was very surprised to find that no one has actually tried to cover this journey in any detail, so like any astute student of business, I spotted an opportunity.

"The Story of Digital Disruption since 1989"
A timeline charting the key advances in Information Technology since 1989. I hope you enjoy it as much as I did putting it together. Do you agree?


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Sparking creativity in teams: An executive’s guide | McKinsey & Company

Sparking creativity in teams: An executive’s guide | McKinsey & Company | Designing  service | Scoop.it
Senior managers can apply practical insights from neuroscience to make themselves--and their teams--more creative.
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How #marketing can apply #servicedesign thinking to do KYC (know your customer) | CustomerThink

How #marketing can apply #servicedesign thinking to do KYC (know your customer) | CustomerThink | Designing  service | Scoop.it

As a marketer whenever we talk about marketing, what comes to our mind is “Target Audience, Customer, Campaign, ROI.”

However, customers often view us marketers as slimy or even evil – people who invisibly manipulate their insecurities, fears and weak moments in the pursuit of profits. And in the digital era, they don’t shy from voicing that perception and are always quicker to criticize than to appreciate, and it’s for the whole world to see.

That means our prospects, other customers, partners and competitors are watching how fast and how well we resolve their problems. By ensuring the individual customer’s satisfaction consistently, we also get the opportunity to provide a real-time advertisement for our business.

So, as marketers it’s critical to ask ourselves: “Why are they coming to us, and what is the experience we want to provide to win their confidence and loyalty, that will be good for them as well as for our brand?”

Dealing with reality
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World Economic Forum Digital Transformation Unlocking $100 trillion for business and society 

World Economic Forum Digital Transformation Unlocking $100 trillion for business and society  | Designing  service | Scoop.it
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6 Customer Service Predictions for 2017: Westworld Edition - I Want it NOW

6 Customer Service Predictions for 2017: Westworld Edition - I Want it NOW | Designing  service | Scoop.it
Check out our customer service predictions for 2017, with HBO's hit TV show Westworld by our side to demonstrate the new trends and changes!
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World Economic Forum: The Inclusive Growth and Development Report 2017

World Economic Forum: The Inclusive Growth and Development Report 2017 | Designing  service | Scoop.it
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McKinsey & Company: Using behavioral science to improve the #customerexperience | #customerservicemanagement #design

McKinsey & Company: Using behavioral science to improve the #customerexperience | #customerservicemanagement #design | Designing  service | Scoop.it
By guiding the design of customer interactions, the principles of behavioral science offer a simple, low-cost route to improved customer satisfaction.Service operations seem a natural setting for the ideas of behavioral science. Every year, companies have thousands, even millions, of interactions with human beings—also known as customers. Their perceptions of an interaction, behavioral scientists tell…
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Simon Chan’s Story of #Digital #Disruption since 1989

Simon Chan’s Story of #Digital #Disruption since 1989 | Designing  service | Scoop.it
In my last article, I introduced the concept of digital disruption. What is this you may ask? "Digital disruption occurs when new digital technologies Source: The Story of Digital Disruption since 1989 | Simon Chan | Pulse | LinkedIn
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Altimeter’s Top 13 #Digital #Trends For 2017

Altimeter’s Top 13 #Digital #Trends For 2017 | Designing  service | Scoop.it
Each year Altimeter’s team of analysts pull together a list of the top technology, business and digital trends leaders should be thinking about in 2017. Each analyst brings a unique perspective of how they see 2017 unfolding and what you will need to do about it. This year’s list includes 13 insights from four of…
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Fit for Growth | A guide to strategic cost cutting, restructuring, and renewal

Fit for Growth | A guide to strategic cost cutting, restructuring, and renewal | Designing  service | Scoop.it
The solution We’ve devoted 70 years of collective experience to helping dozens of companies answer affirmatively: Are you Fit for Growth? Companies that are “fit for growth” do three things consistently and continuously: Focus on a few differentiating capabilities Align their cost structure to these capabilities Read all: Fit for Growth | A guide to…
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McKinsey Global Institute: A future that works: #automation, employment and productivity #job #jobs

McKinsey Global Institute: A future that works: #automation, employment and productivity #job #jobs | Designing  service | Scoop.it
Automation is an idea that has inspired science fiction writers and futurologists for more than a century. Today it is no longer fiction, as companies increasingly use robots on production lines or algorithms to optimize their logistics, manage inventory, and carry out other core business functions. Technological advances are creating a new automation age in…
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My 10 digital workplace predictions for 2017 – Paul Miller – Medium

My 10 digital workplace predictions for 2017 – Paul Miller – Medium | Designing  service | Scoop.it
  • 1. Digital workplaces seize on AI in the “intelligent workplace”
  • 2. Focus shifts from “firing up tech” to changing behaviour and culture
  • 3. Digital workplace strategy takes central role
  • 4. Intranets keep getting better and stronger
  • 5. The “centre of gravity” for work moves from physical to digital
  • 6. Public and civic organizations transform their digital workplaces
  • 7. Leaders influence (rather than control) as leadership becomes digital
  • 8. Quality search becomes common
  • 9. Workplace by Facebook disrupts the digital workplace industry
  • 10. Digital literacy becomes an essential competence
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Medium: 10 #digital workplace predictions for 2017 #jobs #job

Medium: 10 #digital workplace predictions for 2017 #jobs #job | Designing  service | Scoop.it
1. Digital workplaces seize on AI in the “intelligent workplace” 2. Focus shifts from “firing up tech” to changing behaviour and culture 3. Digital workplace strategy takes central role 4. Intranets keep getting better and stronger 5. The “centre of gravity” for work moves from physical to digital 6. Public and civic organizations transform their…
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You Need More Than #Analytics Data to Grow Your Business: You Need Systems #bigdata #jobs

You Need More Than #Analytics Data to Grow Your Business: You Need Systems #bigdata #jobs | Designing  service | Scoop.it
I have realized something after working with countless companies and helping them set up their analytics tools. They all want the hottest tool. They all want as much data as they can possibly gather. However, these companies don’t actually care about the data. Source: You Need More Than Analytics Data to Grow Your Business –…
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