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,  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).  
Curated by Fred Zimny
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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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Sneaky's comment, June 25, 2015 10:42 AM
super article
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GDS design notes: Building an international group of government designers

GDS design notes: Building an international group of government designers | Designing  service | Scoop.it

The UK was recently named as the world’s leading digital government. But it is far from the only digital government.The D5 member countries – Estonia, Israel, New Zealand and South Korea, alongside the UK – all have well-developed digital organisations in government. The US has two government digital organisations, while Australia’s Digital Transformation Office was…

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Rethinking Design Thinking |

Rethinking Design Thinking | | Designing  service | Scoop.it

Design Thinking has become one of the most visible and promising innovation movements in recent history, yet all design thinking is not the same, especially in practice. The current proliferation of a one-size-fits-all approach is not only ineffective, it could ultimately doom its future. We see this all the time: workshops filled with post-it notes…

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William Smith's curator insight, February 18, 2:21 PM
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Cute: Kuudes’ Finnish study The Informed #Consumer #customerservice

Cute: Kuudes’ Finnish study The Informed #Consumer #customerservice | Designing  service | Scoop.it

Understanding the customer is a crucial part of the work at Kuudes. We accordingly decided to conduct a thorough study of the motives and most recent trends underlying consumer choices and tour the whole of Finland to interview people. Read akk Finnish study - The Informed Consumer

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Key #CX charts from Adobe’s #Digital Trends 2017 Report

Key #CX charts from Adobe’s #Digital Trends 2017 Report | Designing  service | Scoop.it
Last year, the Adobe Digital Trends report showed data-driven marketing to be the top priority for marketers, with 90% of survey respondents citing it as their number one choice. Fast forward to 2017 and the tables have turned. Read more... Source: Four key CX charts from our Digital Trends 2017 Report
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Adaptive Path’s guide to experience mapping

Adaptive Path’s guide to experience mapping | Designing  service | Scoop.it
The Customer Journey Mapping methodology will help businesses in the service industry unleash collaborative creativity and come up with innovative new service concepts
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Futurethink: Is Busywork Holding Your #Career Back? #smartcreatives

Futurethink: Is Busywork Holding Your #Career Back? #smartcreatives | Designing  service | Scoop.it

Sixty-one percent of Americans today say they don’t have enough time to do the things they want to do. But often what’s keeping us so busy isn’t that important. “Most of us have no problem with being busy, but we’re often busy on the wrong things,” says Angie Morgan, coauthor of Spark: How to Lead…

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Closing the skills gap: Creating workforce-development programs that work for everyone | McKinsey & Company

Closing the skills gap: Creating workforce-development programs that work for everyone | McKinsey & Company | Designing  service | Scoop.it

The ‘‘skills gap’’ in the United States is serious. Here is how to do better. “The land of opportunity”—that is the promise of the United States. And one of the reasons the country has been able to deliver on that promise is that it has been able to develop the talent it needs to create…

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Digital Experience Fails Over Organizational Fragmentation

Digital Experience Fails Over Organizational Fragmentation | Designing  service | Scoop.it

They all tell the bear he is decidedly not a bear, but “silly man who needs a shave and wears a fur coat.” Finally, he is brought to a zoo, but even the zoo bears don’t believe him, because any real bear would be in the zoo with them. Read the book, or watch the…

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Wim Rampen’s Customer (Experience) Management Failed – digital-customer-engagement

Wim Rampen’s Customer (Experience) Management Failed – digital-customer-engagement | Designing  service | Scoop.it

This week it hit me. Last week I was having this workshop with one of our clients to discuss a new project that they wanted our help with. We’ve been working with this client for several years, and successfully reduced (deflected is the word used mostly, but I like to put it like it is)…

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You Need to Manage Digital Projects for Outcomes, Not Outputs

You Need to Manage Digital Projects for Outcomes, Not Outputs | Designing  service | Scoop.it

When is a project finished? For most of us, it seems pretty simple: when we ship the product or launch the service. But we need to take a step back and consider what “done” really means.Most teams in business work to create a defined output. But just because we’ve finished making a thing doesn’t mean that thing…

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Again and again and again: yes there is a Return on Design

Again and again and again: yes there is a Return on Design | Designing  service | Scoop.it
Superior product design has been widely touted as a competitive advantage.
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Come play with us – the Tesco Service Design playbook | Roman Schöneboom | Pulse | LinkedIn

Come play with us – the Tesco Service Design playbook | Roman Schöneboom | Pulse | LinkedIn | Designing  service | Scoop.it

"bridging complexity fast I am very proud that the Tesco Service Design playbook was launched officially (internal for now). The team and I created this resource over the last months to be a useful reference and guide for project teams while they work through a typical project. The playbook is written from the perspective of…

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From disrupted to disruptor: Reinventing your business by transforming the core | McKinsey & Company #digital #madonna

From disrupted to disruptor: Reinventing your business by transforming the core | McKinsey & Company #digital #madonna | Designing  service | Scoop.it

Companies must be open to radical reinvention to find new, significant, and sustainable sources of revenue. When Madonna burst onto the scene in the early 1980s, there was little reason to suspect that she’d have more than her allotted 15 minutes of fame. But in the three decades since her debut album, she has managed…

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This is why user experience is more important than price

This is why user experience is more important than price | Designing  service | Scoop.it

When was the last time you went into a store and purchased something? Perhaps you were just running into the store to pick up a quick snack. Chances are that prior to even the simplest of shopping decisions, you consulted the internet. Whether shoppers are looking for information on prices, reviews, quality or the general…

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McKinsey & Company: Are you really listening to what your customers are saying?

McKinsey & Company: Are you really listening to what your customers are saying? | Designing  service | Scoop.it

Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback. Customer-experience metrics have proliferated over the past decade, and chances are that your business relies heavily on one or more of them. But many companies struggle with metrics.…

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McKinsey & Company: The case for #digital reinvention

McKinsey & Company: The case for #digital reinvention | Designing  service | Scoop.it
According to our research, digitization has only begun to transform many industries. Its impact on the economic performance of companies, while already significant, is far from complete.
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The business case for #digital transformation | ZDNet

The business case for #digital transformation | ZDNet | Designing  service | Scoop.it
Forrester recently researched the impact of digital adoption on CX and ROI and some of our key takeaways are below:
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Drive revenue with great #customer experience – Forrester 2017 analysis will help you make the case for #CX investments

Drive revenue with great #customer experience – Forrester 2017 analysis will help you make the case for #CX investments | Designing  service | Scoop.it

If you are like other CX pros, at some point in your CX career you’ll encounter the “money question.” Your CEO will ask you: “What's an improvement in our customers’ experience worth in dollars and cents?” And it’s likely that you won’t have a (good enough) answer. I say that because I know that 50%…

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Making the right #martech bets [Infographic]

Making the right #martech bets [Infographic] | Designing  service | Scoop.it

How are leading organizations approaching their marketing technology (martech) strategy? Contributor Liam O'Connor shares an infographic summarizing recent research findings by Lenati and Chiefmartec.com. Read more at: Making the right martech bets [Infographic]

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Mark Raskino’s Ten Video Examples of #Digital Product Remastery

Mark Raskino’s Ten Video Examples of #Digital Product Remastery | Designing  service | Scoop.it

As we have said many times over the last few years: every industry will be digitally remastered. That means its products and services will become significantly digital. The digital proportion of what customers buy from you will rise, not just how those customers were attracted to you (digital marketing) or how they transact (e-commerce). This applies…

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Gartner Customer Experience & #CRM Conference 2017 in London, UK #cex #cem

Gartner Customer Experience & #CRM Conference 2017 in London, UK #cex #cem | Designing  service | Scoop.it

The Gartner Customer Experience & Technologies Summit in London will show how to tap into today’s powerful defining moments to accelerate growth and achieve business objectives. Read more: Gartner Customer Experience & CRM Conference 2017 in London, UK

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Econsultancy: What’s the difference between #CRM, #marketing automation and DMPs?

Econsultancy: What’s the difference between #CRM, #marketing automation and DMPs? | Designing  service | Scoop.it

Using a slightly dry but useful typology model (see figure, taken from Econsultancy's CRM in the Social Age report), we can look at the various development stages of CRM.   Operational CRM: 'reengineering the customer-facing business processes and systems to ensure the efficiency and accuracy of day-to-day operations across sales, marketing and customer service'. Analytical CRM: Storing,…

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Arthur D. Little’s paper The customer meeting of the future #customerservice

Arthur D. Little’s paper The customer meeting of the future #customerservice | Designing  service | Scoop.it

  This new report has been co-authored by Arthur D. Little and Telia as part of a series highlighting various aspects of digitalization and the impact it has on companies and organizations. The report takes aim at the digital transformation of customer interaction and experience, what we refer to as "the customer meeting of the…

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Andrew White: #McKinsey Seeks to Have It’s Cake and Eat Yours at the Same Time? #strategy

Andrew White: #McKinsey Seeks to Have It’s Cake and Eat Yours at the Same Time? #strategy | Designing  service | Scoop.it

"I really enjoyed reading a recent article on “strategy” from McKinsey Global Institute. The article was, “Discussion on digital: How strategy is evolving- and staying the same – in hypergrowth digital age“. I read the article and surmised that most of what I read was common knowledge, at least around these parts, and pretty consistent…

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20 Technology Predictions To Keep Your Eye On In 2017

20 Technology Predictions To Keep Your Eye On In 2017 | Designing  service | Scoop.it

Will this be the year that artificial intelligence (AI) becomes so seamlessly connected in our lives as to trigger action at the speed of thought? Will you and everyone you know have a “digital twin”? And if so, which twin would you prefer to talk to? Will a new breed of cyberattack catch us off…

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