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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Designing service?

Designing service? | Designing  service | Scoop.it
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…
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I’m sorry too: The post-it break up #servicedesign #ux #research

I’m sorry too: The post-it break up #servicedesign #ux #research | Designing  service | Scoop.it
I know, I know. UX researchers are supposed to be in love with their post-it notes and affinity diagrams. Forgive me, but when it comes to note-taking and distilling findings from user research and usability testing, I think we might have gone a bit overboard. Affinity diagramming is one of the most popular methods for…
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Arne van Oosterom 2010 classic! Mapping out customer experience excellence: 10 steps to customer journey mapping

Arne van Oosterom 2010 classic! Mapping out customer experience excellence: 10 steps to customer journey mapping | Designing  service | Scoop.it
Customer journey mapping could hold the key to analysing and improving the customer experience. Only recently, a report from the Cabinet Office recommended CJM for authorities to provide a more efficient and cost-effective service. Arne van Oosterom outlines how it can help organisations - and lists the 10 key ingredients to a customer journey map. A product or…
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Will Companies using AI add more jobs than they cut? Read more at Recode

Will Companies using AI add more jobs than they cut? Read more at Recode | Designing  service | Scoop.it
A few weeks ago the new U.S. Treasury Secretary Steven Mnuchin took some public flak for suggesting, in response to an interviewer’s question, that he was “not worried at all” that artificial intelligence would threaten the jobs of human workers, because in his view it is “50 or 100 years away.” It’s not clear why…
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Gartner Releases the CRM Sales 2017 Cool Vendors Report – Tad Travis

Gartner Releases the CRM Sales 2017 Cool Vendors Report – Tad Travis | Designing  service | Scoop.it
Colleague Ilona Hansen and I are pleased to announce the newest Cool Vendors for the CRM Sales research practice. We review three vendors with innovative, algorithm-based solutions that improve coaching and sales execution. Gong.io improves sales training and coaching with semantic analysis of sales calls. Tact offers a compelling voice-driven user interface that improves how…
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The Future of #Learning – Keeping up With The #Digital Economy

The Future of #Learning – Keeping up With The #Digital Economy | Designing  service | Scoop.it
The  Learning is perhaps the only area still largely untouched by digital transformation. It’s not just that curriculums aren’t keeping up with the skills required for a future of exponential change in which skills learned today can be obsolete in years or even months. Our entire standard approach to education — top-down, one-size-fits-most, heavily biased…
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McKinsey & Company: What’s new with the Internet of Things? | #IoT #bigdata

McKinsey & Company: What’s new with the Internet of Things? | #IoT #bigdata | Designing  service | Scoop.it
Adoption of the Internet of Things is proceeding more slowly than expected, but semiconductor companies can help accelerate growth through new technologies and business models. Niccolò Machiavelli, one of history’s great futurists, might have predicted the Internet of Things (IoT) when he wrote, “There is nothing more difficult to take in hand, more perilous to…
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Here’s the 2017 State of #Digital #Marketing [Infographic]

Here’s the 2017 State of #Digital #Marketing [Infographic] | Designing  service | Scoop.it
Digital marketing is one of those areas that's become, in a way, all-encompassing. There's social media, there's SEO, and there are the analytics that come with both. And with the rapid pace at which digital marketing evolves, it can be difficult and confusing to prioritize which parts deserve your attention. See it at : Here's…
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Is it Time to Abolish Social Media?

Is it Time to Abolish Social Media? | Designing  service | Scoop.it
Sometimes I wonder how I’m still allowed to write a regular column on social media, never mind that it seems to be reasonably popular. I’m unlikely to ever write about Snapchat , for example, partly because I still can’t get my head around the platform, but mainly because focusing on the technical minutiae of specific…
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How Coca-Cola uses #design to create a memorable customer experience #cx

How Coca-Cola uses #design to create a memorable customer experience #cx | Designing  service | Scoop.it
Brad Rencher, Executive Vice President at Adobe, kicked off the first day of this year’s Adobe Summit London with a speech on why ‘experiences’ are at the heart of the most successful brands. Coca Cola is arguably one of the biggest experience-based brands of all time, with both its past and future shaped by how…
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Recessions Push People to Buy Cheap Things, Which Just Makes Everything Worse

Recessions Push People to Buy Cheap Things, Which Just Makes Everything Worse | Designing  service | Scoop.it
The U.S. labor market is like an aging athlete; it is taking longer and longer to recover from recessions. It took two and a half years to regain the jobs lost during the 1990-92 recession. The next recession, which came in 2001, was short and mild (GDP barely fell), but it took four years for…
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Michael Boysen : If you can’t identify an exit strategy, you can’t identify your market

Michael Boysen : If you can’t identify an exit strategy, you can’t identify your market | Designing  service | Scoop.it
Hypothesis: A product or service innovator can determine the best market opportunity, the optimal growth path, and/or an exit strategy before they build their product To begin, this is one of those touchy subjects because everyone involved in this world is pretty smart, and has an opinion. Some are personally very successful — e.g. venture capitalists…
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Michael Allenberg's curator insight, May 17, 2:02 PM
This is so true! A must read for entrepreneurs!
 
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“Alexa, How Can We Kill Brands?” | No Mercy No Malice | Scott Galloway | L2

“Alexa, How Can We Kill Brands?” | No Mercy No Malice | Scott Galloway | L2 | Designing  service | Scoop.it
As VR, 3D printing, and wearables become the pet rocks of the internet age — cute, but no value — we turn to the technology that will shake the ground below those of us who make our living building and selling brands … voice. My kids got me into Alexa, and it has substantially eroded…
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Nice: troubleshooting your design process

Nice: troubleshooting your design process | Designing  service | Scoop.it
This talk presents five specific, actionable tactics to shore up design processes ravaged by the vagaries of your organization. You will gain the tools necessary for managing problematic stakeholders; analyzing your organization’s design tolerance; and defining problems in ways that design can successfully addres https://twitter.com/euphens/status/846086217288470528 My point of view: sometimes one has to be realistic…
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Wim Rampen’s It’s time to start humanising #digital

Wim Rampen’s It’s time to start humanising #digital | Designing  service | Scoop.it
 With the rise of Digital enterprises we are made to believe that digitization is the only way to success. Digital Transformation is on the agenda of nearly every company by now. Budgets are soaring, as are the promised benefits. If companies are struggling to meet quarterly results you will likely see industry analyst and pundits…
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Yes, a very excellent talk on critiquing human-centred #design by @Thomas_Wendt #IAS17

Yes, a very excellent talk on critiquing human-centred #design by @Thomas_Wendt #IAS17 | Designing  service | Scoop.it
https://twitter.com/euphens/status/845699828453552128
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McKinsey & Company: Modernizing #IT for a strategic role at #insurers #digital

McKinsey & Company: Modernizing #IT for a strategic role at #insurers #digital | Designing  service | Scoop.it
IT has long been seen as a cost of doing business by insurance companies. In a digital era, it must be modernized and recast as a strategic one. Insurers’ success has always depended upon their ability to analyze data, and thus to price and underwrite policies accurately. The purpose of IT has been to support…
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A 2010 classic from Adam Richardson: #Touchpoints Bring the Customer Experience to Life #cx #servicedesign

A 2010 classic from Adam Richardson: #Touchpoints Bring the Customer Experience to Life #cx #servicedesign | Designing  service | Scoop.it
A customer journey looks at things entirely from the customer's’ point of view; their actions, goals, questions, and barriers over time. In this installment we’ll look at a framework for understanding how your organization supports the customer throughout that journey. This is accomplished by orchestrating touchpoints — a touchpoint being any interaction point between the…
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Futurum’s Analyst Reaction: Competing in 2020

Futurum’s Analyst Reaction: Competing in 2020 | Designing  service | Scoop.it
We talk a lot about digital transformation at Futurum, and it’s no wonder why. Most businesses today—regardless of industry—believe they are in the middle of disruption. The companies that are succeeding in the midst of this change seem to share similar DNA. They’re agile, have strong leaders committed to digital transformation, and they’re focused on…
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McKinsey & Company: The advance of #analytics in claims management| #bigdata #insurance

McKinsey & Company: The advance of #analytics in claims management| #bigdata #insurance | Designing  service | Scoop.it
Harnessing the potential of burgeoning data and computer power to add value must become ingrained in insurers’ every activity. The use of data and analytics to underwrite risk is nothing new for insurance carriers. Yet in a digital world, it is revolutionizing their business. An industry in which 80 percent of all auto insurance claims…
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Lyle Kantrovich: The State of #UX: Industry Trends & Survey Results

Lyle Kantrovich: The State of #UX: Industry Trends & Survey Results | Designing  service | Scoop.it
What’s the most valuable UX method? What are the best UX tools? What techniques do teams use the most? This presentation covers those topics and more in fresh findings from research with UX practitioners from across the industry. You’ll learn something useful whether you’re a manager, a seasoned pro, a newcomer planning your next career…
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How Accenture Interactive is poised to eat the ad agency’s lunch in Japan | Analysis | Campaign Asia

How Accenture Interactive is poised to eat the ad agency’s lunch in Japan | Analysis | Campaign Asia | Designing  service | Scoop.it
Clients have never had more choice when it comes to who is going to help them build their brands. That is good and bad. For many, the vast array of services on offer is downright confusing, and the idea of a one-stop shop that can handle everything has become very desirable again. In Japan of…
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How to Become a #Coach or #Consultant After You Retire #smartcreatives

How to Become a #Coach or #Consultant After You Retire #smartcreatives | Designing  service | Scoop.it
The vast majority of senior professionals don’t want to “retire.” They have interesting, fulfilling work that they’d like to continue — just not at the frenetic pace of top corporate jobs. That’s why so many, lured by the promise of flexible hours, higher rates, and location independence, are intrigued by the idea of becoming a…
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ExperienceFellow Learning Resources: Dig into the methods and practice of researching and improving experiences (download possible)

ExperienceFellow Learning Resources: Dig into the methods and practice of researching and improving experiences (download possible) | Designing  service | Scoop.it
Cases on customer and employee research Cheat sheets on the basics of research and mobile ethnography   See more at http://learn.experiencefellow.com/
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The New York Times: LVMH and the Next Big #Digital Shopping Experience #CX #retail

The New York Times: LVMH and the Next Big #Digital Shopping Experience #CX #retail | Designing  service | Scoop.it
Ian Rogers, the chief digital officer of LVMH, is working to introduce 24 Sèvres, a shopping website and mobile app. Credit Dmitry Kostyukov for The New York TimesPARIS — Ian Rogers, chief digital officer of LVMH Moët Hennessy Louis Vuitton, sat in his sunlit office on Avenue Montaigne last month, alongside a large cactus with…
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Forrester Blogs: Drive Revenue With Great #CX — And Math!

Forrester Blogs: Drive Revenue With Great #CX — And Math! | Designing  service | Scoop.it
In our Drive Revenue With Great Customer Experience, 2017 report, we describe how great customer experience (CX) drives revenue. After reading the report, you may be wondering, how did we link revenue to CX? We followed a rigorous, academic approach that started with the premise that improving CX drives customer loyalty. Using our Customer Experience Index…
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