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4 Simple Steps in Improving the Overall Customer Experience - Intelligent Head Quarters

Managing the customers journey is key for success - HBR gives 4 steps on how to transform and engage your organization to enhance the customer experience.
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Designing design thinking driven operations
I blog about strategic and tactical service design and management.

Trying to explore how service design practices develop.

With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.

I also aim to support senior managers and professionals to reflect and improve their practices.
Curated by Fred Zimny
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Designing design thinking driven operations

Designing design thinking driven operations | Designing design thinking driven operations | Scoop.it

 

 

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

 

Mail me: fjg.zimny@serve4impact.com

  

Follow me on twitter: @FredZimny

 

Connect with me on linkedin http://www.linkedin.com/in/fredzimny

  

Even more good stuff at http://serve4impact.com 

 

 

 

 



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The equity of services | CustomerThink

The equity of services | CustomerThink | Designing design thinking driven operations | Scoop.it
Although service is often not seen as the core operation of an organisation, the service experience has a disproportionally large impact on the customer experience. Invest in making ...
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The challenge of speed

The challenge of speed | Designing design thinking driven operations | Scoop.it
Only 27% of government execs feel under significant or extreme pressure to adapt to rapid change, http://t.co/6dlwp7SiV1, #challengeofspeed.
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Your User is a Hero: Applying Joseph Campbell’s “Monomyth” to User ...

Chances are, you’re already using User Journeys to plan how people will interact with products you design. Writers have been doing this for centuries – creat...
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Heads-Up Leadership … leading a customer revolution

Heads-Up Leadership … leading a customer revolution | Designing design thinking driven operations | Scoop.it
by Peter Fisk
“Business is ultimately about people, not about brands or buildings, products or messages. And that’s why I can tell so much from the leader of a business.
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Bruce Sterling - Fantasy prototypes and real disruption - NEXT Berlin Video

Bruce Sterling - Fantasy prototypes and real disruption - NEXT Berlin Video | Designing design thinking driven operations | Scoop.it
NEXT Berlin Video (RT @dusseldorp: Last year @bruces closed #NextBerlin on real disruption http://t.co/ajRv9QEcx5 - 6May @doctorow will on liberation http://t…)...
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How to gain from a bubble | Inspiration4

How to gain from a bubble | Inspiration4 | Designing design thinking driven operations | Scoop.it

ascinating to get fundamental understand how theoretical concepts support the permanent rise of our jobs as design thinkers. How can you involve your manager in an organizational change? 

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The Social Media and Device Facts You Need In 2014 - Heidi Cohen

The Social Media and Device Facts You Need In 2014 - Heidi Cohen | Designing design thinking driven operations | Scoop.it
Do you know the social media and device facts you need to reach your target audience in 2014? Here are 7 Actionable Marketing Tips based on research to help

Via Blaine Victor Morrow
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Own Your Time, Boost Your Productivity

Own Your Time, Boost Your Productivity | Designing design thinking driven operations | Scoop.it
“People say they’re working so many hours because they have ‘so many things to do’ or they’re not productive enough,” says Robert Pozen, a senior lecturer at the MIT Sloan School of Management.
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How to Improve Your Product and Design Taste

How to Improve Your Product and Design Taste | Designing design thinking driven operations | Scoop.it
Much like how food critics place emphasis on criteria like texture and flavor, there are certain types of media you can consume to develop your taste.

Via Anthony Besnault
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Anthony Besnault's curator insight, April 22, 8:42 AM

Creativity is just connecting things. When you ask creative people how they did something, they feel a little guilty because they didn’t really do it, they just saw something. It seemed obvious to them after a while. That’s because they were able to connect experiences they’ve had and synthesize new things. And the reason they were able to do that was that they’ve had more experiences or they have thought more about their experiences than other people.

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The State of Community Management 2014

The 2014 State of Community Management is the fifth edition of this annual research into the evolution of community management practices at leading organizat...
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Prologue Week 2 Macromedia University MOOC Design Thinking - YouTube

Fred Zimny's insight:

Highly recommended

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Theory vs Reality: SAP Design Thinking—Does it work? #ASUG2014

Theory vs Reality: SAP Design Thinking—Does it work? #ASUG2014 | Designing design thinking driven operations | Scoop.it
From my experience of having facilitated and coached SAP Design Thinking workshops with our customers for over 4 years, I can honestly say I have seen it yield successful outcomes. I have seen this pr...
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How Brands Can Win At The Sharing Economy

How Brands Can Win At The Sharing Economy | Designing design thinking driven operations | Scoop.it
Digital strategist Ana Andjelic argues that brands need not be left out of the collaborative economy boom they simply have to reorient their marketing...
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Why we need to design more active lives

Why we need to design more active lives | Designing design thinking driven operations | Scoop.it
As part of our Active by Design campaign we asked Ann Gates founder of Exercise Works! to explain why designing for activity is so important for designers, architects and planners to consider.
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Design: Matching Innovation Types to Organizational Capabilities

Design: Matching Innovation Types to Organizational Capabilities | Designing design thinking driven operations | Scoop.it
Corporations and governments proclaim that design and innovation, are the twin engines for future progress, especially within the Creative Economy. Nothing new here, - since innovation has fueled the explosive development of the last two hundred ye...
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Digital Transformation and the Digital Customer Experience

Digital Transformation and the Digital Customer Experience | Designing design thinking driven operations | Scoop.it
Business success in the era of digital transformation requires a thorough understanding of the digital customer experience (DCX). Businesses that embrace digital...
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Report: The State of Customer Experience Management, 2014

Report: The State of Customer Experience Management, 2014 | Designing design thinking driven operations | Scoop.it
We just published a Temkin Group report, The State of CX Management, 2014. It examines the CX efforts within more than 200 large companies. Here's the executive summary: We surveyed more than 200 l...
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Your Brain on Story: Why Narratives Win Our Hearts and Minds

Your Brain on Story: Why Narratives Win Our Hearts and Minds | Designing design thinking driven operations | Scoop.it
Our craving and connection to story is so much more than a haphazard preference.
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#Omnichannel - Deliver the right #Customer #Experience

#Omnichannel - Deliver the right #Customer #Experience | Designing design thinking driven operations | Scoop.it
The retail business is now at an inflection point, where omnichannel urgency is the strongest it has ever been. Learn where you need to focus in 2014.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 23, 12:36 AM

"there’s a lot that can impact whether consumers have a good or bad experience: consistency and availability of information across offline and online channels, as well as supply-chain efficiency. Every touchpoint is now a critical moment of truth for determining consumer loyalty and brand credibility. The epic explosion of digital platforms and shifting consumer preferences are why an omnichannel approach is now imperative"


Share your thoughts on the above statement

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Embrace Unfairness: it’s the very heart of disruption

Embrace Unfairness: it’s the very heart of disruption | Designing design thinking driven operations | Scoop.it
Disruption is unfair. That’s at the very heart of the idea of disruption. It’s the very unfairness of it that makes it so effective.
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Big Data in Retail: Examples in Action

Big Data in Retail: Examples in Action | Designing design thinking driven operations | Scoop.it
Savvy retailers use big data analytics from web browsing, social media, industry forecasts, existing customer records to predict trends, prepare for demand, pinpoint customers, optimize pricing and promotions.

Via Luca Naso, Edward Chenard
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Luca Naso's curator insight, April 22, 6:11 AM

Top retailers are using Big Data to gain a competitive advantage:
predicting trends and preparing for future demand.

 

Synchronize prices hourly with demand, inventory and the competition.

 

Pinpoint customers who will likely buy your product and contact them as they wish to be reached, when they are in the right location, and engaging them with personalized real-time offers.

 

Retailers using big data technology are able to provide a smarter shopping experience to influence purchase decisions and edge out the competition.

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Second Machine Age : Work, Progress, and Prosperity in a Time of Brilliant Technologies: Amazon.de: Erik Brynjolfsson, Andrew McAfee: Bücher

Second Machine Age : Work, Progress, and Prosperity in a Time of Brilliant Technologies

~ Andrew McAfee (author) More about this product
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In recent years, computers have learned to diagnose diseases, drive cars, write clean prose and win game shows. Advances like these have created unprecedented economic bounty but in their wake median income has stagnated and employment levels have fallen. Erik Brynjolfsson and Andrew McAfee reveal the technological forces driving this reinvention of the economy and chart a path towards future prosperity. Businesses and individuals, they argue, must learn to race with machines. Drawing on years of research, Brynjolfsson and McAfee identify the best strategies and policies for doing so. A fundamentally optimistic book, The Second Machine Age will radically alter how we think about issues of technological, societal and economic progress.

Via Tania Kowritski
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90 days is not enough to engage your new hires.

The landscape for recruiting is getting more competitive, especially for the engineering and technical fields. Typical onboarding programs last about 90 days...
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Jean-Guy Frenette's curator insight, April 22, 7:11 PM

A CEO challenge!

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Discover Design Thinking: A Hands-on Experience

Discover Design Thinking: A Hands-on Experience | Designing design thinking driven operations | Scoop.it
Discover Design Thinking: A Hands-on Experience
Do you keep hearing the words "design thinking"? Are you unsure what they mean, much less how to apply them to your company, organization, or personal aspirations?
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Another fine Service Design Model.

Another fine Service Design Model. | Designing design thinking driven operations | Scoop.it
Fred Zimny's insight:

A Service Design Model. Internal and external design research and contextual inquiry will lead to a deeply rooted shared vision, mission and behaviour, and a brand promise that will be kept.

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