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@serve4impact.com

  

Follow me on twitter: @serve4impact

 

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

  

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

 

 

 

 



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Sneaky's comment, June 25, 2015 10:42 AM
super article
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Why BPM is the essential link between the IoT and CRM in the digital age | Information Age

Why BPM is the essential link between the IoT and CRM in the digital age | Information Age | Designing  service | Scoop.it

The service-led IoT economy needs orchestration, collaboration, and continuous optimisation for efficiency - this is where the role of BPM comes in

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The Digital Transformation is a Design Transformation — Year of the Atom — Medium

The Digital Transformation is a Design Transformation - Year of the Atom - Medium
When I look around at the billion dollar companies in 2015, I am impressed by just how many of them have hit their strid…

Via Jean-Luc Le Moal
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Customer Experience Infographic - Bain & Company Insights: Are You Experienced?

Customer Experience Infographic - Bain & Company Insights: Are You Experienced? | Designing  service | Scoop.it
Companies that offer a winning customer experience grow faster and develop loyal followings. This infographic shares five questions that companies should consider when designing their customer experience.
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Waking Up to the Future of Work

Northwestern Alumni Conversation with Carol Ross Access the recording here: https://event.webcasts.com/starthere.jsp?ei=1088196
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Top 10 Design Thinking FAQs

Top 10 Design Thinking FAQs | Designing  service | Scoop.it
Design thinking and Sliced Bread go back about 14 years. But, for the last five, I’ve been teaching design thinking at the Stanford d.school and more recently, in the Computer Science department. T...
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MONICA LOPEZ SIEBEN's curator insight, February 5, 2:12 AM

La "mentalidad de diseño" no es una actividad espontánea. También sigue un proceso para aumentar las probailidades de dar respuestas creativas a los problemas.

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IBM has made its third acquisition in the space of a week — and its second in Europe — to expand its front-end design and creative services business: the company has acquired Ecx.io, a design agenc...

IBM has made its third acquisition in the space of a week — and its second in Europe — to expand its front-end design and creative services business: the company has acquired Ecx.io, a design agenc... | Designing  service | Scoop.it
from Pradodesign IBM has made its third acquisition in the space of a week — and its second in Europe — to expand its front-end design and creative services business: the company has acquired Ecx.io, a design agency based out of Dusseldorf, Germany. As with its previous deals to buy Aperto and Resource/Ammirati, IBM is…
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Kentont Letekel's comment, February 3, 8:42 PM
This is a good source, will be reading your otehr stories as well
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Chart/table from: Where Do Marketers See Their Most Exciting Digital Opportunities Today And in 5 Years?

Zoom on marketing chart titled: Chart/table from: Where Do Marketers See Their Most Exciting Digital Opportunities Today And in 5 Years?
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Instinct Isn't Enough: Great Design Demands Data

Instinct Isn't Enough: Great Design Demands Data | Designing  service | Scoop.it
Data-informed design, not data-driven design, is key for delivering top-notch products, argues Robert Hoekman Jr.
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HBR: Learning Is the Most Celebrated Neglected Activity in the Workplace

HBR: Learning Is the Most Celebrated Neglected Activity in the Workplace | Designing  service | Scoop.it
It takes courage, as well as time.

Via Jennifer Kuiper
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pdeppisch's comment, February 3, 4:21 PM
YES! YES! YES! And schools and University and education in general should be 1000% free - always forever starting NOW!
malek's comment, February 4, 8:49 AM
Well educated people is the real wealth of a nation, a priority in our good Canada
pdeppisch's comment, February 4, 9:43 AM
If Germany can afford free university education why can't the USA / GOP, eh!
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MITSloan Management Review: The Dark Side of the Digital Revolution

MITSloan Management Review: The Dark Side of the Digital Revolution | Designing  service | Scoop.it
Digital technology puts pressure on businesses to fundamentally change their strategies and cultures. And most leaders aren’t responding well.
Everywhere we look, companies are “going digital” — adding mobile apps, making customer service available online, solving problems via Twitter. But Deloitte Center for the Edge co-founder John Hagel III considers this window dressing, and fears many executives aren’t recognizing how business is changing at a fundamental level.

“I think there’s a tendency to look at digital technology and think about it more as an opportunity, a choice,” he told MIT Sloan Management Review. “The mounting performance pressure in our shifting business landscape turns this from an opportunity and choice into an imperative. The longer you wait, the more marginalized you’re going to become.”

The irony, Hagel notes, is that same digital technology that’s creating all this pressure also creates a very different approach to transformation that can help large companies to really become very different entities over time. “I’m an optimist,” he adds. “I actually view this ‘dark side’ and mounting performance pressure from an optimistic view, in the sense that the old approaches are just not sustainable, and some senior executives have seen the need for fundamental change driven by this technology. The big issue for them is how to get that change to happen in a large traditional organization.”

Hagel spoke with Gerald C. (Jerry) Kane, an associate professor of information systems at the Carroll School of Management at Boston College and a guest editor for MIT SMR.

Where do you think companies are today in developing their digital strategies?

Oh, I still think they’re way behind. Generalizations are always risky, but most of the executives I talk to are still very much focused on digital largely as a way to do “more of the same,” just more efficiently, quickly, cost effectively. But I don’t see a lot of evidence of fundamentally stepping back and rethinking, at a basic level, “What business are we really in?
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Creatives: Why You Should Always Have a Side Project

Creatives: Why You Should Always Have a Side Project | Designing  service | Scoop.it

eAnybody who works or spends time in a corporate culture is sure to read about, hear about, or even sometimes experience "corporate burnout." Burnout


Via Rona Lewis, massimo facchinetti
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Rona Lewis's curator insight, January 29, 11:39 AM

I like the 20% rule.  this is a great one for entrepreneurs, too!

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IBM, Infosys, Accenture and Cognizant lead in the industry's first Design Thinking Blueprint

IBM, Infosys, Accenture and Cognizant lead in the industry's first Design Thinking Blueprint | Designing  service | Scoop.it
Unprecedented pressure being applied to operations leaders to drive more value, without huge investment increases, is forging a dire need for the vast majority of service buyers and their providers to change how they work together.  The legacy model of “we pay, and you deliver for cheap and we don’t really want you getting involved with helping us do things better” has to change.  Otherwise, enterprise leadership will find new service partners and operations heads to take them forward.

The simple fact that 80% of services buyers simply aren’t engaging with their providers in a collaborative way, as revealed at last month’s buyers working summit in Harvard, emphasizes how critical it is to infuse the methods of Design Thinking into most of today’s flagging engagements:



So we set out on a unique Blueprint research exercise, led by myself (Phil Fersht) and supported by HfS analyst Hema Santosh, where we interviewed a host of enterprise clients on their experiences with Design Thinking exercises with their service providers, using our new Blueprint Methodology to assess their innovation and execution performances.  Many of these clients were not the usual rose-tinted reference clients heavily wined and dined by the providers – they were from the HfS buyer community, who could give us an unvarnished, honest appraisal of their Design Thinking exploits.

We focused on those leading service providers, currently involved with Design Thinking as a key component of their As-a-Service delivery model.  While we acknowledge there are many design boutiques and consultancies out there, we specifically focused this Blueprint on the capabilities of the leading outsourcing service providers.

And this is how the emerging service provider landscape is taking shape:


Click to Enlarge
Phil, why is Design Thinking so relevant to the future of outsourcing?

Most of the outsourcing industry is still trying to figure out what’s possible beyond doing labor arbitrage really well – because that’s what we do. Sorry, but there I said it – we officially have an identity crisis.

We’re trying to forge a new identity for ourselves and re-imagine what our careers, our services and our platforms could be like if we only figured out how we can define, prioritize and realize business outcomes that are valuable, as opposed to merely keeping the same old factory ticking over at the lowest possible cost.

Digital technologies, robotics software, analytics tools, BPaaS platforms and artificial intelligence can only be effective and impactful once enterprises have re-designed their processes in a way that drives them towards their desired business outcomes. This has always been the case with (now legacy) ERP implementations, where thousands of clients have blown billions of dollars on enterprise software they simply never could mold effectively to their businesses. They weren’t finding problems to solve, they were creating new ones they didn’t need in the first place. 

It’s the same with the next wave of As-a-Service solutions – they will fail without the right approach to designing processes that produce the desired results.  In short, “As-a-Service” is about a business model transformation – and how it can be empowered by digital technology, made more effective and intelligent by automation and cognitive computing, made possible by smart change management and made trustable by proactive security deployment.  Hence the need to design this seismic change, in terms of both talent and solutions, is what holds the keys to the promised kingdom.
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Top 6 Predictions for Service Design in 2016 | Practical Service Design

Top 6 Predictions for Service Design in 2016 | Practical Service Design | Designing  service | Scoop.it
I've got 6 big predictions for service design in 2016. Some big, some small, and some a little provocative. Come see what I think is in store for the coming
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Design tools for design thinking - ..STBY...

Design tools for design thinking - ..STBY... | Designing  service | Scoop.it
Design tools for design thinking
STBY has been involved in the creation of toolkits for several clients, in sectors from education to international development to design. Recently we have finished a toolkit on innovation in emerging markets, and we are facilitating the development of an exciting design thinking toolkit for the care sector. Why are toolkits so popular? 
Clients consider tools and toolkits effective ways to capture the knowledge and skills of experts in a format that can easily be shared. Toolkits promise to make a complex process accessible to novice practicioners. However, a design thinking toolkit does not automatically make everyone a design thinker. 
With just a hammer and a saw you can’t build a house straight away, you need to learn how to use each device individually, and you can only get started if you have wood and nails. It really helps if a ‘master’ explains you the tips and tricks, so you don’t have to rely on reading the manual. If you use your tool over and over again you will be able to create stable and good looking objects. And finally, some day you’ll be able to build upon your ‘master’s’ advice and develop your own way of working. 
The risk of ’tool-ification’ is to reduce design thinking practice to a rote procedure, and in that way it can lose depth and creativity. Reflecting on our projects, toolkits are never designed in isolation. We develop artefacts, but we also design the way they will be used in practice. Sometimes tools form part of a course or training, in other cases they are used by experts to guide colleagues. It’s important to apply almost a service design approach to making toolkits, to keep in mind how they will function and be used in the broader ecosystem of an organisation, group, or class.
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Enterprises confront the reality of 'multilayered' collaboration | ZDNet

Enterprises confront the reality of 'multilayered' collaboration | ZDNet | Designing  service | Scoop.it
The growing challenge with digital collaboration today has been long in the making. The issue itself is perhaps best demonstrated by the rapid rise of Slack, the current darling of team chat and wildly popular with its users. In many of my recent conversations with IT managers, I find that Slack is invading the workplace on many fronts, regardless of it's sanctioned or not.

Shadow IT is not new of course, but in the collaboration space, the sheer amount of proliferation has reached a high water mark recently. For most of the history of IT, organizations offered the workforce a few well-defined tools through which employees and other stakeholders were supposed to communicate and collaborate. Not any more.

Instead, this relatively stable state, which many -- including myself -- have long argued has been artificial, unhelpful, and sharply limited exploration and regular improvement of digital interaction, has largely come to an end in most organizations.

Now employees and departments are helping themselves to the tools they believe they really need. At the same time, companies are steadily dealing with what is now too many categories of communication and collaboration software to adequately manage and govern, much less individual apps, the tracking of which is now nearly impossible for most companies.
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If You’re Not Collecting Productivity Data, You’ll Never Succeed at Work

If You’re Not Collecting Productivity Data, You’ll Never Succeed at Work | Designing  service | Scoop.it

It’s central to self-improvement.

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How shared-services organizations can prepare for a digital future | McKinsey & Company

How shared-services organizations can prepare for a digital future | McKinsey & Company | Designing  service | Scoop.it
Over the past few years, companies have taken many routes to digitizing the front ends of their businesses to create seamless customer interactions—for instance, building mobile apps that make it easier for customers to, say, order clothing or open a bank account.

To ensure greater success with those efforts, companies may want to consider ways to digitize their back-office functions, which in many companies are handled by shared-services organizations. These groups typically manage and deliver technical and administrative support in areas common to all business units in a company, such as finance, human resources, and IT. In many cases, they undergird core business functions. In a financial-services setting, for instance, the shared-services organization might be charged with processing loan applications or insurance claims. By incorporating automation, virtualization, advanced analytics, and other digital technologies into their operations, shared-services organizations may be able to streamline processes. These technologies also may enable them to make better decisions and improve the quality of internal and external customer interactions. McKinsey research suggests that companies, by digitizing their shared-services organizations, can achieve significant savings in both time and money—for exam
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Kickstarter: Rocketbook Wave: Cloud Connected Microwavable Notebook

Rocketbook is raising funds for Rocketbook Wave: Cloud Connected Microwavable Notebook on Kickstarter!

Combine the freedom of pen and paper with the utility of the cloud. Microwave. Repeat.
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IBM kauft die Berliner Digitalagentur Aperto

IBM kauft die Berliner Digitalagentur Aperto | Designing  service | Scoop.it
Der IT-Consulting-Riese IBM wird die Berliner Agentur Aperto übernehmen. Die Digitalschmiede wird künftig Teil der international operierenden Agentur IBM Interactive Experience ...
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Download Case Study - The Social Media Audit - Ranking the 10 Largest Professional Services Firms on Social Media (registration required)

Download Case Study - The Social Media Audit - Ranking the 10 Largest Professional Services Firms on Social Media (registration required) | Designing  service | Scoop.it
How can B2B companies make the most of social media?

To answer this question, we analyzed 10 of the largest global professional service firms – from the Big 4 to McKinsey and Bain & Co - on social media to see how these giants of the business world compare on Twitter and Facebook.

Here is what we found:

McKinsey were the most engaging brand on Twitter with double the per post engagement of their closest competitor.
Posts highlighting social issues such as gender equality produced high engagement rates on both Facebook and Twitter.
On Facebook, professional services firms had the most success when posting about major surveys, workplace initiatives and industry awards.
Overall, professional services firms lag behind other B2B sectors such as software on social media.
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HBR: Only Half of Companies Actually Use the Competitive Intelligence They Collect

HBR: Only Half of Companies Actually Use the Competitive Intelligence They Collect | Designing  service | Scoop.it

Too many executives use data to confirm what they already think.

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Service Design: Design is Not Just for Products

Service Design: Design is Not Just for Products | Designing  service | Scoop.it

Service design is concerned with the design of services and making them better suit the needs of the service’s users and customers.

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HBR: Resolving the Paradox of Group Creativity

HBR: Resolving the Paradox of Group Creativity | Designing  service | Scoop.it
What makes teams work better also makes them less creative.
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Focus On 15 Digital Marketing Trends

Focus On 15 Digital Marketing Trends | Designing  service | Scoop.it
What are the digital marketing trends that you should be focusing on to take advantage of these opportunities?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 29, 12:38 AM

What do you think is the most important trend that will disrupt your industry?


Jeff Bullas Shares 15 key Digital Marketing Trends to focus on in 2016:


1. The focus on “Return on Investment”

2. The continuing rise in the importance of digital assets

3. Thinking global instead of local

4. Crowd sourced brand content is essential

5. The rise of the robots

6. Email is alive and kicking

7. Personalisation has arrived

8. The data scientist is your next hire

9. Mobile is now your first screen

10. Powerful digital platforms for all business

11. The rise and rise of paid social media advertising

12. Influencer marketing takes off

13. Virtual reality is real

14. Wearable technology takes its first steps

15. Mobile apps for all business



I can't stress enough the importance for brands to focus on mobile first experiences, as it has become the central tool for everything we do and interact with.


Umeed Kothavala's curator insight, January 29, 8:34 AM

Online shopping is predicted to grow to $370 billion in 2017. The top-performing online categories are digital content and subscriptions, electronics, computer hardware, flowers, apparel and accessories.

94% of online shoppers conduct research before purchasing and 61% of online shoppers use search engines to discover information when shopping online.

 

 

http://www.extentia.com/online-marketing-agency/

Bettina Thompson's curator insight, January 29, 3:25 PM

Being Mindful to Focus in 2016 ....

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The Origins of Design Thinking

The Origins of Design Thinking | Designing  service | Scoop.it

Design thinking is created not only because Tim Brown coined the word that became a buzzword. There’s a logical reason to it.

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