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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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Service design by Koos » Koos is hiring a service designer!

Service design by Koos » Koos is hiring a service designer! | Designing design thinking driven operations | Scoop.it
Crisis my ass, says Koos. We're growing, we're hiring! And we have no clue why we made this description in English, because we need someone who is fluent in Dutch. And English. Of course. Are you the one genius service ...
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Temkin Group Reports on Rising Importance of B2B Customer Experience - CMSWire

Temkin Group Reports on Rising Importance of B2B Customer Experience - CMSWire | Designing design thinking driven operations | Scoop.it
Temkin Group Reports on Rising Importance of B2B Customer Experience CMSWire B2B companies looking to create and sustain superior customer experience need to master four competencies — purposeful leadership, compelling brand values, employee...
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"What's the Future (WTF) of Business:" Creating Customer Experiences - Small Business Trends

"What's the Future (WTF) of Business:" Creating Customer Experiences - Small Business Trends | Designing design thinking driven operations | Scoop.it
Small Business Trends "What's the Future (WTF) of Business:" Creating Customer Experiences Small Business Trends Brian Solis, Author of “What's the Future of Business: Changing the Way Businesses Create Experiences,” joins Brent Leary to discuss...
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April News: Design Strategy within the Studio and Abroad, Don Norman Rethinks Design Thinking & More! - Core77

April News: Design Strategy within the Studio and Abroad, Don Norman Rethinks Design Thinking & More! - Core77 | Designing design thinking driven operations | Scoop.it
Industrial Design content and community site - articles, discussions, interviews and resources. (RT Berto Legendary H: April News: Design Strategy within the Studio and Abroad, Don Norman Ret...
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Killed at Launch | UX Magazine | One cultural anthropologist who endorse in Service Design

Killed at Launch | UX Magazine | One cultural anthropologist who endorse in Service Design | Designing design thinking driven operations | Scoop.it
Killed at Launch | UX Magazine on One cultural anthropologist who endorse in Service Design curated by Takeshi CY Lin (Killed at Launch | UX Magazine | @scoopit http://t.co/yOzvlNQ36f)...
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Rotman Design Challenge 2013 - Keynote by the Dean

Roger Martin, Dean of the Rotman School of Management, gives a keynote address at the Rotman Design Challenge, which took place on March 2 and 3, 2013. Teams...
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Difference between Responsive Design and Adaptive Design | Webnoxs Technologies

Difference between Responsive Design and Adaptive Design | Webnoxs Technologies | Designing design thinking driven operations | Scoop.it
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Forward by Don Norman | Microinteractions

Forward by Don Norman | Microinteractions | Designing design thinking driven operations | Scoop.it
Very pleased to announce that Don Norman (@jnd1er) has written the Forward to Microinteractions! http://t.co/6kmTmDUzGz
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Why Does Innovation Scare Us?

Why Does Innovation Scare Us? | Designing design thinking driven operations | Scoop.it
Why Does Innovation Scare Us? http://t.co/ooAKb7YLG5 via @RTThinking
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What Aspiring Designers Need to Know About Strategy

What Aspiring Designers Need to Know About Strategy | Designing design thinking driven operations | Scoop.it
Segmentation strategy... for Cute Overload This is an exclusive excerpt from my new book, Success by Design: The Essential Business Reference for Designers, which was recently released by HOW.
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Seven Steps for Developing Customer Journey Maps

Seven Steps for Developing Customer Journey Maps | Designing design thinking driven operations | Scoop.it
In Temkin Group's previous report on B2B CX best practices, we provide examples of companies using a customer journey map (CJM), which is a critical CX tool. We included this graphic which is valua...
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An Integrated Framework for Service Quality: SQBOK Perspective - ASQ

An Integrated Framework for Service Quality: SQBOK Perspective - ASQ | Designing design thinking driven operations | Scoop.it
Practitioner and academic communities are challenged to find practical solutions and identify a body of knowledge based on well-established theories and principles.
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CEO Interviews: Taking The Scary Out of Customer Experience

CEO Interviews: Taking The Scary Out of Customer Experience | Designing design thinking driven operations | Scoop.it
CEO Interviews: Taking The Scary Out of Customer Experience - http://t.co/Rb9v0JE6Dq
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Your Customers Know You're Watching Them

Your Customers Know You're Watching Them | Designing design thinking driven operations | Scoop.it
If you're doing your job well, they like it. (Your Customers Know You're Watching Them - If you're doing your job well, they like it.
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Making data analytics work: Three key challenges | McKinsey & Company

Making data analytics work: Three key challenges | McKinsey & Company | Designing design thinking driven operations | Scoop.it
Across industries, “big data” and analytics are helping businesses to become smarter, more productive, and better at making predictions. Tapping this potential for your organization begins with shaping a plan.
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How Colors Affect Conversions | Visual.ly

How Colors Affect Conversions | Visual.ly | Designing design thinking driven operations | Scoop.it
Color has a powerful psychological influence on the human brain. Learn how others have harnessed it and how you can do the same.
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"What is Product Management to you?" she asked.

"What is Product Management to you?" she asked. | Designing design thinking driven operations | Scoop.it
I am a Product guy who recently changed his job. During the interview process, I was asked to describe what Product Management meant to me. Over the course of my career I have developed a model to ...
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Mobile Commerce Market Shows Continued Growth, No Consensus on Mobile Payment Methods

Mobile Commerce Market Shows Continued Growth, No Consensus on Mobile Payment Methods | Designing design thinking driven operations | Scoop.it
The BYOD (bring your own device) trend is the most popular corporate mobile computing initiative according to “Mobile Commerce: State of the Market,” a new report from Mobile Commerce World and InformationWeek..
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Forrester Report: Navigating the Shoals of Evolving Customer Intelligence

Forrester Report: Navigating the Shoals of Evolving Customer Intelligence | Designing design thinking driven operations | Scoop.it
The report, "Navigating the Future of Customer Intelligence", points out that customer intelligence is undergoing change primarily because of two factors.
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How to Unlock Creative Potential At the Workplace: Marjolein Caniels at TEDxRoermond

In the spirit of ideas worth spreading, TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TED...
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The Impact of the Customer Service Information Revolution

The Impact of the Customer Service Information Revolution | Designing design thinking driven operations | Scoop.it
The impact of the information revolution in this digital age has barely begun to be felt in customer service.
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Front End of Innovation Blog: How to ask for ideas from your customers. The Top 20 Customer Experience Management (CEM) Software Technologies.

Front End of Innovation Blog: How to ask for ideas from your customers. The Top 20 Customer Experience Management (CEM) Software Technologies. | Designing design thinking driven operations | Scoop.it
The Front End of Innovation blog covers everything related to the Front End of Innovation, innovators and individuals who are constantly seeking to innovate across industries and subject matters. (How to ask for ideas from your customers.
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Engine contributes to new Forrester customer experience report - Engine

Engine contributes to new Forrester customer experience report - Engine | Designing design thinking driven operations | Scoop.it
Engine interviewed for our expertise on customer experience co-creation (RT @tomwm: Engine contributes to new Forrester customer experience report http://t.co/pHUaToAZWj via @hereatEngine)...
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Want to be customer-centric? Start by being employee-centric.

Creating a customer-centric company isn't about training your people. It's about helping them adapt to change. (Want to be customer-centric? Start by being employee-centric.
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Social intelligence requires rethinking information management ecosystems

The explosive popularity of social media is creating an attractive pool of customer behavior information. Companies are wrestling with how to effectively leverage that information and engage with customers on their terms.
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