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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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The Future of Mobile Shopping

The Future of Mobile Shopping | Designing design thinking driven operations | Scoop.it
Mobile shopping appears to have a bright future, according to a new study from global research consulting firm Latitude.
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Satisficing: The cognitive bias that prevents us from making the best decision | Customer Experience Academy

Satisficing: The cognitive bias that prevents us from making the best decision | Customer Experience Academy | Designing design thinking driven operations | Scoop.it
What is the difference that makes us select only a good enough solution instead of finding the best possible solution?
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The Service Design Global Conference and Redefining Service Design :: UXmatters

The Service Design Global Conference and Redefining Service Design :: UXmatters | Designing design thinking driven operations | Scoop.it
The Service Design Global Conference and Redefining Service Design http://t.co/Z73igyou #ux
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Design & Thinking N/C 8+

Design & Thinking N/C 8+ | Designing design thinking driven operations | Scoop.it
Inspired by contemporary debates around 'design thinking', this documentary unites designers, social change advocates, businessmen and a host of unlikely individuals to portray what they have in co...
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What is a design engineer?: Characteristics of a design engineer

This series aims to introduce young engineers to the iterative design process and what it me... (RT @JDF_tweets: What makes a design engineer?

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Forrester's 2013 Customer Experience Predictions | Forrester Blogs

Forrester's 2013 Customer Experience Predictions | Forrester Blogs | Designing design thinking driven operations | Scoop.it
However, it will be years before customer experience is embedded to the same degree as mature business disciplines like finance, human resources, and information technology. While many firms have been working ...
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Customer Service: Why It Matters - And How To Do It Right | Forrester Blogs

Customer Service: Why It Matters - And How To Do It Right | Forrester Blogs | Designing design thinking driven operations | Scoop.it

Blogs http://t.co/7sDpTxu2 #custserv

Fred Zimny's insight:

I would add How to do it right the first time

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How to design breakthrough inventions

How to design breakthrough inventions | Designing design thinking driven operations | Scoop.it
Global firm IDEO incorporates human behavior into product design -- an innovative approach being taught at Stanford. Charlie Rose profiles the company's founder, David Kelley.
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The manifesto from Unstash, a new collaborative...

The manifesto from Unstash, a new collaborative... | Designing design thinking driven operations | Scoop.it
The manifesto from Unstash, a new collaborative consumption site (in beta; sign up for an invite here). From their About page: “ Unstash is a peer-to-peer platform for collaborative consumption.
Fred Zimny's insight:

Sign up for an invite

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Designing Outside the Box - New York Times (blog)

Designing Outside the Box - New York Times (blog) | Designing design thinking driven operations | Scoop.it
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Barnaby Walters • Mobile+Responsive design side effect: People are t…

Barnaby Walters • Mobile+Responsive design side effect: People are t… | Designing design thinking driven operations | Scoop.it
Mobile+Responsive design side effect: People are talking about and thinking in Resources instead of Representations… http://t.co/05O9FEYb
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Design Thinking – a help for Business Process Management?

Design Thinking – a help for Business Process Management? | Designing design thinking driven operations | Scoop.it
BPM is a globally-themed concept that has remarkable similarities from country to country.  In line with that, the following is a guest blog by Janne Eriksson of Sweden, a business process manageme...
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How to Use Behavioral Design for Boosting Conversions (Using The Fogg Behavior Model)

How to Use Behavioral Design for Boosting Conversions (Using The Fogg Behavior Model) | Designing design thinking driven operations | Scoop.it

Design impacts behavior. If you know how to impact behavior, you can design for behavior. Here’s how to do it.


Via Mario K. Sakata
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Mario K. Sakata's curator insight, January 6, 2013 3:07 AM

Behavior = motivation x ability x trigger.

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Four Web Content Management Trends in 2013 Every Marketer Needs to Know

Four Web Content Management Trends in 2013 Every Marketer Needs to Know | Designing design thinking driven operations | Scoop.it
While 2012 was a memorable year for Web content management, 2013 will prove to be the year WCM makes its greatest impact, becoming the bedrock of the digital entity of any public institution, business or brand powerhouse.
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Systems thinking, customer service and unlearning the way we do things | Adrian Swinscoe

Systems thinking, customer service and unlearning the way we do things | Adrian Swinscoe | Designing design thinking driven operations | Scoop.it
Using systems thinking and unlearning the way we do things is key to step changes in customer service and performance within service organisations. (RT @adrianswinscoe: @SysThinkReview Hi.
Fred Zimny's insight:

Unlearn and relearn, still that relevant

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Build an Experience That Customers Prefer or not?

Build an Experience That Customers Prefer or not? | Designing design thinking driven operations | Scoop.it
Most companies believe that improvements across customer touchpoints will drive a better experience. Here's why they're wrong (Most companies believe improving customer touchpoints drives better customer experience.
Fred Zimny's insight:

Intruiging and at least challinging our mindset.

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Navigating the 2013 Customer Experience Journey - Think customers: The 1to1 Blog

Navigating the 2013 Customer Experience Journey - Think customers: The 1to1 Blog | Designing design thinking driven operations | Scoop.it
RT @BradBennett: Navigating the 2013 Customer Experience Journey http://t.co/T4DBQoAD #custserv
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13 Customer Experience Trends to Watch in 2013 « Customer ...

13 Customer Experience Trends to Watch in 2013 « Customer ... | Designing design thinking driven operations | Scoop.it
2012 was a very active year for customer experience management. I expect 2013 to be an even more robust year as we move deeper into the Era of CX Professionalism. Here are 13 CX trends to keep an eye on this year as ...
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Maximising Multichannel - Customer Experience Magazine

Maximising Multichannel - Customer Experience Magazine | Designing design thinking driven operations | Scoop.it
Fred Zimny's insight:

Sign of these days? A relaunched magazine about customer experience.

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The big list of 100 tools, tips and tricks to work more efficiently online -

The big list of 100 tools, tips and tricks to work more efficiently online - | Designing design thinking driven operations | Scoop.it
RT @josepf: The big list of 100 tools, tips and tricks to work more efficiently online via @alyssaaldersley http://t.co/PciElE0J
Fred Zimny's insight:

Indeed a big list, but it enables you to operate very effective. Still in email? Use the app SaneLater

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Crowdfunding for Small Business Is Still an Unclear Path

Crowdfunding for Small Business Is Still an Unclear Path | Designing design thinking driven operations | Scoop.it
For new businesses, the regulatory path to crowdfunding — Internet-based financing that involves ordinary investors — is still far from clear.
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Want Some Big-Data With That?

Want Some Big-Data With That? | Designing design thinking driven operations | Scoop.it
The real problem I have with all this trust in predictive analytics is twofold: Continue reading »

Via Don't SWETT it Solutions
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Don't SWETT it Solutions's curator insight, December 17, 2012 7:52 AM

The discussion is really interesting, and this is my favorite quote from the comments: If big data is to do anything more than incrementally improve the current crop of small data predictions, it will have to start collecting a much broader variety of data that captures not just what the customer did but circumstances leading up to it as well. Hardly any of this data is collected by companies today (Comment by @grahamhill) Article by ‏@wimrampen (shared)

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TED Blog | David Kelley of IDEO talks “design thinking” on 60 Minutes

TED Blog | David Kelley of IDEO talks “design thinking” on 60 Minutes | Designing design thinking driven operations | Scoop.it
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Nearly One Third of Online Consumers Trust a Stranger Over a Brand [Infographic] | Social Media Today

Nearly One Third of Online Consumers Trust a Stranger Over a Brand [Infographic] | Social Media Today | Designing design thinking driven operations | Scoop.it
It is not often I get to infuse a former 80's pop star's name in one of my columns but Rick Springfield - who in addition to trying to woo "Jessie's Girl", warned us to "Don't Talk to Strangers." Well it would appear that a sizable chunk...

Via Marylene Delbourg-Delphis
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Creating Social Experiences that Customers Care About | UX Magazine

Creating Social Experiences that Customers Care About | UX Magazine | Designing design thinking driven operations | Scoop.it

Via Hannes
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Hannes's curator insight, January 5, 2013 12:05 PM

A while ago I read Emotional design by Donald Norman and Designing for emotions by Arron Walter, which made me realize how important it is to consider how users actually feel about a design, not only how functional it is. Sure, usability measures ease of use and learnability, which impact frustration and satisfaction. But beyond functional aspects some experiences generate stronger emotional reactions, marketers know all about it. People want to be a part of a better world and Internet is a powerful place to entice members for social engagement. I believe, and I hope that emotional design will go side by side with usability in the future so we can create genuine user experiences.