Designing services
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Designing  services
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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Social Media "Addicts" May Be Your Best Employees [Study]

Social Media "Addicts" May Be Your Best Employees [Study] | Designing  services | Scoop.it
A recent study suggests your most connected employees may be the most tech savvy--and productive--in the office. (Social Media: Not the Productivity Killer You Thought: A recent study suggests your most connected employ...

Via John van den Brink
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Martin Gysler's comment, April 5, 2013 10:46 AM
If you're a geek, you're a king ;-)
Martin Gysler's comment, April 5, 2013 5:43 PM
Yes, you're right ;-)
Robin Martin's curator insight, April 8, 2013 7:41 PM

Hoorah! Finally someone has studied this! Yes, I agree. Social media can be addicting AND quite productive in the marketing realm of any company in today's world.

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Experience Strategy (o Service Design): scala, tempo e prospettiva nei risultati di progetto

Experience Strategy (o Service Design): scala, tempo e prospettiva nei risultati di progetto | Designing  services | Scoop.it
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Top 10 Trends Shaping the Future of Publishing - Berrett-Koehler Community

Top 10 Trends Shaping the Future of Publishing - Berrett-Koehler Community | Designing  services | Scoop.it
Berrett-Koehler is currently engaged in a strategic planning process—“BK Makes the Future”—designed to help the company achieve growth and long-term sustainabi… (Are you an author or want to be? MUST READ!
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Managing the experienceof your customers

Managing the experienceof your customers | Designing  services | Scoop.it
Putting the customer at the heart of the business is the central tenet of marketing. In order to do this, a company must ensure that the... (8 out of 10 customers would pay up to 25% more for a superior customer service.
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The Modern Marketer: Part Artist, Part Scientist [INFOGRAPHIC]

The Modern Marketer: Part Artist, Part Scientist [INFOGRAPHIC] | Designing  services | Scoop.it
The marketing profession is always changing. Long gone are the Mad Men-style era of advertising which championed creativity over execution.
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Jay Zeng Jian's curator insight, August 13, 2014 3:52 AM

The article explains that marketers need to be multifaceted, exploiting both their creative and scientific talents. Therefore, it also shows that todays marketers cannot think singularly anymore as it is getting increasingly difficult to find the best way to grab consumers attention. I feel that modern marketers have to quickly adapt to thrive in this rapidly-changing marketing landscape. 

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Personas vs. Customer Stories In Website Development

Personas vs. Customer Stories In Website Development | Designing  services | Scoop.it

Stories vs. Personas

Sarah Doodley (@sarahdoody.) explores the difference between user stories and personas. She correctly identifies the problem with personas is they can be poorly crafted and so become caricatures of themselves.

Atlanticbt.com where I am the Marketing Director uses Agile project development. Agile always starts with customer stories. Those stories provide the functional needs we program to in a series of "sprints". Sprints are usually one week long and represent a desire to get something in the customer's hands as quickly as possible.

 
Sarah's piece is an excellent summary of the importance of user stories, how to accurately collect and use the.


Via Gregg Morris, Martin (Marty) Smith, Karen Dietz
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Karen Dietz's curator insight, April 4, 2013 11:36 AM

I agree with the comments above and whole-heartedly endorse the use of personas in business. But unlike the article I think that personas do have a place in business -- if done right. Now that's the trick.


Let's take a page from the world of writing: no well developed characters, no story. "What," you say???!!


Yep, plot is important. But the secret to great storytelling is good character development. Know your characters and the plot unfolds. Know your customers stories and your business plot unfolds.


For example -- Hollywood crafts most of its films these days around a boilerplate plot filled with special effects. Love the special effects. But the plot and characters? Same old same old and mostly boring.


Unfortunately today, most of the biz story articles focus on structure. It's rare to come upon an article focusing on character development like this one does in ways that directly connects its importance to the biz world.


The more you know about your customers, and can craft personas based on good character development skills, the better off you will be. The author of the article suggests forgetting personas and just focusing on your customer stories. Do both actually -- they are important. 


Customer stories give great insights into needs. Personas represent the emotional core of your customers. Two sides of the same coin.


Make sure you read the article so you'll know a bit more about how to gather your customer stories. From there you can craft your personas so they are meaningful and help you generate the results you are looking for.


Crafting personas and developing characters requires excellent listening skills -- not just to understand, but to listen for needs. That means developing empathic listening skills. Search this curation using the 'listening' tag in the filters tab above to get solid articles on how to do this.


Thanks for finding and sharing this Marty and Gregg!


This review was written by Karen Dietz for her curated content on business storytelling at www.scoop.it/t/just-story-it 

malek's curator insight, April 4, 2013 7:16 PM

so true"t's rare to come upon an article focusing on character development"

Karen Dietz's comment, April 21, 2013 1:46 PM
So true Malek and Marty. Thanks for rescooping :)
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Make Yourself an Expert - Harvard Business Review

Make Yourself an Expert - Harvard Business Review | Designing  services | Scoop.it

“I don’t know what we’d do without him!” That’s what an executive in a Fortune 100 company recently told us about a brilliant project leader.

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LEAN and Service Design. Understanding the differences. - Snook: We are the how

LEAN and Service Design. Understanding the differences. - Snook: We are the how | Designing  services | Scoop.it
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4 Innovative Companies With Disruptive Technologies - Seeking Alpha

4 Innovative Companies With Disruptive Technologies - Seeking Alpha | Designing  services | Scoop.it
4 Innovative Companies With Disruptive Technologies Seeking Alpha The company remains in very good financial shape and while it may be able to benefit from a possible wave of innovation found in disruptive technology, Google Glass would simply not...
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Collaborative Economy: Brand Edition | Web Strategy by Jeremiah Owyang | Social Media, Web Marketing

Collaborative Economy: Brand Edition | Web Strategy by Jeremiah Owyang | Social Media, Web Marketing | Designing  services | Scoop.it
Collaborative Economy: Brand Edition http://t.co/v6gMghsIty
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The Concept Of "Office Freedom" And How It Fixes Age-Old Organizational Problems | Fast Company | Business + Innovation

The Concept Of "Office Freedom" And How It Fixes Age-Old Organizational Problems | Fast Company | Business + Innovation | Designing  services | Scoop.it
Giving people community tables instead of cubicles is not the answer to baffling management conundrums. Giving your employees real office freedom on t...
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Let's Build Products, Not Just Pixels - Sarah Doody

Let's Build Products, Not Just Pixels - Sarah Doody | Designing  services | Scoop.it
New on my blog --> "Let’s Build Products, Not Just Pixels" http://t.co/FFuuWt1ZIO #ux #design
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Increasing the 'meaning quotient' of work - McKinsey Quarterly - Organization - Change Management

Increasing the 'meaning quotient' of work - McKinsey Quarterly - Organization - Change Management | Designing  services | Scoop.it
IQ, EQ, now MQ - Quotients are good. (Through a few simple techniques, executives can boost workplace “MQ” and inspire employees to perform at their peak. A McKinsey Quarterly Organization article.) (IQ, EQ, now MQ - Quotients are good.
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The mobile future of enterprise social networks: 10 keys

The mobile future of enterprise social networks: 10 keys | Designing  services | Scoop.it
The way of socializing in the business world is headed towards mobile platforms. As another tool in the corporate world, enterprise social networks cannot escape the mobile fever.

Via ValerieMalaval
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Tip for 2013 - Strategic Innovation Trumps Efficiency Measures

Tip for 2013 - Strategic Innovation Trumps Efficiency Measures | Designing  services | Scoop.it
Investing in strategic Innovation trumps efficiency measures by increasing growth potential and avoiding value stagnation, diminishing returns & zero growth (From Archives: Tip for 2013 - Strategic Innovation Trumps Efficiency Measures
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Industrial Digital Social: 3 Eras Defining Our Time Part 1 | SteinVox

Industrial Digital Social: 3 Eras Defining Our Time Part 1 | SteinVox | Designing  services | Scoop.it
Part 1 of 3. What differentiates the industrial, digital, social eras? Why is it important? 3 terms provide context to understand the era we live in.
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The Holy Grail of Engagement and Why Communities Matter

The Holy Grail of Engagement and Why Communities Matter | Designing  services | Scoop.it
Engagement for engagement’s sake is not very interesting..
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Stanford Design Thinking Workbook | Design Thinking e innovación en negocios y servicios más responsables

Stanford Design Thinking Workbook | Design Thinking e innovación en negocios y servicios más responsables | Designing  services | Scoop.it
Stanford Design Thinking Workbook - Free download as PDF File (.pdf), Text File (.txt) or read online for free. (Great book!
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Talking Lean UX with Jeff Gothelf | UX Magazine

Talking Lean UX with Jeff Gothelf | UX Magazine | Designing  services | Scoop.it

"get out of the deliverables business," and return our focus to customer delight


Via yannick grenzinger
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PowerStory's curator insight, April 4, 2013 7:29 PM

I think the spirit of Lean UX is something worth experimenting with on small projects.  It really is about collaboration.  However this is likely not going to work for offshore teams.

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Amazon.com: Universal Methods of Design: 100 Ways to Research Complex Problems, Develop Innovative Ideas, and Design Effective Solutions (9781592537563): Bruce Hanington, Bella Martin: Books

Universal Methods of Design: 100 Ways to Research Complex Problems, Develop Innovative Ideas, and Design Effective Solutions [Bruce Hanington, Bella Martin] on Amazon.com. *FREE* super saver shipping on qualifying offers.
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Jeremy Lightsmith Discusses Lean Startup and Design Thinking at ...

Jeremy Lightsmith Discusses Lean Startup and Design Thinking at ... | Designing  services | Scoop.it
Jeremy Lightsmith sits down with us to discuss how Nordstrom is using Lean Startup and Design Thinking to create innovation in a fortune 500 company.
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The internet is not infantilising us – unless we let it | NEXT Berlin

The internet is not infantilising us – unless we let it | NEXT Berlin | Designing  services | Scoop.it
Is the internet reducing us to tribes of attention-seeking, short attention span children? No. But the decisions we make on how we use the internet might be… (Is the internet infantalising us - or is that just an excuse for poor choices?
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Prices with More Syllables Seem Bigger to Consumers - The Daily Stat - April 3, 2013 - Harvard Business Review

Prices with More Syllables Seem Bigger to Consumers - The Daily Stat - April 3, 2013 - Harvard Business Review | Designing  services | Scoop.it
Five days per week, The Daily Stat brings you facts and figures offering a quick, sometimes quirky perspective on our world and the business that happens in it. Visit this page to view the 'Prices with More Syllables Seem Bigger to Consumers' Stat.
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Disownership is the new normal: the rise of the shared economy (infographic)

Disownership is the new normal: the rise of the shared economy (infographic) | Designing  services | Scoop.it
Consumer attitudes and behaviors surrounding renting, borrowing, and leasing items, versus ownership, are shifting around the country, according to a study conducted by Sunrun and Harris Interactiv...
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The triage marketing death trap

The triage marketing death trap | Designing  services | Scoop.it
One of the greatest marketing challenges for businesses large and small is to balance short-term tactics with a long range strategy. If you’re not mindful, you can get permanently stuck on shortsig...
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