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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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What great service design clients have in common / 31Volts [service design] | Diseño de servicios

What great service design clients have in common / 31Volts [service design] | Diseño de servicios | Designing design thinking driven operations | Scoop.it
What great service design clients have in common / 31Volts [service design] | @scoopit http://t.co/5O2WBzSt
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Customer’s experience is key to retail success

Customer’s experience is key to retail success | Designing design thinking driven operations | Scoop.it
MACKAY retailers are catching their breath after a busy Christmas period and gearing up for a “competitive” year ahead.
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Opinion: Social CRM Shouldn’t Replace Traditional Customer Service Channels | Business 2 Community

Opinion: Social CRM Shouldn’t Replace Traditional Customer Service Channels | Business 2 Community | Designing design thinking driven operations | Scoop.it
When I was judging on last year’s Social Brands 100 I was struck by how little actual interaction there is on corporate Facebook pages.
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UX-Men January 2013: Positive Design & Holistic Thinking

UX-Men January 2013: Positive Design & Holistic Thinking | Designing design thinking driven operations | Scoop.it
We have a huge responsibility to affect positive change. Daniel Szuc will share how to create positive design by reflecting on our skills, practice and the realities of the cultures we play in.
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Buchrelease "Durch die Decke denken - Design Thinking in der Praxis"

Buchrelease "Durch die Decke denken - Design Thinking in der Praxis" | Designing design thinking driven operations | Scoop.it

Ellen Blümm
08-01-2013, 12:05
Das Denken neu erfinden. Design Thinking ist nicht nur ein neuer Kreativitätsansatz, sondern eine Management-Philosophie, die Unternehmen und Organisationen grundlegend verändern kann. Außerdem ist es eine Methode, selbst kleinere Probleme im Unternehmensalltag kollektiv und effizient zu lösen. In diesem Buch, stellt der Design-Thinking-Experte Dr. Jürgen Erbeldinger die innovative Management-Methode ausführlich vor: von der Inspirationsphase über Ideation und Prototyping bis hin zur Implementierung und abschließenden Lernphase. So wird der Design-Thinking-Ansatz einfach anwendbar und erlebbar. Eine sogenannte Tool-Box zeigt außerdem konkrete Anwendungen für Meetings, Produktentwicklung, Organisation und vieles mehr. Nach der Lektüre dieses Buches werden Führungskräfte und Kreative daher nicht nur die Lust verspüren, die beschriebenen Warm-up-Methoden beim nächsten Meeting anzuwenden, sondern auch verstanden haben, warum sich die Commerzbank mit Design Thinking auf den Wertpapierhandel der Zukunft vorbereitet und das Unternehmen Google ein Produkt dieser Denkschule ist. 
Autoren: Jürgen Erbeldinger, Thomas Ramge 
Gestaltung: Erik Spiekermann 
Redline Verlag München, erscheint am 05. April 2013 
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user-requirements-with-lego.pdf


Via Patrizia Bertini
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How to Create Alignment Between Marketing Communications and Customer Experience | Marketri

How to Create Alignment Between Marketing Communications and Customer Experience | Marketri | Designing design thinking driven operations | Scoop.it
How to Create Alignment Between Marketing Communications and Customer Experience | Marketri http://t.co/9aXGB9qk via @Marketri
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Joseph Shuker's curator insight, March 20, 2013 6:40 PM

Great scoop compairing B2B marketing and B2C marketing, good for apply your business ideas to your selling ideas

Artemis Shirvani's comment, March 27, 2013 7:38 PM
Regarding to the making promises towards customers I remember while I was doing my CO-OP in a Company which sales their products just to businesses so they informed me at the beginning of my work how important is to making my promises towards business as a Company’s sale representative. They required me to read daily promotion that Company offer to its customer and also while I was talking to customers I should check with my supervisor about any services and promises that I could offer in order to not giving an offer which wasn’t in the Company’s promotion file. As we know sometimes customer service and sales products to people who does shopping in Mall is much easier than sales the product to an organisation and try to satisfy them due to normally businesses have more knowledge how to get their services and anything that they should receive. However, these days businesses are pretty careful towards their promises and I think if they really offering something to customer even accidently wrong then they try to provide it for their customers due to not losing those unsatisfied customers.
Jim's curator insight, February 17, 8:05 AM

The adage of "walk the walk and talk the talk" couldn't be more important than saying what you'll do and then delivering in real time.

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Customer Service Experts To Follow

Customer Service Experts To Follow | Designing design thinking driven operations | Scoop.it
We have looked into a long list of influential customer service experts and have ranked the ten most important influencers.
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Shaking up habits through disruptive realism

Shaking up habits through disruptive realism | Designing design thinking driven operations | Scoop.it
Dave Hoffer of Frog Design shares some insights on creativity and Shaking up habits through disruptive realism

Via Susan Bainbridge, David Hain
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Jules Pourchon's comment, February 13, 9:48 AM
I do like this article because in my opinion this is exactly how I see creativity. The main thing that comes out from the video is the way to integrate creativity in people's everyday life, through the environment in which they are living. I like the idea of the term “disruptive realism” because it is for me the perfect way to catch people attention and to make them think about the message you want to deliver. We are living in a new era with new way to express and to create and what the video shows is the modernity of the creativity. Banksy in my opinion represents the perfect example of creativity thanks to his work that creates a real break between our original way of thinking, of perception and the new world we are living in. I’d like to think that these disruptions will lead us to many other experiences and different perception of our environment.
Jules Pourchon's comment, February 13, 9:48 AM
I do like this article because in my opinion this is exactly how I see creativity. The main thing that comes out from the video is the way to integrate creativity in people's everyday life, through the environment in which they are living. I like the idea of the term “disruptive realism” because it is for me the perfect way to catch people attention and to make them think about the message you want to deliver. We are living in a new era with new way to express and to create and what the video shows is the modernity of the creativity. Banksy in my opinion represents the perfect example of creativity thanks to his work that creates a real break between our original way of thinking, of perception and the new world we are living in. I’d like to think that these disruptions will lead us to many other experiences and different perception of our environment.
Céline Ferrenbach's comment, February 13, 2:27 PM
This video found an echo inside me and I wish people would teach you this at school. Indeed, that’s exactly what I am thinking about when talking about creativity. When I see advertising, innovative design in the streets, in malls or wherever which focus on “being different, original and fun” I just tell myself: “they got it!” And that’s what any company would want to be. Thinking out of the box, being the difference that matters, and making people smile. <br>Just as Steve Jobs put it: “Think different”. But think different does not mean being an outcast who doesn’t like to be like the others. It means that you should never take anything for granted, not even what you think you know, most of all not what you think you know! Because to me, a good leader is also someone who has as a mantra Socrate’s quote : “I know one thing: that I know nothing”. This leader is curious, eager to learn everything and he knows learning can come from everywhere, everybody. By always putting yourself and what you know into question, you avoid to get stuck in one way of thinking, as often seen. People are often stuck in a vision of the world somebody, a culture, traditions, taught them. This is a perfect way to remind them that there are always different types of perspective. <br>Staying curious is the first step to be creative. And by experimenting new approaches, “disruptive realism”, innovative design and so on, you are offering people new filters of perception they would have never thought about.
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Temkin Top Customer Experience Trends to Watch in 2013 ...

Temkin Top Customer Experience Trends to Watch in 2013 ... | Designing design thinking driven operations | Scoop.it
Temkin Group Publishes Its Top Customer Experience Trends to Watch in 2013. Predictions Include Rise of Analytics And More On-Shoring of Contact Centers WABAN, Mass., Jan. 7, 2013 /PRNewswire/ — Temkin Group, ...
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A Year in Books — School of Visual Arts — MFA in Interaction Design

A Year in Books — School of Visual Arts — MFA in Interaction Design | Designing design thinking driven operations | Scoop.it
RT @svaixd: A Year in Books: interaction design students recommend books that inspire and evolve thinking: http://t.co/fijTWona
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How the BRIC Countries are Influencing Social Media

How the BRIC Countries are Influencing Social Media | Designing design thinking driven operations | Scoop.it
How the BRIC Countries are Influencing Social Media (How the BRIC Countries are Influencing Social Media http://t.co/OZsw6ztp via @hensel)
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Global Service Ja March 2013 // Just 48 hours to change the WORLD.

Global Service Ja March 2013 // Just 48 hours to change the WORLD. | Designing design thinking driven operations | Scoop.it
What is a Jam?

On 1 March 2013, people who are interested in service and using a design-based approach to problem solving and creativity will meet all over the globe. In a spirit of experimentation, co-operation and friendly competition, teams will have 48 hours to develop brand new services inspired by a shared theme. On Sunday at 3pm, they publish them to the world.

Find out what happens at a Service Jam.

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UX Alert: Is This the Year Natural Computer Interaction Takes Off?

UX Alert: Is This the Year Natural Computer Interaction Takes Off? | Designing design thinking driven operations | Scoop.it
User experience (UX) discussions commonly assume keyboard, mouse or, more recently, touch screen interaction. Arguably, none of these are natural actions.
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Design Thinking and Emerging IT Roles

Design Thinking and Emerging IT Roles | Designing design thinking driven operations | Scoop.it
This is the third and final part in a multi-part post inspired by Robert Pirsig’s masterwork, Zen and the Art of Motorcycle Maintenance.  In Part 1 (titled “Reflections on ‘Zen an...
Fred Zimny's insight:

Robert Pirsig's masterwork is highly, highly recommended.

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The History of Social Media – infographic | Social Customer Management

The History of Social Media – infographic | Social Customer Management | Designing design thinking driven operations | Scoop.it

, Ph.D.'s insight: Useful and concise timeline of major events that have digitally connected people starting with the first e-mail in 1971.

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The Social CXO: An Executive's Guide To Social Business

The Social CXO: An Executive's Guide To Social Business | Designing design thinking driven operations | Scoop.it
Fred Zimny's insight:

Quoted from the post: ""provide industry thought through personal blogs

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Can Companies Both Do Well and Do Good?

Can Companies Both Do Well and Do Good? | Designing design thinking driven operations | Scoop.it
It's a rare achievement, but these CEOs have shown the way.
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Digital Tools for Service Design

Digital Tools for Service Design | Designing design thinking driven operations | Scoop.it
A board for gathering together digital tools that can be used for #servicedesign. Follow and comment on any pin to be added as a collaborator.
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The customer experience challenge met: KANA responds | ZDNet

The customer experience challenge met: KANA responds | ZDNet | Designing design thinking driven operations | Scoop.it
Vendors have jumped on the customer experience board big time and I think they need to be challenged to prove that they should legitimately carry the concept, beyond hype. So I've asked a number of the most egregious at that to explain themselves.
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The Ditto Method to building a brand that sells


Via Alexis Brantes
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Alexis Brantes's curator insight, January 9, 2013 8:39 AM

The Ditto Method to building a brand that sells 

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The changing consumer-retailer relationship: interview with Panasonic - The Guardian (blog)

The changing consumer-retailer relationship: interview with Panasonic - The Guardian (blog) | Designing design thinking driven operations | Scoop.it
The Guardian (blog) The changing consumer-retailer relationship: interview with Panasonic The Guardian (blog) Simon Parkinson is head of service for north-west Europe at Panasonic, who oversees customer support operations in the UK, Ireland and...
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Predictions, Predictions, Predictions | Touchpoint Dashboard

Predictions, Predictions, Predictions | Touchpoint Dashboard | Designing design thinking driven operations | Scoop.it
Predictions, Predictions, Predictions - http://t.co/J0EGY0zR #cxo #crm #cem #custserv
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5 Reasons Why You Need to Improving the Customer Experience | I Want it NOW

5 Reasons Why You Need to Improving the Customer Experience | I Want it NOW | Designing design thinking driven operations | Scoop.it
Improving the Customer Experience is One of The Most Important Factors in Any Business - Check Out The Main 5 Reasons (5 Reasons Why You Need to Improving the Customer Experience, #CX #CustServ http://t.co/ioaJZ5m5)...
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Beyond Wireframing: The Real-Life UX Design Process | Smashing UX Design

Beyond Wireframing: The Real-Life UX Design Process | Smashing UX Design | Designing design thinking driven operations | Scoop.it
There’s a lot of talk about wireframing, but what does our work look like beyond wireframing? Was I the only one with a simplified approach? What can we do to create successful designs? What does the process beyond ”the poster” look like?

Via Mario K. Sakata
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