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Designing design thinking driven operations
I blog about strategic and tactical service design and management.<br><br>Trying to explore how service design practices develop.<br><br>With a focus in developing strong conceptual work, supporting design decisions on research and enabling readers to create conversations with clients, colleagues and customers.<br><br>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 case study - Service Innovation & Design

Service design case study - Service Innovation & Design | Designing design thinking driven operations | Scoop.it
In this blog post, I present how you can turn your customers challenges into new service offerings. The most crucial thing is to gather as much information as you can about your service users daily tasks.
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The Power of Your Network is the "Ask"

The Power of Your Network is the "Ask" | Designing design thinking driven operations | Scoop.it
Don't let feeling awkward stop you from making a difference. (The Power of Your Network is the "Ask" - http://t.co/KwJ3jAoz)
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Waging Evolution: 6 Tips for Applying Design Thinking in Your Organization

Waging Evolution: 6 Tips for Applying Design Thinking in Your Organization | Designing design thinking driven operations | Scoop.it

1. Don't ask permission. Just do it. 

2. Show. Don't sell. Build something worth seeing.

3. Identify a beachhead. And storm it.

4. Broadcast. Leverage your work on an everyday basis.

5. Make yourself Agile. Structure and organize your work on the principals.

6. Make yourself awesome. And everything else will fall into place.


Via Len Netti
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Fundación Co.Ser's curator insight, January 8, 2013 9:18 PM

Los  dejamos con estos tips, yo creo que a todos nos gustan, ya que son una forma agil de adquirir comportamientos o experiencia para afrontar situaciones.

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Improving Your Website Usability Tests | Smashing UX Design

Improving Your Website Usability Tests | Smashing UX Design | Designing design thinking driven operations | Scoop.it

Via Hans
Fred Zimny's insight:

I think we reached a time where usability has evolved into a successful field with crystallized methodology. For example, we are no longer talking in revolutionary terms about agile development, UCD, remote user testing or web page analytics. It became a standard, and the next step is to tune up the skills and aim for perfection. This article describes the essence of conducting well planed usability tests, in short version: Ask the right questions to relevant people in realistic environments without influences.

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Hans's curator insight, January 8, 2013 8:28 AM

I think we reached a time when usability has evolved into a successful field with crystallized methodology. For example, we are no longer talking in revolutionary terms about agile development, UCD, remote user testing or web page analytics. It became a standard, and the next step is to tune up the skills and aim for perfection. This article describes the essence of conducting well planed usability tests, in short version: Ask the right questions to relevant people in realistic environments without influences.

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A Framework for Influencing Customer Experience - Strategy Speaks: a Peppers and Rogers Blog

A Framework for Influencing Customer Experience - Strategy Speaks: a Peppers and Rogers Blog | Designing design thinking driven operations | Scoop.it
A Framework for Influencing Customer Experience - Strategy Speaks: a Peppers and Rogers Blog http://t.co/qgMEFHq2 http://t.co/HJ5NaW1r
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Ritu Sinha's comment, February 10, 2013 9:28 PM
Should increase it to 6 steps - Strategic design being the first and reporting and monitoring being the last
Ritu Sinha's curator insight, February 10, 2013 9:30 PM

Good starting point. I will increase it to 6 steps framework - Strategic design (defining CVP) being the first and reporting and monitoring being the last

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Not only for startup Entrepreneurs: The Five Best Books for 2012

Not only for startup Entrepreneurs: The Five Best Books for 2012 | Designing design thinking driven operations | Scoop.it




Via Robin Good
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Gerrit Bes's curator insight, January 9, 2013 4:34 AM

 

If you are looking for a good reading list focusing on startups and entrepreneurship, here is a good one.

 

Book list: http://thestartupdaily.com/2013/01/the-5-best-books-of-2012-for-startups-and-entrepreneurs/

 

 

 

Barbara Kurts's comment, January 9, 2013 9:11 PM
my topics here http://www.scoop.it/t/health-leads-plus
Idees's curator insight, January 11, 2013 3:53 AM

Los mejores libros de 2012 relacionados con el emprendimiento y las start-up.

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Does Your Brand Have A Social Media Blind Spot? | Social Media ...

Does Your Brand Have A Social Media Blind Spot? | Social Media ... | Designing design thinking driven operations | Scoop.it
MediaBistro shared an infographic that takes a closer look at how reputation management on social media can be a blind spot for business executives.

Via Gary Morrison
Fred Zimny's insight:

It also about positioning

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There is No Spoon: The Construct of Channels - Adaptive Path

There is No Spoon: The Construct of Channels - Adaptive Path | Designing design thinking driven operations | Scoop.it

The information needs to be consistent between video, kiosk screen, mobile and physical retail space. The information is cross-channel, but the experience is not. The experience, to the customer, is singular.


Via Mario K. Sakata
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An interview with the COO of Electronic Arts Labels - McKinsey Quarterly - Business Technology - Organization

An interview with the COO of Electronic Arts Labels - McKinsey Quarterly - Business Technology - Organization | Designing design thinking driven operations | Scoop.it
The success of Electronic Arts—known for games such as Battlefield, Madden, and The Sims—once hinged on managing relationships with retailers.
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Seven predictions for the Customer Experience industry in 2013 - Customer Think (blog)

Seven predictions for the Customer Experience industry in 2013 - Customer Think (blog) | Designing design thinking driven operations | Scoop.it

They are aware everyone is talking about Customer Experience and think maybe they should join in.

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Temkin Group Publishes Its Top Customer Experience Trends to Watch in 2013 - eReleases (press release)

Temkin Group Publishes Its Top Customer Experience Trends to Watch in 2013 - eReleases (press release) | Designing design thinking driven operations | Scoop.it

In a previous research report, The Future of Customer Experience, Temkin Group identified that the practice of customer experience had entered into...

Fred Zimny's insight:

Always a good buy.

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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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Forget social media, smartphone apps are the new customer service ...

Forget social media, smartphone apps are the new customer service ... | Designing design thinking driven operations | Scoop.it
Customers are increasingly expecting smartphone application customer service options as they remember enquiries during down time, according to a new study. Research from Nuance Communications found that more than ...
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Are visual design skills important for service designers?

Are visual design skills important for service designers? | Designing design thinking driven operations | Scoop.it
Figure 1: Blog post mind map. To understand and develop service design we need to combine knowledge from different areas, as business administration, publishing, marketing, psychology, journalism, ...
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The business value behind the big data buzz

The business value behind the big data buzz | Designing design thinking driven operations | Scoop.it
Big data is without a doubt the latest industry buzzword, and like all buzzwords it is the subject of much debate, misunderstanding and hype. While harnessing

Via Don't SWETT it Solutions
Fred Zimny's insight:

My favorite quote is: However the reality is that not all organisations need this information for the effective running of their business. Big data has benefits in a business to consumer market model, particularly with regard to large customer base enterprises such as retail and banking. The cost of gathering and analysing the data needs to be weighed against the benefit that this will provide, and in truth the cost currently outweighs the value received in many instances. At the end of the day, data must add business value, otherwise it is an unnecessary expense to analyse it, and big data is no different. By @Gary_Allemann via @ITNewsAfrica ‏@BernardMarr

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Don't SWETT it Solutions's curator insight, January 8, 2013 8:35 AM

My favorite quote is: However the reality is that not all organisations need this information for the effective running of their business. Big data has benefits in a business to consumer market model, particularly with regard to large customer base enterprises such as retail and banking. The cost of gathering and analysing the data needs to be weighed against the benefit that this will provide, and in truth the cost currently outweighs the value received in many instances. At the end of the day, data must add business value, otherwise it is an unnecessary expense to analyse it, and big data is no different. By @Gary_Allemann via @ITNewsAfrica ‏@BernardMarr

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E-xcellence - Manual

E-xcellence - Manual | Designing design thinking driven operations | Scoop.it

The instrument is based on the E-xcellence manual containing the benchmark statements, with the criteria and indicators. In the guide you can find the criteria and indicators. The structure of the instrument is identical to the sections in the guide and are organised into six sections.

Fred Zimny's insight:

Read, share and apply the newest version of the E-xcellence Manual with the latest benchmarks in quality e-learning performance. Next to an overall update of the full manual you can find new benchmarks on:

      -Open Educational Resources


      -Libraries as knowledge brokers


          -Social media in higher education.


    You paywith a tweet

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    A master class in customer service from Lego

    RT @AndrewBloch: A master class in customer service from Lego. Boy writes to Lego after losing a mini-figure. Here's their reply... http://t.co/ldoMH29j

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    Sizing up social business for 2012 | ZDNet

    Sizing up social business for 2012 | ZDNet | Designing design thinking driven operations | Scoop.it
    There were many shifts in how businesses applied social media to how they worked last year. These were the most significant ones.

    Via Sebastian Thielke
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    Contactless Payments vs Mobile Payment Processing: Decisions to Make - exploreB2B

    Contactless Payments vs Mobile Payment Processing: Decisions to Make - exploreB2B | Designing design thinking driven operations | Scoop.it
    There’s no doubt about it, the merchant services industry is on the verge of a payment-processing sea change. Businesses large and small are realizing the benefits of switching from ...

    Via LuceVeilleux, Vaughn Clair
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    Rescooped by Fred Zimny from Service Design Daily
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    A 2010 Ronald Berger paper: From product to service


    Via Miguel Bello
    Fred Zimny's insight:

    Not that recent still very decent

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    Customer Service: Why It Matters - @KateLeggett

    Customer Service: Why It Matters - @KateLeggett | Designing design thinking driven operations | Scoop.it

    For many companies, customer service is a cornerstone of their customer experience strategy. It’s an area of increasing importance because:

    Good customer service experiences are good for business. Poor customer service experiences are expensive. Poor customer service experiences causes customers to leave your brand.

     


    Via Peter Hoeve
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    Peter Hoeve's curator insight, January 7, 2013 6:06 AM

    Forreser offers an interesting Roadmap (see the picture above) or Playbook for Customer Service executives. Sadly it's not a free service, but a paid product ..

     
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    In 2013, Innovating Customer Experience Strategy - Innovation Excellence (blog)

    In 2013, Innovating Customer Experience Strategy - Innovation Excellence (blog) | Designing design thinking driven operations | Scoop.it
    In 2013, Innovating Customer Experience Strategy
    Innovation Excellence (blog)
    Customer Experience and Customer Experience Management (CEM) has been on the corporate agenda for several years now, and interest in the topic seems to be gaining momentum.
    Fred Zimny's insight:

    Redefine and learn

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    Get to Know Your Customer Experience Lifecycle #CXM - CMSWire

    Get to Know Your Customer Experience Lifecycle #CXM - CMSWire | Designing design thinking driven operations | Scoop.it

    This month as we examine the customer experience lifecycle, there's no doubt that we'll ponder the marketer's most pressing, philosophical question — when does a customer become a...

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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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