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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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Customer Experience Design: The Zappos Experience

Customer Experience Design: The Zappos Experience | Designing design thinking driven operations | Scoop.it
Blog post at Customers That Stick : In a few short years, Zappos has become known as one of the bellwether brands of customer service.
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Turning Customer Care Inside Out - Forbes

Turning Customer Care Inside Out - Forbes | Designing design thinking driven operations | Scoop.it
Experts in customer loyalty have a new maxim: delivering exceptional customer care starts from the inside out.
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Google Analytics in Real Life: What would your customer experience look like? - Analytics Blog

Google Analytics in Real Life: What would your customer experience look like? - Analytics Blog | Designing design thinking driven operations | Scoop.it
RT @gomezoscar: Google Analytics in Real Life: What would your customer experience look like? Excelente! Otro súper digerible. http://t.co/KqBme78p
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Trends in User Experience :: UXmatters

Trends in User Experience :: UXmatters | Designing design thinking driven operations | Scoop.it
“One of the biggest trends currently unfolding is the emergence of UX strategy as a specialty in the field of user experience.”—Pabini Gabriel-Petit
Via Mario K. Sakata, Hans
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Hans's curator insight, December 17, 2012 5:48 PM

UX aligned with strategy, more focus on experiences, and users merged with customers - that's our future? I believe so, design should be a holistic practice and a central part of the development process - to make sure the experience is guided by business visions and optimized to the users. This article delivers interesting thoughts about future UX and web design. 

Rescooped by Fred Zimny from Technology for all
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20 Tech Trends That Will Define 2013, Selected By Frog

20 Tech Trends That Will Define 2013, Selected By Frog | Designing design thinking driven operations | Scoop.it
Yes, it’s already that transitional time when our current year ends and another begins, and today and tomorrow are quickly changing hands. Rather than look back at significant trends of the past 366 days (2012 was a leap year, remember?

Via Tania Kowritski
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5 ways to Align Customer Experience with Brand Promise :

5 ways to Align Customer Experience with Brand Promise : | Designing design thinking driven operations | Scoop.it
No matter how much you spend on branding, the customer experience comes down to the people on your frontline: The hostesses, maître d', servers and all your employees who are interacting with your customers on a ...
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How design can help address modern challenges in public services - The Guardian (blog)

How design can help address modern challenges in public services - The Guardian (blog) | Designing design thinking driven operations | Scoop.it
The Guardian (blog)How design can help address modern challenges in public servicesThe Guardian (blog)The inquiry is investigating whether design skills and design thinking might be able to respond to this demand.
Fred Zimny's insight:

Also, in the private sector, health and education,

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Défi L'Express Grandes Ecoles's curator insight, December 20, 2012 11:16 AM

Les défis du design, par The Guardian.

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6 PR and social media predictions for 2013

6 PR and social media predictions for 2013 | Designing design thinking driven operations | Scoop.it
A surge for LinkedIn, PR's mobile outreach, and a return to reliable reporting (even if it takes longer) are in the author's forecast for the coming year.

Via Anita Windisman
Fred Zimny's insight:

Not that amazing, but true,

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Anita Windisman's curator insight, December 17, 2012 8:38 AM

Great to see a prediction for the increasing importance of LinkedIn!

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Why Companies Should Invest in the Customer Experience | Visual.ly

Why Companies Should Invest in the Customer Experience | Visual.ly | Designing design thinking driven operations | Scoop.it
Companies spend millions on advertising every year, but is it worth it?

Via nodosarquitectura
Fred Zimny's insight:

It is your only sustainable competitive edge.

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The Best Business Books Of 2012: Find Fulfillment, Get Productive, And Create Healthy Habits

The Best Business Books Of 2012: Find Fulfillment, Get Productive, And Create Healthy Habits | Designing design thinking driven operations | Scoop.it
1. Quiet: The Power of Introverts in a World That Can't Stop Talking, by Susan CainIn Quiet, author Susan Cain argues that introverts are a reservoir of untapped talent--and that progressive managers can create environments in which they...

Via maurage christophe
Fred Zimny's insight:

So true, this title

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CX Journey: Putting the Customer at the Center of Every Conversation

CX Journey: Putting the Customer at the Center of Every Conversation | Designing design thinking driven operations | Scoop.it
Is your company ensuring that the customer is at the center of every conversation that impacts their experience with your brand? In this post, I deconstruct a conversation.
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Can You Crowdsource Customer Service? - Business 2 Community

Can You Crowdsource Customer Service? - Business 2 Community | Designing design thinking driven operations | Scoop.it
Crowdsourcing customer service shouldn't be seen as a way to eliminate costs from customer service, but a key to engage your customer base and deliver a faster, richer, and more effective...
Fred Zimny's insight:

Sure it is possible e.g. forums

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Venturing into Project-Based Learning

Venturing into Project-Based Learning | Designing design thinking driven operations | Scoop.it

Jenny Luca, popular edtech blogger, teacher and librarian, describes her first foray into project based learning in her English classroom. A great reflective post in which Jenny shares the principles and practice of PBL. A lovely student assignment is also shared.


Via Anne Whaits, NikolaosKourakos
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Big Data Advances in Customer Experience Management | TCELab Blog

Big Data Advances in Customer Experience Management | TCELab Blog | Designing design thinking driven operations | Scoop.it
#BigData Advances in #CustomerExperience Management #CEM http://t.co/xJOhlcfT
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UNL's Raikes School looks toward "design thinking" in its third iteration

UNL's Raikes School looks toward "design thinking" in its third iteration | Designing design thinking driven operations | Scoop.it
Last year, the director of the University of Nebraska-Lincoln's Jeffrey S. Raikes School of Computer Science and Management told us that, over the past decade, the focus of many Raikes students has shifted from landing a job ...
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Global Trends 2030: Alternative Worlds

Global Trends 2030: Alternative Worlds | Designing design thinking driven operations | Scoop.it
The National Intelligence Council has issued Global Trends 2030: Alternative Worlds, intended to stimulate thinking about the rapid and vast geopolitical. The report sees four megatrends:

Individual empowerment will accelerate substantially during the next 15-20 years owing to poverty reduction and a huge growth of the global middle class, greater educational attainment, better health care, and widespread exploitation of new communications and manufacturing technologies. Enabled by communications technologies, power will shift toward multifaceted and amorphous networks that will form to influence state and global actions.

Diffusion of power among countries will have a dramatic impact by 2030. Asia will have surpassed North America and Europe combined in terms of global power, based upon GDP, population size, military spending, and technological investment. China alone will probably have the largest economy, surpassing that of the United States a few years before 2030.

Demographic Patterns: in the world of 2030—a world in which a growing global population will have reached somewhere close to 8.3 billion people (up from 7.1 billion in 2012)—four key trends will be aging—a shrinking number of youthful societies and states; migration, which will increasingly be a cross-border issue; and growing urbanization, which will spur economic growth but could put new strains on food and water resources.

Growing Food, Water, and Energy Nexus: Demand for food, water, and energy will grow by approximately 35, 40, and 50 percent respectively owing to an increase in the global population and the consumption patterns of an expanding middle class. Climate change will worsen the outlook for the availability of these critical resources.


Via Denis Pennel, HR Trend Institute
Fred Zimny's insight:

What can i do to imprive the outlook?

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The end of marketing as we know it | Business Excellence Magazine

The end of marketing as we know it | Business Excellence Magazine | Designing design thinking driven operations | Scoop.it
Business Excellence - Bringing you content on truly excellent companies from the USA, Canada, Middle East, Africa, Asia and Europe.
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5 Trends Defining the World of Work and Leadership in 2013 - Forbes

5 Trends Defining the World of Work and Leadership in 2013 - Forbes | Designing design thinking driven operations | Scoop.it
Forbes5 Trends Defining the World of Work and Leadership in 2013ForbesSo I got it right on a few things, Let's see what 2013 holds: Social media has finally been blessed as a legitimate tool by companies large and small which use it to increase...
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Finding and Interviewing UX Superstars | UX Magazine

Finding and Interviewing UX Superstars | UX Magazine | Designing design thinking driven operations | Scoop.it

Via Michael Allenberg
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Can you crowdsource customer service?

Can you crowdsource customer service? | Designing design thinking driven operations | Scoop.it
Crowdsourcing customer service will be the key to engage customers and deliver a faster, richer, and more effective customer experience. (RT @frontreport: Can You Crowdsource Customer Service?

Via nodosarquitectura
Fred Zimny's insight:

Yes, we can

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The Golden Ratio: a designer's guide | Design | Creative Bloq

The Golden Ratio: a designer's guide | Design | Creative Bloq | Designing design thinking driven operations | Scoop.it
The Golden Ratio is a beautifully simple piece of mathematical theory that can help make your designs feel well proportioned and pleasing on the eye. We explain how to use it.

Via Rebeca Zuniga
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Hans's curator insight, December 18, 2012 5:58 AM

In order to create the best user experiences we must figure out what triggers attraction. I suppose it's a wide range of emotional associations based on biological heritage combined with environment interaction. Or, is it a mathematical relationship that nature have applied to the world? However, the golden ratio is a universal guideline that is commonly accepted. It feels well proportioned and we are used to it.

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In 2013 I Wish ...

In 2013 I Wish ... | Designing design thinking driven operations | Scoop.it
I wish that IT leaders will work together with line of business on a shared agenda, implementing a strong social and analytics platform for exceptional customer experiences.
Fred Zimny's insight:

Indeed, all  want but why not start now?

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40% of shoppers would spend more if offered a better customer experience

40% of shoppers would spend more if offered a better customer experience | Designing design thinking driven operations | Scoop.it
As e-commerce becomes an increasingly overcrowded marketplace dominated by a handful of major brands, businesses are having to think of new ways to stand out from the crowd and attract new customers.
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81% of European shoppers would spend more for superior customer experience - BizReport

81% of European shoppers would spend more for superior customer experience - BizReport | Designing design thinking driven operations | Scoop.it
Price plays an important role in the decision making process, but the vast majority of shoppers would pay extra for a superior customer experience, according to the...
Fred Zimny's insight:

I always wonder whether the view results in actual behavior. Not quite sure.

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