Designing service
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Designing  service
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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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  service | 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  service | 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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Service Design Book | servitize

Service Design Book | servitize | Designing  service | Scoop.it
Aidan is a contributor to the “This is Service Design Thinking” book. This textbook provides a comprehensive introduction to key service design tools and methodologies.
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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  service | 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  service | 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  service | 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  service | 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  service | 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  service | 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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    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  service | 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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    How the BRIC Countries are Influencing Social Media

    How the BRIC Countries are Influencing Social Media | Designing  service | 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  service | 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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    Neuro Service Design | NEXT Berlin

    Neuro Service Design | NEXT Berlin | Designing  service | Scoop.it
    In Ignite Talk 2, Christian Jourdant presented a neuro marketing project he did for Otto. The method can be very helpful for service design projects as it helps researching the motives, emotions and interests of consumers.
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    Service design case study - Service Innovation & Design

    Service design case study - Service Innovation & Design | Designing  service | 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  service | 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  service | 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  service | 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  service | 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  service | 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  service | 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  service | 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  service | 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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