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Innovation & Institutions, Will it Blend?
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Rescooped by Deb Nystrom, REVELN from Spaces for Innovation
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Tinkering and Technological Imagination, Mitch Resnick, Professor of Learning Research at the MIT Media Lab

Tinkering and Technological Imagination, Mitch Resnick, Professor of Learning Research at the MIT Media Lab | Innovation & Institutions, Will it Blend? | Scoop.it

Which companies create space for the adult level of tinkering?


"If we want more young people to choose a profession in one of the group of crucial fields known as STEM — science, technology, engineering and math — we ought to start cultivating these interests and skills early.  But the way to do so may not be the kind of highly structured and directed instruction that we usually associate with these subjects." ~ Time: In Praise of Tinkering.

 

A helpful video on tinkering is here, by Mitch Resnick, Professor of Learning Research at the MIT Media Lab.   Mitch is interviewed by Howard Rheingold, a cyberculture pioneer, social media innovator, and author of "Smart Mobs." In this video, he discusses the role of "making, tinkering, remixing" in next-generation learning and education.

 

Mitch develops new technologies and activities to engage people (especially children) in creative learning experiences. He is on the conference committee for the 2012 Digital Media & Learning Conference in San Francisco, Calif., Mar. 1-3.

 

 


Via Karen Steffensen
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Rescooped by Deb Nystrom, REVELN from Change Leadership Watch
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Leading Continuous Innovation INFOGRAPHIC: Culture, Fringe Experiments, Customer Immersion

Leading Continuous Innovation INFOGRAPHIC: Culture, Fringe Experiments, Customer Immersion | Innovation & Institutions, Will it Blend? | Scoop.it

How can change leaders support high performance, innovative teams? The infographic below cites 10 innovation strategies.  This is close.  There will be more of these process charts and innovation graphics.  


This one features:


Step 2:  Working at the organization's edges, the fringe & close to customers I've heard Dr. Jeff DeGraff talk about fringe teams this year at the Michigan Ross School of Business.


Step 3:  Culture that  supports experimentation, failure.  This is ubiquitous in mention, scarce in after-the-fact reporting.  Better known examples, 3M (Post-Its) and Google (Google Lab: Buzz, Wave, etc.)


Step 6: Customer immersion, pain points


Step 10:  Metrics, measures

 

Sources include:  Christensen & Raynor, The Innovator's Solution: Creating & Sustaining Successful Growth, 2003  


Note the continuous improvement language, adjusted slightly, a 'la W. Edwards Deming:  Ready, Aim, Fire, Adjust.  Like Plan, Do, Check, Act.


Via Jonha Revesencio, Deb Nystrom, REVELN
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Scooped by Deb Nystrom, REVELN
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Transforming Service: Adobe’s Customer Immersion program, a work in progress

Transforming Service:  Adobe’s Customer Immersion program, a work in progress | Innovation & Institutions, Will it Blend? | Scoop.it

Forrester announced winners of the 2011 Voice of the Customer awards  at their annual Customer Experience Forum in June 2011, in New York.  Adobe, Fidelity Investments and JetBlue, were the 2011 award winners.


Adobe made significant changes in how they engage with their customers over the last 18 months.  Yet, in reading the commentary on the blog cited here, it seems they have a ways to go, as yet.  The blog post features these points:

  • Like Jet Blue, Adobe recognized they weren’t always easy to do business with, and were not consistently delivering the level the service customers expected.
  • Adobe’s Customer Immersion Program provides Adobe’s senior leaders with the opportunity to experience first-hand what our customers experience when they engage with Adobe.
  • Adobe’s Customer Listening Post facility brings customer experiences to life – - live video and data feeds showing what’s happing in real-time.
  • Front-line service and support agents are now equipped with better tools and resources to quickly resolve customer issues.

That said, there are two comments on this post that show some of the challenges ahead for customer immersion and managing the complexities of surprizing and delighting the customer these days.


Photo credit:  Immersion Iwona_kellie Creative Commons

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