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Service & Interaction Design Thinking
New insights related to Design Thinking, Service Design and UX Design
Curated by Tom Van Looy
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JAMK University of Applied Sciences Service design toolkit english

The tools presented here are a means for you to analyze your thoughts. By seeking the answers to their questions, you may realize something essential about y...
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Service Design Toolkit

The tools presented here are a means for you to analyze your thoughts. By seeking the answers to their questions, you may realize something essential about your business, your customers' needs and their value determination process.


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3 Google’s lessons on How to go from Research to Design Solution | UX Lady

3 Google’s lessons on How to go from Research to Design Solution | UX Lady | Service & Interaction Design Thinking | Scoop.it
blog about user experience by silvana churruca

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Charlie Keum's curator insight, February 7, 9:35 AM

Google's best practices in research before user experience.

Terry Patterson's comment, February 24, 4:06 PM
It is interesting how many times designers embark into projects because someone is dictating what to do. In my organization this is almost the norm. The sad part of this is that many hours are spent in the wrong designs, and the wrong solutions.
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Design Thinking and the Business Model Canvas

"Design thinking can be described as a discipline that uses the designer’s sensibility and methods to match people’s needs with what is technologically feasible and what a viable business strategy can convert into customer value and market opportunity.” — Tim Brown

 

“A business model described the rationale of how an organisation creates, delivers, and captures value” — Alex Osterwalder


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willdonovan's curator insight, March 2, 6:26 AM

Find an edge with these tools #GSJam #GSJ14

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The Dribbblisation of Design - Inside Intercom

The Dribbblisation of Design - Inside Intercom | Service & Interaction Design Thinking | Scoop.it
There are divergent things happening in the product and interaction design community. On one hand, we have some amazing pieces of writing from the likes of Ryan Singer and Julie Zhuo, moving our craft forward.
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The Little Book of IDEO: Values

We wrote this to give you a sense of IDEO’s culture—the ties that bind us together as coworkers and as people.

Via Fred Zimny
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Maria Paula Oliveira's curator insight, January 9, 1:19 PM

Sharing precious insights.

Cheryl Doig's curator insight, January 9, 2:20 PM

IDEO is a top design thinking company. One of the reasons they have remained so is because the understand the importance of culture. Check out this great slideshare of what they value. It's a timely reminder for leaders to review their own personal and organisational values. Are they really being lived?

willdonovan's curator insight, February 27, 6:24 AM

Love a little book of values - that when working in groups brings out a whole new dynamic

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An Overview of Service Design

What is service design? What are the benefits of a service design approach? Why engage in service design now? How does service design compare to other innovation methods? What are service design methods and tools?

 

Key principles of Service design:

(i) aims to create services that are useful, useable, desirable, efficient, and effective. 

(ii) is a human-centred approach that focuses on customer experience and the quality of service encounter as the key value for success. 

(iii) is a holistic approach that considers in an integrated way strategic, system, process, and touch-point design decisions. 

(iv) is a systematic and iterative process that integrates user-oriented, team-based inter- disciplinary approaches and methods in ever-learning cycles 


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Beverley - expressherstyle's curator insight, February 17, 5:37 AM

Key points on the definition and uses of service design.  Are there any others?  Please add comments below.

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UX Research | Standardized Usability Questionnaires

UX Research | Standardized Usability Questionnaires | Service & Interaction Design Thinking | Scoop.it
Not enough content on the web encourages UX researchers to use standardized usability questionnaires after each usability test.

Via Mario K. Sakata
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Julien ROLAND (@ Cairnz)'s curator insight, December 2, 2013 8:10 AM

Though I understand the purpose of Standardized Usability Tests and have used them (SUS), I see some limitations in using them IN ADDITION to the actual study's protocol: #1 addressing client -specific issues already requires tradeoffs in terms of issues to explore / questions to ask considering the average duration of individual tests and #2 it is possible to "be inspired"by standardzed tests and make sure these questions / aspects are addressed WITHIN the specific protocol. Of course #2 would not allow for comparability with other studies as the questionnaire is not delivered in a similar way. This is of course a big drawback in innovation research (as in R&D) projects where reference to previous studies / results is key, but how important is that for UX research in the context of customer projects? 

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Using personas for executive alignment

Using personas for executive alignment | Service & Interaction Design Thinking | Scoop.it

We had several goals when we set out to run this exercise with the executive team. The first was to introduce them to the concept of personas. We achieved this goal to the extent that the team now knows what this tool is and what components make it up. Given that these were ad-hoc personas, it is incumbent on us, the UX team, to continue to update the 6 personas we created as we learn more from actual user interactions. We must then update the executives with these new details.


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Dreaming, Exploring, Locating. Understanding the New Customer Journey

Dreaming, Exploring, Locating. Understanding the New Customer Journey | Service & Interaction Design Thinking | Scoop.it

Traditionally known for creating innovative ‘bricks & mortar’ customer experiences, FITCH has also had to rapidly adjust our approach. Translating a brand into a compelling consumer experience now requires a much more diverse skill base, a refined process and the ability to orchestrate a much broader range of touch points than ever before.


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Mario K. Sakata's curator insight, November 13, 2013 7:11 PM

Traditionally known for creating innovative ‘bricks & mortar’ customer experiences, FITCH has also had to rapidly adjust our approach. Translating a brand into a compelling consumer experience now requires a much more diverse skill base, a refined process and the ability to orchestrate a much broader range of touch points than ever before.

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Using Story in Design, Innovation, Problem Solving

Using Story in Design, Innovation, Problem Solving | Service & Interaction Design Thinking | Scoop.it
How narrative intelligence can help everyone design solutions and generate useful data.

Via Karen Dietz
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Michael Allenberg's curator insight, October 4, 2013 7:34 PM

I am becoming a HUGE advocate of designing experiences in conjunction with contextual storytelling!

malek's curator insight, November 5, 2013 7:17 AM

story design process can offer an intuitive planning framework that makes it easier for us to wrangle and resolve complex challenges.

tollywoodfilms's curator insight, November 5, 2013 8:09 AM

d

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Customer Journey Maps - A 'Quick And Dirty' Technique To Create Them

Customer Journey Maps - A 'Quick And Dirty' Technique To Create Them | Service & Interaction Design Thinking | Scoop.it
Customer Journey Maps illustrate the journey user go through when interacting with a product/service. This article explains a Customer Journey Map technique

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Connected Futures | What does it mean to be human? An argument for cyborg-centred design

Connected Futures | What does it mean to be human? An argument for cyborg-centred design | Service & Interaction Design Thinking | Scoop.it
Connected Futures is a design research & strategy studio. We help craft optimal futures by understanding why people value things and how they use them.
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Discovery : UX Apprentice

Discovery : UX Apprentice | Service & Interaction Design Thinking | Scoop.it
Dig deep into the process and logic of user experience during discovery. Solve the big problems, one sketch at a time.

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Terry Patterson's curator insight, March 22, 9:14 PM

I actually love how simple they make the process look. 

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Why Companies are Not Startups

Why Companies are Not Startups | Service & Interaction Design Thinking | Scoop.it

Companies looking to be innovative face a conundrum: Every policy and procedure that makes them efficient execution machines stifles innovation.

 


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Introduction to Lean Startup & Lean User Experience Design

SlideShare is the world’s largest community for sharing presentations. Discover great content and connect with like-minded individuals.

Via Mario K. Sakata
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willdonovan's curator insight, March 2, 6:22 AM

Techniques Plus!

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The User-Centered Design Process as a Simplicity Engine

Simplicity is not natural. Simplicity changes behavior. Simplicity sells. Making things simple requires dedication, discipline and intelligence. Cultivate simplicity as a capability.


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How to improve UX with service design tools

How to improve UX with service design tools | Service & Interaction Design Thinking | Scoop.it
How can we take the principles of design and stretch them to examine the intangible aspects of UX?

Via Mario K. Sakata
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Benj112358's curator insight, January 13, 3:32 AM

If you are interested about using Service Design tools like Service Blueprint for your IT project, I advice you this article Putting the Customer Back in the Center of SOA with Service Design and User-Centered Design http://publications.hevs.ch/index.php/publications/show/1562

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Infographic: Customer Experience Is More Important Than Advertising | Zendesk

Infographic: Customer Experience Is More Important Than Advertising | Zendesk | Service & Interaction Design Thinking | Scoop.it
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Service Blueprinting

Services are outcomes in which customers do not take ownership of physical elements involved. Services are co-created by service users and service employees. Service blueprints: (i) map the value exchanges and touchpoints, (ii) clarify the interaction between customers and employees, and (iii) reveal how these are supported by backstage activities.


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willdonovan's curator insight, February 27, 6:37 AM

It takes a team, however the Service Blueprint can be a very powerful tool for discovering new ideas.


Something to play and discover during the March 7-9 Global Service Jam

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The Ecosystem Behind the Product or Service

The Ecosystem Behind the Product or Service | Service & Interaction Design Thinking | Scoop.it

Every product or service comes in to this world with an abundance of actors, like the relations they have and the conditions they interact within. This ecosystem is a self-sufficient set of elements which are intricately interconnected. These elements can exist by themselves, and yet simultaneously be part of a larger ecosystem, like a tree in the forest. However, our ecosystems are populated with people, which can easily result in chaotic or poorly organized systems plagued by unnecessary bureaucracy.


Via Mario K. Sakata
Tom Van Looy's insight:

Interactions through the Digital, Physical and Emotional channels

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Mike Donahue's curator insight, November 27, 2013 2:16 PM

I like how this speaks to emotions as the foundation, and I'd add the goal, of experience design.

Mike Donahue's curator insight, November 27, 2013 2:17 PM

I like how this speaks to emotions as the foundation, and I'd add the goal, of experience design.

Mario K. Sakata's comment, November 29, 2013 6:22 PM
Agree with Fred.
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It is all about service

It is all about service | Service & Interaction Design Thinking | Scoop.it
The first fundamental premise of the service-dominant (S-D) logic says that service is the fundamental basis of exchange [1]. In other words ─ all business is actually service business. This sounds...

Via Mario K. Sakata
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Why Smart Social Marketers Think Mobile First

Why Smart Social Marketers Think Mobile First | Service & Interaction Design Thinking | Scoop.it

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Manú Iñaki's curator insight, February 11, 2:33 PM

Los usuarios de smartphones son importantes para la mercadotecnia

 

willdonovan's curator insight, February 27, 7:42 AM

INFOGRAPHIC ALERT: The Social Case for Mobile 1st

Brenton Millers's curator insight, March 28, 12:48 AM

This info graphic created by Unified shows statistics of how social marketers target people on a mobile platform.

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Why UX and CX have to relate to organizational change (EX)

Why UX and CX have to relate to organizational change (EX) | Service & Interaction Design Thinking | Scoop.it

We need to design all the internal tools, mechanisms, reporting, processes, policies etc to be focused on the employee. We need to understand our teammates and employees as well as we understand our user and customers. I call this Employee eXperience (EX).


Via Mario K. Sakata
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Connected Futures | Beyond products and services to platforms

Connected Futures | Beyond products and services to platforms | Service & Interaction Design Thinking | Scoop.it
Connected Futures is a design research & strategy studio. We help craft optimal futures by understanding why people value things and how they use them.
Tom Van Looy's insight:

a platform is “a blueprint for the evolution of a popular software interface or specification”

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