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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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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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Connected Futures | Business Model Canvas as process diagram

Connected Futures | Business Model Canvas as process diagram | 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:

The Value Proposition focusses on essential blocks from the Business Model Canvas and gives you lots of handles

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Three Cognitive Traps that Stifle Global Innovation

Three Cognitive Traps that Stifle Global Innovation | Service & Interaction Design Thinking | Scoop.it
Simple tests reveal whether you suffer from them (and you probably do).
Tom Van Looy's insight:

Validate your assumptions on Availability, Confirmation and Variance 

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Fight the dark side of Lean UX with the Experience Canvas

Fight the dark side of Lean UX with the Experience Canvas | Service & Interaction Design Thinking | Scoop.it

The Experience Canvas is a framework for project teams of any size to ensure that the end result – whether it’s a minimum viable product (MVP), a new feature roll-out, even a process or other business initiative – is thorough, considered, user-centred and lean, without compromising on flexibility. The emphasis is on the experience to be achieved by that result; a minimum viable experience (MVE), if you will.


Via Mario K. Sakata
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Alex McCardell's curator insight, October 9, 2013 3:09 AM

Pragmatic, and straight-forward. A good way to start brainstorming on a web project using UX principles as your guiding force.

Joo Yeon Yook's curator insight, October 9, 2013 8:50 AM

Lean UX .

Mario K. Sakata's comment, October 15, 2013 9:06 PM
So what does it mean by putting customer experience at the heart of your business? This canvas is the answer.
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Making Usability Findings Actionable

Making Usability Findings Actionable | Service & Interaction Design Thinking | Scoop.it

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Hannes's curator insight, September 18, 2013 1:11 PM

As a UX:er I try to motivate important design decisions based on user opinions. I do user research, design prototypes and perform test sessions to unveil critical insights. Initially the problem is to plan the design process so it allows the required level of user involvment, then the real challenge is to parcel and communicate all the valuable insights and truly impact the final implementation.

Terry Patterson's curator insight, September 18, 2013 9:20 PM

If you follow the Nielsen Norman Group you know that you will find what you're looking for in terms of best practices in the field. This article describes everything you need to know about usability reports right in the first paragraph. Unfortunately in practice I have seen small teams ignore the reporting step of even informal usability findings. In a way, I am convinced that it depends largely on the team's dynamic and design culture whether or not this step is formal enough to allow a usability practitioner to do his job well. How formal is your team's usability testing process?

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The 3 Future Waves In Design, And How To Ride Them

The 3 Future Waves In Design, And How To Ride Them | Service & Interaction Design Thinking | Scoop.it
Today's designers have to be more than surface decorators writes Mark Rolston. They need to become systems designers.

Via Mario K. Sakata
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Terry Patterson's curator insight, September 23, 2013 3:11 PM

This article highlights what people in the user experience world already know. In short, we have to expect constant change and adapt to the new modes of delivery and user expectations. System design knowledge and confidence is a given for today's movers and shakers in this field, and learning, well, is the only constant. 

Michael Allenberg's comment, September 23, 2013 7:09 PM
Very true Terry... What will prove interesting is watching the evolution of traditional Systems Architects into Curators of "The Internet of Things."
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Design Ethnography for Lean Teams


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Hannes's curator insight, July 10, 2013 2:45 PM

Lean production is a popular management philosophy that attempts to reduce resources spent on work that will not generate value to the end users. I have a clear mission as a designer that is aligned with most lean principles, that is to make the digital world a better place... for people! But if we want to design for people we must first understand people, so in order to create great user experiences in lean design teams we must starts to do some great ethnography. Here is an inspiring slideshow from TLCLabs that should convince any product manager.

Terry Patterson's comment, July 16, 2013 12:34 AM
Great find, Hannes! The study of HCI never underestimates user research, doesn't matter how lean. It is extremely important to understand why we have to do this. Great designers know they design for others, not for themselves.
gavin melles's curator insight, November 27, 2013 11:01 PM

Why not

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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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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

Via Mario K. Sakata
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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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Can You Invent Something New If Your Words Are Old?

Can You Invent Something New If Your Words Are Old? | Service & Interaction Design Thinking | Scoop.it
Innovators, watch your language.
Tom Van Looy's insight:

What do your words mean ?

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Experimentation beats expertise | disambiguity

Experimentation beats expertise | disambiguity | Service & Interaction Design Thinking | Scoop.it
Tom Van Looy's insight:

Hypothesis, prototype, test, repeat.

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A Case Study — How Your Product Can Benefit From User Feedback | Smashing UX Design

A Case Study — How Your Product Can Benefit From User Feedback | Smashing UX Design | Service & Interaction Design Thinking | Scoop.it
Hyungsoo Kim wanted to design a watch you can touch to tell time. Here's the story of how he brought The Bradley timepiece product from idea to market.
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10 Rules for a Successful Design Thinking Workshop

1. Focus on the human element.

2. Rely on the process.
3. Timeboxing is king.
4. Interdisciplinary teams.

5. Work as a team & be collaborative.

6. Be experimental & be a kid.

7. Failures are allowed.

8. Use the whole space.
9. Build early.

10. Build to think.


Via Len Netti
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Víctor Farré's curator insight, September 18, 2013 5:43 AM

10 reglas para un taller de diseño con éxito (Traducción, libre)

Focaliza en el elemento humano

Confía en el proceso

El ritmo en el tiempo, es el rey

Equipos interdisciplinares

Trabaja como un equipo y colabora

Experimenta y sé como un niño

Los fracasos están permitidos

Utiliza todo el espacio

Construye pronto

Construye para pensar

 

El camino de la inventiva

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10 design concepts every developer should know

10 design concepts every developer should know | Service & Interaction Design Thinking | Scoop.it
Developer Kyle Fiedler introduces ten basic design concepts and practices that each and every developer should know and understand.
    

Via Brian Yanish - MarketingHits.com
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Hannes's curator insight, September 15, 2013 12:18 PM

This article delivers some very useful points to consider during every design project. I agree with the author, design is more than what you see at first glance, design satisfies user needs, design supports functional specifications, design builds a strucure that is easy to navigate, design makes information flow smoothly and design evokes emotions. It's all about maintaining the perspective and understanding why the problems need to be solved from the beginning - because someone actually needs it. So don't forget who someone is and what someone wants.

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Is Your Business Poised for the New Digital Customer's Journey?

Is Your Business Poised for the New Digital Customer's Journey? | Service & Interaction Design Thinking | Scoop.it
The sheer proliferation of new online devices and digital consumer channels is pushing leading-edge companies to rethink how they connect with and engage their customers.

Via janlgordon
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Josette Williams's curator insight, July 5, 2013 4:33 PM

This content powerfully points out the massive shift that has happened in marketing today.  Is your company adapting?

Kun Le's curator insight, July 7, 2013 10:58 AM

add your insight...

 

Richard Stadler's curator insight, July 8, 2013 4:33 AM

The purchase process is no longer linear, it is not even predictable. Chaos Theory, here we come...