On Service Design. If you ask a lot of people in India on what is one thing that they would really like the companies to offer better, the answer you would get is Service. I have often faced situations that are so bad that often one ...
Design Thinking, Systems, The Berkeley Difference. Home · Express ... It captures this process in four sections divided as IMAGINING, ENGAGING, THINKING and ENACTING which is also visualized on the cover.
Try what many agile teams and UX professionals are doing: applying a method that first emerged in Japan during the 1980’s called the ‘Kano Model’ used to measures customer emotional reaction to individual features.
"Years of research have revealed that the single most important factor that separates the good companies from the great companies Adidas from Nike is the ability to listen to their customers. That's the starting poing".
"Dominant organizations, are those that can discern meaning from the information given. In other words, they're doing more than listening. They're hearing. And they're deriving their direction from what they hear".
How, exactly, does such effective listening work?
Here is what caught my attention:
Understand the unconscious
**A vast majority of human experience, communication and thought take place on an unconscious level - this is the first step to listening to the customer.
**We're continually taking note of the enviornment around us - how people interact within that enviornment and what role we play as individuals
**That information has a profound role in guiding customer behavior
**Truly effective communication means being able to listen on
multiple levels to what is said and what is left unsaid
Access Archetypal Images: A single image is worth a thousand words for a simple reason:
**The unconscious mind does not bother with language. Symbols, pictures, and iconography speak directly to your customer's psyche,
**bypassing and transcending all other forms of communication to take on the leading role in influencing your customer.
Listening, then, also means understanding which archetypal images resonate most with your customers and are the most relevant to them.
Selected by Jan Gordon covering "Content Curation, Social Business and Beyond"
During the Age of Separation we shielded ourselves from strangers by reducing all access to goods and services to money. No personal economic relationships are important because we can always "pay someone else to do it" wrote Charles Eisenstein in the book Sacred Economics.
In contrast, the Age of Reunion that we are entering is all about sharing: sharing with friends, sharing with coworkers, sharing with neighbors, sharing with complete strangers, sharing for free, sharing with a payment, etc. but sharing is not without its risks as the Airbnb incidents exposed. Can I trust you?
As antithetical as it may seem in a hyper-digital word, experience--how we interact in the physical world--is the biggest buzzword in marketing today.
When I say "experience," what I mean is interactions with the physical world. Moving to pick up a hot mug of coffee, the smooth, hot ceramic in your hands, smiling--these concrete happenings are experience. They seem mundane to you, because they are so common ... but because of the way these experiences work on your brain, they can be immensely powerful.
What we have learned over the last two decades is that these everyday interactions with the physical world are a kind of source code for your brain.