Expertiential Design
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Service Design: Chapter 6: Developing the Service Proposition :: UXmatters

Service Design: Chapter 6: Developing the Service Proposition :: UXmatters | Expertiential Design | Scoop.it

The service proposition is essentially the business proposition, but seen from both the business and the customer / user perspective.

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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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Milton Glaser - "10 Things I Have Learned"

Milton Glaser is one of the best known graphic designers in the world. This essay summarizes his ten principles on how to live. Make sure to read "How you live changes your brain" (#7) and "Doubt is better than certainty" (#8).
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Blockchain and the Future of Web Design via @Scoopit

Blockchain and the Future of Web Design via @Scoopit | Expertiential Design | Scoop.it

Blockchain Disruptions

As we shared in BI Revolution and Curation Revolution Blockchain isn't just for Bitcoin anymore.  Imagining a distributed, verified and all but fraud-proof transaction network will change how we think about designings websites too. 

 

Websites are Dumb
Today, as social media proves, our customers want collaboration, community, and conversations. Google understands the value of highly personalized results. 

 

The Google "float" where you and I can type the same search at the same time and receive different results is an example of hyper-personalization blockchains are sure to bring to e-commerce. 

 

Websites powered by algorithms to read a customer's blockchain show the most relevant information to convert now. Lectures die in favor of predictive analytics and conversations. 

When we learn, thanks to the blockchain, a customer just purchased something related to what we sell why show customers anything other than the products our data tells us will convert visitation to transactions? Answer: we wouldn't. 

 

Internet of Things

The "life is better" promise suggested by the Internet of Things (IOT) is a harvest we only reap with creative use of blockchain. If everything knows everything about everyone, where we are head anyway, our ability to turn chaos into meaning, efficiency and a better life depends on a multipoint, verified and shared network. 

As we noted in our Curagami post The Blockchain Disruption Is Coming Sun Microsystems John Burdette Gage was right - the network is the computer. And the only way our lives don't dissolve into a puddle of chaos, confusion, and anger is by using community blockchain to inform, personalize, and humanize the Internet of things. 

Read our friend David Amerland's great What If We Had A New Value System for Goods and Services to understand the need for, the promise of, and difficulty to create a meaningful, fair, and efficient future. 

 

How Blockchain Change Web Design

Web design changes from static to flexible, from we create to we curate and from lectures to conversations. Like Google, we won't create a single, static, boring page. Instead, thanks to the blockchain, we will design interactive experiences capable of changing on the fly. 

 

And we'll have flying cars too. We realize we've heard similar mostly unfulfilled promises before. And there are significant hurdles such as how most merchants feel about their customer information - highly proprietary. 

 

If the web proves anything, it is the absurdity of "highly proprietary" thinking. What is exclusive when what we do is digital and so easily shared instantly and around the world? Answer: nothing is uniquely yours anymore. 

We don't see the usual drip, drip, drip of acceptance for blockchain empowered, flexible and personal web design. Everyone goes, or no one and the undeniable benefits of using a "dispersed ledger" to inform our digital marketing is so holdouts will lose share, traffic, and loyalty. 

Best to LEAD in innovative ways to use blockchain to inform your web designs since to do otherwise is to risk...well everything. 


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Martin (Marty) Smith's curator insight, July 12, 10:42 AM

How blockchain will make the Internet of Things possible and change web design. 

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Designer? Thinking About Code School Read This @Curagami Post First 

Designer? Thinking About Code School Read This @Curagami Post First  | Expertiential Design | Scoop.it

Do Graphic Designers Need Code School?

Web design is, like most things, in the middle of an intense revolution. As the backend or reading and writing content to databases continue to move toward the front end of pretty pictures customers see and interact with designers will be tempted to attend a "code school". 

Before you pay thousands in tuition to upgrade skills you may need to upgrade read this Curagami post first: http://www.curagami.com/code-schools-will-they-change-your-life/ ;


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Martin (Marty) Smith's curator insight, July 11, 8:37 AM

Our Curagami post that places our experience at The Iron Yard Code school in Durham, North Carolina in the context of more than 13 years in web development. Before you pay for a school that will make many promises, read our code schools post. 

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20 Free UX eBooks You Must Read via WebDesignDev

20 Free UX eBooks You Must Read via WebDesignDev | Expertiential Design | Scoop.it

UX Must Reads

If you're new to web design do yourself a favor and read at least two of these free User Interface (UX) design books. You'll save yourself time in the end if you know how to design for conversion, engagement, and functionality. That's not to downplay the need for excitement, but nothing turns more users off faster than a hard to understand website. 


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Martin (Marty) Smith's curator insight, July 9, 10:44 AM

Free UX books will help save you design time, energy, and frustration. 

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How Emotional Design Will Make Your Brands Stand Out

How Emotional Design Will Make Your Brands Stand Out | Expertiential Design | Scoop.it

Emotional Branding Guide
This excellent guide to building emotions into your brands focuses on products, but every lesson here applies to web design too. Finding ways to infuse your web designs with relevant value, cultural, and "made to stick" messages, connections, and images are every designer's and web marketer's job. 


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Martin (Marty) Smith's curator insight, July 7, 8:45 AM

Great primer on how to build emotions into your product, web, and services designs. 

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Ten Cool Wireframing Tools To Help ROCK Your Web Designs via Shopify  

Ten Cool Wireframing Tools To Help ROCK Your Web Designs via Shopify   | Expertiential Design | Scoop.it

Wireframing Is A Pain But Less So
Wireframing, the act of prototyping web designs before writing code, is a pain. Less of a pain with these 10 wireframing tools all new to us. 


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Martin (Marty) Smith's curator insight, July 5, 8:17 AM

We have used any of these tools, but xeroxing our wireframing template is old, hard to share, and takes too long. 

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Why Rich Animations Will Make Your Website Fun – via Medium

Why Rich Animations Will Make Your Website Fun – via Medium | Expertiential Design | Scoop.it

Rich Animations

Video is a must, but so are "rich animations". Rich Animations are infographic-like, fun and instructive graphics that come alive, play, and run much like a video. 

Find examples in this Medium Post 
https://medium.com/@lollypopindia/why-rich-animations-are-crucial-for-design-ab6e940fc8f6 ;

 

 

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Martin (Marty) Smith's curator insight, June 30, 7:59 AM

Watching The Story of Stuff we realized there were some things, some hard things, better told via animation. A human narrator would have made the hard stuff too hard, but animating the devastation even our favorite stuff like iPhone create stopped the "rejection reflex" long enough to listen. 

Not hard to see why animation is so effective. We've been brought up on cartoons, Sesame Street and Simpsons. If you aren't using animation to teach, engage, and make points you might otherwise not be able to make your website is less fun, effective, and profitable. 

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Knowing These Mobile Screens Will Make Your Tiny Screen Designs Rock via Tubikstudio 

Knowing These Mobile Screens Will Make Your Tiny Screen Designs Rock via Tubikstudio  | Expertiential Design | Scoop.it

Rock Mobile Or It Rocks You

You want to be on the right side of the "mobile" revolution, but where is that exactly. This post shares critical information about screen size that will help your mobile design rock! 


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Martin (Marty) Smith's curator insight, June 29, 3:23 PM

Mobile design is more than small - it is confusingly so. This post shares the 15 mobile screen types and how to design for them. Can you afford NOT TO KNOW that? Answer: No :). Martin 

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9 Graphic Design Trends You Need To Be Aware of in 2017.

9 Graphic Design Trends You Need To Be Aware of in 2017. | Expertiential Design | Scoop.it
Here are 2017's graphic design trends you need to follow. We are covering packaging trends, typography trends, layouts and even cinemagrahs.

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Martin (Marty) Smith's curator insight, June 28, 8:50 AM

Agree and disagree with some of these trends. The bright colors trend seems obvious, but not when you factor in mobile first. Mobile doesn't handle gradients well thus the great flattening of images into more traditional "web safe" colors. Mobile requires simplification across the board images included. 

That is NOT to say arresting images don't matter. Arresting images matter more than every since your content must cut through a mountain of clutter. If you're using standard stock cut luck with that "cutting through the clutter" thing. 

Better to find arresting images like the one that got my attention long enough to read and scoop this post :). Marty 

Nevermore Sithole's curator insight, June 30, 5:11 AM
9 Graphic Design Trends
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A framework for “Employee Centric” Digital Workplace Platform | How to be a leader in #service: #servicedesign and #designthinking

A framework for “Employee Centric” Digital Workplace Platform | How to be a leader in #service: #servicedesign and #designthinking | Expertiential Design | Scoop.it
https://twitter.com/dhinchcliffe/status/801251147730350080

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15+ Japanese Designs That Have Outdone the Rest of the World

15+ Japanese Designs That Have Outdone the Rest of the World | Expertiential Design | Scoop.it

Best of Japanese Design
Turns out the best of Japanese design is pretty good. These 15 examples cross the thin line between design, art and commerce and so so with a grace and beauty you'd expect from Japanese design. I'm building a "tiny house" based on Japanese design so I love it. 


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How to be a leader in #service: #servicedesign and #designthinkingINSEAD Knowledge: Setting the Stage for Digital Transformation

How to be a leader in #service: #servicedesign and #designthinkingINSEAD Knowledge: Setting the Stage for Digital Transformation | Expertiential Design | Scoop.it
Being customer-centric in a digital world requires not a plan but a process.Digital technology has transformed business by rapidly eroding any and all barriers – physical, institutional or temporal – between customers and the satisfaction of their needs and desires. By now, nearly all organisations are aware that they must either transform or risk being…

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How Does Google Handle CSS + Javascript "Hidden" Text?

How Does Google Handle CSS + Javascript "Hidden" Text? | Expertiential Design | Scoop.it
Does Google treat text kept behind "read more" links with the same importance as non-hidden text? The short answer is "no," but there's more nuance to it than that. In today's Whiteboard Friday, Rand explains just how the search engine giant weighs text hidden from view using CSS and JavaScript.
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The Evolution of Marketing: From Manual Through Automation To Predictive - How to be a leader in #service: #servicedesign and #designthinking

The Evolution of Marketing: From Manual Through Automation To Predictive - How to be a leader in #service: #servicedesign and #designthinking | Expertiential Design | Scoop.it
“It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.” While historians still argue whether Charles Darwin actually said that or Leon C. Megginson (Small Business Management: An Entrepreneur’s Guidebook), this opinion is just as valid for marketers today. We are all aware of…

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Martin (Marty) Smith's curator insight, July 20, 9:24 PM

Can't figure out who is writing the Fred Zimmy content but it rocks. 

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TALKING TO HUMANS #Success starts with understanding your #customers (download this book for free) - How to be a leader in #service: #servicedesign and #designthinking

TALKING TO HUMANS #Success starts with understanding your #customers (download this book for free) - How to be a leader in #service: #servicedesign and #designthinking | Expertiential Design | Scoop.it
What is in the book? We wrote the book to help people learn how to talk to their real or potential customers. Given that we all communicate with other people every day, you would think this would be an easy task, but our instincts tend to be all wrong. After watching countless entrepreneurs and intrapreneurs…

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How to create success with Advanced analytics: Use these Nine insights from the C-suite - How to be a leader in #service: #servicedesign and #designthinking

How to create success with Advanced analytics: Use these Nine insights from the C-suite - How to be a leader in #service: #servicedesign and #designthinking | Expertiential Design | Scoop.it
Conversations with hundreds of business leaders reveal nine ways that they are—and are not—adapting to the analytics revolution. Data and advanced analytics have arrived. The volume of available data is growing exponentially, with more added every day from billions of phones, sensors, payment systems, and cameras. Machine learning is becoming ubiquitous, but organizations are struggling to turn data…

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THE NEVER-ENDING DESIGN THINKING READING LIST - How to be a leader in #service: #servicedesign and #designthinking

THE NEVER-ENDING DESIGN THINKING READING LIST - How to be a leader in #service: #servicedesign and #designthinking | Expertiential Design | Scoop.it

THE NEVER-ENDING DESIGN THINKING READING LIST Whether you’re just curious about the concept of design thinking or you’ve been involved in the design thinking world for years, there’s always more to explore. We’re often asked about the best resources for learning more about design thinking, so we’re starting a living list of some of our…

 

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A 2014 reread: When to Use Which User-Experience Research Methods #ux - How to be a leader in #service: #servicedesign and #designthinking

A 2014 reread: When to Use Which User-Experience Research Methods #ux - How to be a leader in #service: #servicedesign and #designthinking | Expertiential Design | Scoop.it
Summary: Modern day User-Experience research methods answer a wide range of questions. To know when to use which user research method, each of 20 methods is mapped across 3 dimensions and over time within a typical product-development process. The field of user experience has a wide range of research methods available, ranging from tried-and-true methods such as lab-based…

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IoT - From Theory to Practice

IoT - From Theory to Practice | Expertiential Design | Scoop.it
There is almost always a gap between Theory and Practice in doing IoT projects.

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Dan Roberts's curator insight, July 5, 6:48 AM
Insights from actual IoT projects - things never go as smoothly as you expect...
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Beyond Design Thinking: How to Ensure Design Is Always On - How to be a leader in #service: #servicedesign and #designthinking

Beyond Design Thinking: How to Ensure Design Is Always On - How to be a leader in #service: #servicedesign and #designthinking | Expertiential Design | Scoop.it
A common theme in many of my recent posts has been how and why it’s critical to keep human beings front-and-center in any sort of innovation or digital transformation initiative. This is easy to say but not always easy to do – at least in the right way. That’s partly because, outside of Marketing and…

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10 Lessons: Design Thinking for Blockchain | How to be a leader in #service: #servicedesign and #designthinking

10 Lessons: Design Thinking for Blockchain | How to be a leader in #service: #servicedesign and #designthinking | Expertiential Design | Scoop.it
Over the past fifteen months I’ve facilitated eighteen design thinking workshops to explore the application of blockchain to customer projects.  Most of these (actually 12) have been in the finance industry, and in Europe (specifically 15).  Some interesting lessons and reflections emerge. First a little context . . . We use a standard approach for customer projects as shown…

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The Rise of Artificial Intelligence: How AI Changes UX Design | Creative Cloud blog by Adobe

The Rise of Artificial Intelligence: How AI Changes UX Design | Creative Cloud blog by Adobe | Expertiential Design | Scoop.it

AI & UX and UI

Mobile isn't everything it is the only thing at least as far as data architecture and design goes. The "mobile first" movement didn't go nearly far enough. 

Mobile first means thinking about and changing how we think about User Interface design. As we're thinking about design we need to layer artificial intelligence (AI) in too. 

AI impacts the sentient nature of the conversation between customers, websites and robots. Robots not of the Skynet variety but crawlers determined to understand, share, and search. 


Via Martin (Marty) Smith
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Martin (Marty) Smith's curator insight, June 26, 9:13 AM

Mobile first isn't everything it is the only thing. This Adobe post provides an intelligent look into how AI will impact web design, user experience, and the customer journey. 

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The New Class of Digital Leaders

The New Class of Digital Leaders | Expertiential Design | Scoop.it

Faced with organizational challenges, more and more companies are hiring an executive to manage their digital transformation.

 


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Kenneth Mikkelsen's curator insight, June 23, 4:09 AM

When hiring a digital leader, companies must consider not just the individual’s background and expertise, but also his or her position within the organization and the governance mechanisms from which he or she will derive the responsibility and authority needed to carry out the mission.

Ron McIntyre's curator insight, June 26, 2:00 AM

What do you think?

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The expanding role of design in creating an end-to-end customer experience | McKinsey & Company

The expanding role of design in creating an end-to-end customer experience | McKinsey & Company | Expertiential Design | Scoop.it
Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses.Time was, a company could rely on a superior product’s features and functions to coast for a year or more before competitors could catch up. Or a well-honed service advantage could…

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After all those years Businesses still unclear which team should own customer experience #digital #cx

After all those years Businesses still unclear which team should own customer experience #digital #cx | Expertiential Design | Scoop.it
Chief marketing officers and other C-suite executives are unclear who should be in charge of the customer experience. This confusion is a key challenge for 30% of the UK and US marketers, CEOs and chief customer officers surveyed by software company Calabrio, which is having a significant impact on the experiences these businesses deliver. In the UK, for example, less…

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Samuel Pavin's curator insight, June 14, 6:42 AM
An easy answer here that keeps getting lost in nearly every company: EVERYBODY is responsible for the customer experience ! 
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Engineering a #human touch into a #digital future #custserv

Engineering a #human touch into a #digital future #custserv | Expertiential Design | Scoop.it
  The die is cast. We are marching inexorably into a new generation of digitally enabled customer experiences. There is no turning back. Estimates vary as to the number of customer service roles that will be replaced by bots, robots, cognitive technologies and artificial intelligence (AI). But commentators are agreed: we have reached an inflection…

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