45 Design Thinking Resources For Educators 45 Design Thinking Resources For Educators Imagine a world where digital learning platforms help adult learners succeed through college completion; where a network of schools offers international-quality education, affordable tuition, and serves hundreds of thousands of children in economically disadvantaged countries; where we engage parents in understanding national trends and topics in education; where a comprehensive learning environment seamlessly connects the classroom with the opportunities of the digital world for young students; and where system-level solutions help more students gain access to college. Educators across the world have been using design thinking to create such a world. Design thinking consists of four key elements: Defining the Problem, Creating and Considering Multiple Options, Refining Selected Directions, and Executing the Best Plan of Action. An early example of design thinking would have been Edison’s invention of the light bulb.
Customer service is failing consumers [infographic] Last year we wrote a post on why customer service is broken, and some of the stats in this infographic from drumbi tell the same story. For example, 60% of US comsumers don't think companies have tried to improve their customer service, while 80% have abandoned a transaction thanks to poor service. Leonardo Electronic Almanac – L.A. Re.Play Volume 21 No 1 L.A. Re.Play: Mobile Network Culture in Placemaking, Leonardo Electronic Almanac, Volume 21 Issue 1 ISBN: 978-1-906897-36-9 ISSN: 1071-4391 Date of Publication: January 15, 2016 Number of Pages: 244 Special Issue Editors: Lanfranco Aceti, Hana Iverson and Mimi Sheller Editorial Manager: Caglar Cetin The print issue of LEA Volume 21 Issue 1 L.A. Re.Play: Mobile Network Culture in Placemaking is available on Amazon.
Carrie Chan Interview « Design for Service Carrie Chan is a recent graduate of the Masters program at the Carnegie Mellon School of Design. Her thesis project focused on the Children’s Hospital in Pittsburgh, Pennsylvania. I interviewed Carrie during a break in the thesis presentations at CMU on May 12th, 2008. Project Poster [PDF 1.1MB] Project Overview:Direct Care: Enhancing Family Experience Welcome kit – Toy, blanket and cameraIn-room display – Digital informationMobile monitoring device – Webcam updatesParents’ corner – In-room whiteboardAt-home website – Integrated informationFarewell gift – Photos, cards Bridging the gap between art and code "KNBC" by UCLA professor of digital media arts Casey Reas is an audio and visual distortion of television signals broadcast during December 2015. The signals were captured and archived at the artist's studio in Los Angeles. Turn up the sound as you watch this video that captures a few minutes of a continuous, generative collage. To UCLA visual artist Casey Reas, writing computer code and programming are not so much technical skills as “thinking” skills that he has managed to apply to artistic expression to great effect. “It’s a very interesting and powerful way of thinking that doesn’t have a specific domain,” Reas explained.
Enhancing the service blueprint – Carrie Chan The Gist Service blueprinting is a tool used by service designers to model service processes from the customer’s perspective. Developed a couple of decades ago by Lynn Shostack, the blueprints are primarily used to showcase the customer actions, the backstage actions & support processes, and the physical evidence—all the tangible evidence that the customer comes into contact with throughout their service engagement. With P2P Towards a Post-Capitalist Society * De Wereld Redden. Met P2P naar een post-kapitalische samenleving. Michel Bauwens en Jean Lievens. Houtekiet / Oikos, 2013 How to build Emotions into Customer Journey Mapping For ten years Beyond Philosophy has been advocating that emotions account for over half of a Customer Experience. We are very pleased that this seems to becoming more accepted. I am often asked how an emotion is evoked. This is quite complex but I thought I would try and outline some headlines here. I recently came across this video by Antonio Damasio one of the world’s leading authorities on the subject on emotions.
1024 Projections [Inspiration]: Jaw dropping projections by 1024 collective There have been many ‘projection’ projects recently but this morning I came across 1024. Created by Francois Wunschel and Pier Schneider (2 founders of EXYZT group), 1024 works on the interactions between 1024 Dimensions: Space, Sound, Visual, Light, Body, Architecture, City… Mostly built with Quartz Composer + custom plugins. Here is a selection of their work. I heart frameworks « My most popular post is about customer experience maps – it gets about 50 hits a day (I’m blogging plankton in the scheme of things so 50 is a lot for me). I’m chuffed about that because maps and frameworks are just about my most favourite thing in design. They’re even a form of info design (which is my other favourite thing). And ever since I put up that post I’ve wanted to do this post about frameworks. I love dealing with lots of information because I love coming up with frameworks to manage the volume.
When the Machine Made Art – Grant Taylor traces the origins of computational creativity Grant D. Taylor is an Associate Professor of Art History and the Art and Art History Department Chair at Lebanon Valley college in Pennsylvania. He is also the author of the 2014 book When the Computer Made Art: The Troubled History of Computer Art, which is undoubtedly the most thorough and well-researched history of computer art (and by association digital art) to have popped on CAN’s radar. Our editorial team voraciously consumed the book shortly after it was published and we continue to draw on it as an indispensable resource on the not-so-well-documented early years of mainframes and plotter drawings. Taking the position that computer art has (for various reasons) remained the stuff of niche production and consumption, Taylor traverses the distrust of institutions and the military-industrial complex that coloured the 1960s and ’70s, the exuberance and democratization of computing in the 1980s, and the wide-eyed anticipation of virtuality in the 1990s. Indeed!
The Anatomy of an Experience Map Experience maps have become more prominent over the past few years, largely because companies are realizing the interconnectedness of the cross-channel experience. It’s becoming increasingly useful to gain insight in order to orchestrate service touchpoints over time and space. But I still see a dearth of quality references. When someone asks me for examples, the only good one I can reference is nForm’s published nearly two years ago. However, I believe their importance exceeds their prevalence. I’m often asked what defines a good experience map. What is Autonomic Computing? Autonomic computing is a computer’s ability to manage itself automatically through adaptive technologies that further computing capabilities and cut down on the time required by computer professionals to resolve system difficulties and other maintenance such as software updates. The move toward autonomic computing is driven by a desire for cost reduction and the need to lift the obstacles presented by computer system complexities to allow for more advanced computing technology. The autonomic computing initiative (ACI), which was developed by IBM, demonstrates and advocates networking computer systems that do not involve a lot of human intervention other than defining input rules. The ACI is derived from the autonomic nervous system of the human body. IBM has defined the four areas of automatic computing:
Continuous Improvement Go here to view a customer journey map video explanation and download a free template. In a prior post, I discussed how most Lean practitioners focus primarily on the mechanical aspects of a process and often ignore the emotions of the customer. In other words, one can improve the process, but with complete disregard for the customer’s feelings as they go through the process. To be fair, they can be mutually exclusive. Therein lies the opportunity. In this post, I’ll explain (1) What is a Customer Journey Map, show the process of (2) Customer Experience Mapping, (3) it’s role in continuous improvement, (4) show several examples of customer journey maps, and (5) provide a free customer journey map template that you can download.