BIS Publishers This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. Also see thisisservicedesignthinking.com "Service design is one of the core topics on the agenda of companies in almoste every industy. "Marc and Jakob have not only applied their well-considered method to study and describe the elements of Service Design; they have also used it in designing the book, making it apiece of metadesign. Harcover edition also available
Our Work | Explorics About Explorics is a strategic consulting firm specializing in customer intelligence and go-to-market strategy. We help software companies engage their customers to create compelling content that opens new channels and attracts new buyers. 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. But it’s not just about the illustration of the journey (that would simply be a journey map). Rail Europe experience map. The experience map highlighted above was part of an overall initiative for Rail Europe, Inc., a US distributor that offers North American travelers a single place to book rail tickets and passes throughout Europe, instead of going to numerous websites. First Steps An overall inventory of touchpoints for Rail Europe. The Lens
Social Design Strategy Great products and services depend on their users having great experiences. But it’s not about what users do or how they do it, but rather why. Why they do what they do, why they keep coming back, and why they tell their friends. And social design aims to explain the why behind great experiences. I’ll tell you a quick story. That story in and of itself is not a big deal. In these cases and when we are faced with more subjective questions such as, “Where’s a good Italian restaurant?” Communities are very useful. And though we have all kinds of relationships in our lives—with coworkers, neighbors, or brands, and long lasting or short lived, formal or intimate—it’s with our strongest ties that our trust lies. So when my close friend in New York tells me about a place I should visit, I trust her opinion and that she knows me well. Trust is built through this conversation. The Three Principles of Social Design The Identity and Community Baseline Building Conversation Conversation builds trust.
How to Identify (and Mitigate) the Riskiest Parts of Your Product Strategy | Street Smart Product Manager Any product strategy is fraught with risks. I’ve heard the three biggest risks to a startup are tech risk, market risk, and ego risk.1 I’d argue for internal corporate innovation, the biggest risks are market risk, resource risk (resources need to be assigned), implementation risk (need the right implementation skill sets and tools), operational risk (the product needs to be operationally cost-effective) and internal risk (need buy-in and alignment from internal stakeholders). Identifying these risks and de-risking them are crucial to the success of any product strategy. One of the most compelling things to me about Lean Startup is the focus on systematically de-risking elements of a product innovation through experiments and Validated Learning — one of the five core principles of Lean Startup. Of course, this is predicated on identifying each of the most essential elements of your product vision. Again, from Eric’s book: But again, the question is how to actually do this in practice.
Serivce Quality and Customer Satisfaction Publications In Press Article Multimedia Systems This paper presents a RESTful Web service platform for building mixed reality applications for both Web browsers and mobile clients. Pervasive Computing Nokia Research Center’s Multimedia Technologies Laboratory in Santa Monica, CA is exploring how to design engaging, entertaining, and exciting novel experiences using interactive pervasive technologies. Personal and Ubiquitous Computing In this paper, we investigate the relation- ship between automatically extracted behavioral char- acteristics derived from rich smartphone data and self- reported Big-Five personality traits (Extraversion, Agree- ableness, Conscientiousness, Emotional Stability and Openness to Experience). Conference 134th Convention, Audio Engineering Society Detection of tonal components from magnitude spectrum is an important initial step in several speech and audio processing applications. Data Mining and Knowledge Discovery Nano Letters Chinese Computer Federation journal In Proceedings
"Stakeholder Development": Using Customer Development on Internal Stakeholders | Street Smart Product Manager In my last post, I introduced the Product Canvas — my iteration of the Business Model Canvas — as a simple and quick way to capture my idea for a product. I’ve also used it as a communication tool to share my product vision and get early feedback, which is critical in the beginning stages of exploring a new product opportunity. I’ve been sharing the Product Canvas with anyone who’s asked, and early feedback has been encouraging. One of the biggest things that seems to be resonating with folks is the Key Stakeholders box. Look, I’ll admit, managing stakeholders is cumbersome, tiresome, and at times a pain. But I’ve learned the hard way that identifying and aligning stakeholders is really important for any initiative. When I came across Steve Blank’s Customer Development methodology, I wondered if its principles could be applied to internal stakeholder support. Here’s the Customer Development process. In this case, the bottom-line activity is to “walk the building”! Strictly illustrative.
Improving User Workflows with Single-Page User Interfaces By Joost Willemsen Published: November 20, 2006 “Sometimes, one gets the feeling that Web developers implement richness just for the sake of making a Web site and the company that commissions it look cool.” Over the last two years, Rich Internet Applications (RIAs) have been a hot topic of discussion. Having said this, I believe RIAs are here to stay, but not so much because of their cool controls as because richness can improve the way Web applications support complex, non-linear user workflows. Multi-Page Versus Single-Page User Interfaces “One of the most exciting aspects of Ajax is the single-page user interface, in which all interactions with a Web application take place on one page.” One of the most exciting aspects of Ajax is the single-page user interface, in which all interactions with a Web application take place on one page. Web applications weren't always like this. Booking Travel Online “With so much content, the findability and usability of information have become crucial.”
Using Lean Principles to Create and Get Traction for Your Product S... Reader - Henrik Olsen's shared items