http://www.informationdesign.org/ Dedicated to the growth and improvement of the information experience industries. en-us plato@xs4all.nl 2013-05-31T09:53:17+01:00 hourly 1 2000-01-01T12:00+00:00 Visual tools empower all design fields. "When we speak about a service or a system, an ecosystem or concept, they are a lot of times abstract things. Visualization representation is a way to make them more tangible." (Elizabeth Wood ~ frog design mind) Service design 2013-05-31T09:53:17+01:00 CX or UX? Who cares. Users are customers for capitalists. "The necessity of providing user satisfaction on every key touchpoint in your business is critical to your success. The issue, however, is identifying those crucial touchpoints. Customer journey maps could be an incredibly helpful solution in this area." (Jacek Samsel ~ Six Revisions) ~ courtesy of thomasmarzano Customer experience 2013-05-30T14:45:18+01:00 Go Marc, go! "You might know that a customer journey map is a visualisation of interactions between a customer and your organisation. But what are the things that could make your next customer journey map even better?" (Marc Fonteijn a.k.a. @marcfonteijn ~ 31Volts) Service design 2013-05-28T10:55:07+01:00 Service design is it, sort of. "Increased competitive pressure, technology convergence and changing user behaviors require a new approach to future-proof businesses and organizations. Service design has a track record of being a catalyst towards customer orientation, organizational alignment and improving the total customer experience." (Stefan Moritz ~ Veryday) Service design 2013-05-24T12:04:55+01:00 Explaining it to UX designers is one thing, to your mother is another. "If you are in an agency or consultancy environment, you might categorise service design as part of user experience and/or experience strategy. If you come from a product environment, service design might vibrate more to what you consider as product management and business design. In a nutshell, service design is delivering a designed experience onto different levels of actors with a more holistic approach in mind. Let me elaborate on that." (Patrick Neeman a.k.a. @usabilitycounts ~ Usability Counts) User experience 2013-05-13T21:33:34+01:00 Service design and change. Any design field is a changer. "Framing a people-centred design challenge as a service design project, will always initially require lots of pursuasive communications. This is why my focus is now on the generative research, co-discovery and co-design fuzzy front end of the design process, where you begin by understanding the experiences of people who are the new design experts, but who are too often ignored in design process." (Richard Louis Arnott ~ Curiosity Junkie) Service design 2013-05-13T09:17:05+01:00 Service design as the vehicle for adding corporate value: E2 ('Experience Engineering'). "I believe that the strategic process of experience engineering is why it is imperative that the benefits of Service Design are communicated to and supported by people working at the highest organisational business level." (Richard Arnott a.k.a. @servicejunkie ~ Curiosity Junkie) Service design 2013-05-03T10:53:11+01:00 Governments is some countries are stepping up regarding design and their added value for citizens. "Design is a key source of innovation and therefore part of the solution to the growth challenge Europe is facing. Every day we see start-up businesses inspired by design and creative thinking, and leading global enterprises using it as a means to boost business development and gain competitive advantage. Worldwide there is also an increasing focus on how design and other creative skills can contribute to a green transition. A major part of a product's environmental footprint is defined through the early design phase, so many environmental issues can be solved by focusing on reducing environmental impact early in the development process. Rapid urbanisation is another example. The rise of mega-cities with millions of inhabitants is increasing the need for design solutions both technical and social that can meet the challenge of creating sustainable urban environments on a huge scale." (Design Council) Service design 2013-05-02T11:47:56+01:00 Podcasts 2013-04-26T12:28:13+01:00 The theatre metaphor really helps our thinking on services. "These questions continue to apply in prototyping, building and all the way to delivery of new services and on into business as usual. I've used these same questions in co-design sessions, putting them directly in the hands of participants as they work on being a part of their own products and services." (Stephen Collins ~ acidlabs) Service design 2013-04-22T11:13:17+01:00 Preaching for the choire. "This is the first of a series of posts on why digital experience planning has become a strategic priority of a growing tribe of digital leaders." (Dave Wieneke a.k.a. @UsefulArts ~ Econsultancy) Customer experience 2013-03-27T15:37:22+01:00 Every field is entitled to its own deliverables. "Service blueprints contain several foundational concepts for a service designer such as, value exchanges and touchpoints. They are fundamental tools for clarifying the interactions between customers, digital touchpoints, and employees because they reveal how these are supported by 'backstage' activities (essentially, everything the customer does not see). Blueprints can be invaluable assets for interaction designers working on multichannel services and digital products especially when there is a mix of digital and human-to-human interfaces." (Izac Ross ~ Moment) Service design 2013-03-25T11:25:51+01:00 Service design 2013-03-21T10:54:15+01:00 Besides Estonia, these people in the UK are leading the way for sure. "From April 2014, all new and redesigned digital services will need to be so good that people prefer to use them. (...) Remember, this site is currently a prototype. We are continuing to work on the content that is hosted here, and will add more guidance and features after the release in April 2013." (GOV.UK) Service design 2013-03-14T10:12:39+01:00 Whatever it takes: usability, user experience, customer experience, or service design. "To be able to build sustainable businesses, they need to create real value. That's why service design is so great. Service design makes use of an analytic, methodical process, but combines this with a creative, exploring and customer focused approach. It combines left and right brain thinking. This makes sure your focus will remain on long term value creation, without neglecting short term results. And not only results for your own business, but for all stakeholders involved. And that's tough. That requires a change in culture. A culture, where the customer is really king. Where innovation is viewed as a responsibility for the entire company. Where people get the chance to try stuff out, and where they don't get hanged directly if it does not work. Where management includes creative people and functions like chief experience officer exist." (Robbert-Jan van Oeveren a.k.a. @RobbertJan ~ Buro Koos) Service design 2013-03-07T10:55:59+01:00