Service Design Trends for 2017 – Agile Meets Design Thinking

John Knight posted this a few months ago. I believe that that these 10 trends are worth paying attention to: “…underpin digital transformation across mobile, tablet, desktop and the wave of new UI technologies such as wearables… these changes will shift the focus from consumer to co-creator and from metropolitan chic to global reach, thus … Read more

Experience Makers are Memory Makers: Products are now Props and Services are the Stage

memorable experiences

In The Experience Economy, Pine and Gilmore explain how we are in a new economic era in which mere goods and services are no longer enough and all businesses must orchestrate memorable events for their customers. Joe Pine, shares in this video how in this new economy we are in that products are now props … Read more

Viability, Feasibility and Desirability

IDEO has been leading the charge on an innovation model built around Design Thinking. In this model, there are three key perspectives: Viability. Is it viable. Does it have a reasonable chance of succeeding? Is it capable of producing a profit or achieving your goal? Feasibility. Is it feasible. Does the technology exist or can … Read more

Personas, Journey Maps, Service Blueprints, and Innovation

Personas Personas help you specify the context of use by identifying the people who will use your solution, what they will use it for, and under what conditions they will use it. They help you to create a point of view that is based on your target audiences’ needs and insights so you can see … Read more

Service Blueprints – Going Beyond Customer Journey Maps

Where customer journey maps define your customers – prospects through advocates – touch points with your brand, products and services; service blueprints define the the behind-the-scenes people, processes and technology that supports that journey. Where creating a customer journey maps requires you to “walk in the shoes” of your customer and see your organization through … Read more

Globalization, Internationalization and Localization – What does all it Mean?

I get this one on a regular basis – especially working with global organizations’ product and services design and development. Here is how it breaks down: Globalization “Globalization is a process of interaction and integration among the people, companies, and governments of different nations, a process driven by international trade and investment and aided by … Read more

Persona Walkthrough

The other day I was helping a good friend and colleague with a “persona walkthrough.” A persona walkthrough is when you “walkthrough” your experience assuming the role of the persona. In this case, we were walking through an online experience. We started with a persona named Sally. Sally is a “Soccer Mom” – she is … Read more

User Experience encompasses all aspects of Your Customers interaction with Your Brand

memorable experiences

User experience encompasses all aspects of the end-user’s interaction with the company, its services, and its products. It is an approach that puts the user at the center of the design process and incorporates user concerns and advocacy from the beginning. User experience includes everything that the user can experience – the visual appearance, interactive … Read more

Intervention Design and Iterative Prototyping

You all know my evangelism for iterative prototyping… Well, you can imagine my joy when I saw this month’s Harvard Business Review dedicated to “The Evolution of Design Thinking” and a great article by Tim Brown and Rodger Martin on “How to use design thinking to make great things actually happen.” According to the article, … Read more

Learn, Anticipate and Simplify the Customer Experience across Channels with Predictive Analytics

memorable experiences

We are at the intersection of three maturing technologies: mobile devices, cloud services and big data analytics. Experience Makers collect, correlate and analyze data from their customer interactions across channels to learn, anticipate and simplify the experiences they create for their customers. In the Forbes.com post, Using Big Data and Machine Learning to Enrich Customer Experiences, Kurt … Read more

Personas, Actors, and Roles

Personas, actors, and roles have been around for a long time. In Greek theater, the persona referred to the “theatrical mask” – a role played by an actor. The Romans expanded the term to indicate a role in a court of law where personas assume roles with legal attributes such as rights, powers, and duties. … Read more

Affective Engineering

Affective Engineering is akin to Emotional Design rooted in Kansei. Kansei is a Japanese word that roughly translates to sensitivity and sensibility. It links the customer’s emotional responses to the properties and characteristics of a product or service. Customers purchase products based on qualities like brand, design, impression etc. People want to use products that … Read more