Wednesday, October 29, 2008
Tuesday, October 21, 2008
The lunch currier
Draft version of the video presented at the "Changing the Change" conference in Torino (July 2008)
Monday, October 20, 2008
Service Opportunities
A great list of service opportunities from Patricia Seybold (Outside Innovation).
".... Here are just a few examples of customer-unfriendly policies that annoy customers while increasing operational costs:
• Placing a multi-day hold on funds deposited at an ATM machine, forcing customers to come into the branches to make deposits so they can access their money (a common banking practice in several countries).
• Requiring that a serial number match a service contract number before you'll provide technical support or renew a support contract.
• Requiring that the customer type in a long license key in order to load the software he has purchased.
• Limiting the number of times a customer can load a game, music, or other purchased intellectual property on his own machines or systems.
• Making it difficult for customers to return or exchange goods they have purchased.
• Making it difficult for customers to redeem coupons or rebates in the hopes that they will neglect to do so.
• Making it difficult for distribution partners to gain approval for promotional programs and deals before they can quote a price to end-customers.
• Making it difficult for customers to renew, exchange, and/or co-terminate a support contract that covers a number of products, many of which have been added, moved, or amended since the contract was originated.
• Making it difficult for customers to change the terms of a loan, mortgage, or other financial agreement when their circumstances have changed.
• Providing networked products that can't self-register and identify themselves when they connect to a network.
• Requiring customers who travel to pre-notify their credit card providers and their mobile/wireless providers that they are about to travel in order to ensure that they receive uninterrupted service. "
Read the article.....
(Via Choosenick)
".... Here are just a few examples of customer-unfriendly policies that annoy customers while increasing operational costs:
• Placing a multi-day hold on funds deposited at an ATM machine, forcing customers to come into the branches to make deposits so they can access their money (a common banking practice in several countries).
• Requiring that a serial number match a service contract number before you'll provide technical support or renew a support contract.
• Requiring that the customer type in a long license key in order to load the software he has purchased.
• Limiting the number of times a customer can load a game, music, or other purchased intellectual property on his own machines or systems.
• Making it difficult for customers to return or exchange goods they have purchased.
• Making it difficult for customers to redeem coupons or rebates in the hopes that they will neglect to do so.
• Making it difficult for distribution partners to gain approval for promotional programs and deals before they can quote a price to end-customers.
• Making it difficult for customers to renew, exchange, and/or co-terminate a support contract that covers a number of products, many of which have been added, moved, or amended since the contract was originated.
• Making it difficult for customers to change the terms of a loan, mortgage, or other financial agreement when their circumstances have changed.
• Providing networked products that can't self-register and identify themselves when they connect to a network.
• Requiring customers who travel to pre-notify their credit card providers and their mobile/wireless providers that they are about to travel in order to ensure that they receive uninterrupted service. "
Read the article.....
(Via Choosenick)
Design thinking is basically about being able to make good PowerPoint slides...
A sceptical point of view from John Maeda:
"While the corporate world is obsessed with the idea of design thinking -- which relies on data and process for inspiration -- Maeda is skeptical. "Design thinking is basically about being able to make good PowerPoint slides -- the quad-chart slide, the stakeholder slide. I get that. I think it's important. But at the same time, you hear whispers, even at Stanford, that people aren't making things anymore." Scott Klinker, head of the 3-D design program at Cranbrook Academy of Art, who defended the intuitive, qualitative approach to design at this year's Industrial Designers Society of America conference, agrees: "The proponents of the strategy-based approach say, 'Don't worry about form. We'll save you with design thinking.' I think that's crap. Design has always been a complex synthesis of analytical and intuitive processes."
Read the article...
(Thanks to Arjan van Woensel)
"While the corporate world is obsessed with the idea of design thinking -- which relies on data and process for inspiration -- Maeda is skeptical. "Design thinking is basically about being able to make good PowerPoint slides -- the quad-chart slide, the stakeholder slide. I get that. I think it's important. But at the same time, you hear whispers, even at Stanford, that people aren't making things anymore." Scott Klinker, head of the 3-D design program at Cranbrook Academy of Art, who defended the intuitive, qualitative approach to design at this year's Industrial Designers Society of America conference, agrees: "The proponents of the strategy-based approach say, 'Don't worry about form. We'll save you with design thinking.' I think that's crap. Design has always been a complex synthesis of analytical and intuitive processes."
Read the article...
(Thanks to Arjan van Woensel)
Thursday, October 16, 2008
Designing Interactions
A book and a website from Bill Moggridge with some great interviews .
"Designers of digital technology products no longer regard their job as designing a physical object—beautiful or utilitarian—but as designing our interactions with it. In Designing Interactions, Bill Moggridge, designer of the first laptop computer (the GRiD Compass, 1981) and a founder of the design firm IDEO, tells us stories from an industry insider’s viewpoint, tracing the evolution of ideas from inspiration to outcome." go...
"Designers of digital technology products no longer regard their job as designing a physical object—beautiful or utilitarian—but as designing our interactions with it. In Designing Interactions, Bill Moggridge, designer of the first laptop computer (the GRiD Compass, 1981) and a founder of the design firm IDEO, tells us stories from an industry insider’s viewpoint, tracing the evolution of ideas from inspiration to outcome." go...
Friday, October 10, 2008
Will A New Breed Of Innovation Companies Eventually Settle Into The Realm Of New Product/Service Innovation?
Idris Motee on Product/Service Innovation
"Can adv agencies design great products and/or experiences? You would think so? Over the years they have narrowed their skills (rather than broadening) and their core capabilities were reduced to doing the following three things 1/ finding a unique way to positioning a products within its category 2/adjustments of minutia to affect the consumers’ perception of the brand 3/ maximize repetitive exposure and extend reach. Innovation is not a core capability. Deep customer insight is not a core capability (over reliance of traditional research is the problem). Customer engagement is not a core capability (although they refer customer engagement as engaging through a 30sec TVC). It makes you wonder whether a new breed innovation companies will eventually settle into the realm of new product innovation and brand / communication innovation or even push into the space to deliver business model innovation."
Read the article...
"Can adv agencies design great products and/or experiences? You would think so? Over the years they have narrowed their skills (rather than broadening) and their core capabilities were reduced to doing the following three things 1/ finding a unique way to positioning a products within its category 2/adjustments of minutia to affect the consumers’ perception of the brand 3/ maximize repetitive exposure and extend reach. Innovation is not a core capability. Deep customer insight is not a core capability (over reliance of traditional research is the problem). Customer engagement is not a core capability (although they refer customer engagement as engaging through a 30sec TVC). It makes you wonder whether a new breed innovation companies will eventually settle into the realm of new product innovation and brand / communication innovation or even push into the space to deliver business model innovation."
Read the article...
Monday, October 6, 2008
Friday, October 3, 2008
Service Stories #7
I am collecting these testimonies (service stories) from end-users because they are great research material and help me gain more insight. Beside that these videos illustrate the changing world companies and governments are facing.
Bad Experience with Sprint Wireless
Bad Experience with Sprint Wireless
Thursday, October 2, 2008
Wednesday, October 1, 2008
Service Design Network Netherlands
I am proud to announce that Eden Design & Communication, 31Volts, Creative Cities Amsterdam Area, STBY and DesignThinkers have launched the Service Design Network Netherlands.
Since June 2008, in monthly informal meetings, Service Design professionals in the Netherlands exchange knowledge and experiences arising from their work in this emerging field.
Several initiatives to widen this network and mutually promote service design in The Netherlands have already emerged. The network has been officially launched during PICNIC'08 in Amsterdam.
Since June 2008, in monthly informal meetings, Service Design professionals in the Netherlands exchange knowledge and experiences arising from their work in this emerging field.
Several initiatives to widen this network and mutually promote service design in The Netherlands have already emerged. The network has been officially launched during PICNIC'08 in Amsterdam.
Service Design Workshop
Last friday Service Design Network Netherlands gave a hands-on service design workshop at PICNIC08.
We had a great time working on a real healthcare case-study with real end-users and service providers from the city.
Here are some pictures.
We had a great time working on a real healthcare case-study with real end-users and service providers from the city.
Here are some pictures.
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