An interesting cause and effect diagram. There is only one problem with it. You do not show how Service Design Up causes the resulting effects, whether image up, customer retentin up, service costs down or in fact any of the claimed…"
A thoughtful post and an interesting response from Matt.
It is coincidental that you write your reflective 'state of the nation' post at the same time that the UK Design Council released the results of a detailed study into the…"
Did you ever find any resources about integrating six sigma and design thinking? I know it has been a year plus, but hoping you have this figured out and are willing to share :)
"I am part of company called Core Buiness Design that delivers co-creation and innovation training and also deliverd a Sustainable Business by Design programme in the South West and know how hard it is to get good case studies. I believe this is due…"
"Just to add to Fabian's comment.
If you want a more detailed review of Servicescapes look at John Sherry's excellent book Servicescapes: The Concept of Place in Contemporary Markets. This will give you a lot of the background of the…"
I assume that when you talk about Alignment Models you mean something like those described in Kalbach & Kahn's article on Locating Value with Alignment Diagrams. Whilst the article is interesting, the Alignment…"
I agree with Arne entirely. It entirely depends upon the use the tools are being put too. If you only want to get an outside-in view of the customer experience then a customer journey view might be sufficient. If you want to look…"
The key to answering your question is to understand why people go to coffeeshops and what they want from their experience. James is absolutely right that many people now use coffee shops as a 'third place' other than work and at…"
I see you have been imbibing from the service design cup.
I don't accept that product differentiation has to be short-lived. It will be if you only differentiate once and then stop innovating. But that is hardly a strategy for…"
How do you get people to tell stories about object... artefacts... products they never even imagined could exist, let alone seen or touched?
In other words... How do you develop revolutionary products that create stories that have…"
An interesting post. It got me thinking?
Is a product always just a means to an end as you state? Isn't it sometimes worth owning, borrowing or sharing a product for its own sake? And is the end always some kind of functional…"