Category: learning
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What is a Service? What is service?
Previously, I have described a service like this: A service is the seeking and receipt of a specific outcome of a customer across a range of interactions and touchpoints over time. It’s a bit dry and analytical, but it has always worked when I’ve applied/used it in public service or community service settings. During the…
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Creative Innovation conference (Melbourne 2011) – Highlights & Ruminations
It’s probably saying something that the above title is the most creative label I can think of inspired from my recent attendance at the two-day Creative Innovation: ‘The Challenges and Opportunities of a Super-connected World’ conference in Melbourne last week. Let me be up-front and say my comparison point for conferences are the amazingly transcendent…
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What is a service? – an exercise
When talking about a service surprisingly few people can easily rattle off a definition. In my experience, people generally have some concept in mind but don’t think about it very consciously. No surprise because it is intangible, open yet time-bound, and a mix of things, feelings and goals. The definition I like (an amalgamation of…
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If you build it they won’t necessarily come, but if you describe it enough they may want to check it out
I’ve just completed a very successful week (5 separate sessions – 7 in total) of training people (designers, leads, account manager-level staff) on customer experience mapping and service blueprinting – as both technique and output. In order to do that though it required some schooling in services, service design, business analysis, change management, framework development.…
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To Inspire, Be Inspired – chicken or egg
Last Friday I presented to our 30+ designers and business analysts during two half-day workshops to bring them up to speed with our new integrated world (also restructured world (thank you recession)). Preparing for the session made me think about a few things I knew I wanted to cover, or at least be ready for…