This is Service Design Methods

Exciting week at @WorkPlayX – The new Companion to #TISDD “This Is #ServiceDesign Methods" (we coauthored) has arrived! You asked for a physical book, so we're happy you can now get yours at https://t.co/K95tTrtDmE Or find the full contents free … Continue reading This is Service Design Methods

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Design Council: The Design Economy 2018 The State of Design in 2018

This will interest Designers Business leaders Local and central government Academics, economists, statisticians and research professionals   About the report The Design Economy 2018 is the Design Council’s report on the state of design in the UK, and its value … Continue reading Design Council: The Design Economy 2018 The State of Design in 2018

Unlocking AI value requires much more than algorithms

Analytics presents an enormous opportunity: an estimated global value of $9.5 trillion to $15.4 trillion, according to McKinsey research. About 40 percent of this value can be realized using the most advanced artificial intelligence (AI) techniques—those that fall under the … Continue reading Unlocking AI value requires much more than algorithms

Customerdriveninnovation: how to create customers by acting like a designer

Classic definitions of business and design Nobel Prize laureate Herbert Simon defined what a designer does: ” To design is to devise courses of action aimed at changing existing situations into preferred ones.” In his 1969 seminal text on design … Continue reading Customerdriveninnovation: how to create customers by acting like a designer

KPMG Tomorrows experience today: harnessing a customer first approach

Our research finds that the leading firms in each country have made considerable progress in how they make sense of – and utilize – the technologies and approaches of the future in order to create unique experiences for their customer today. William Gibson once observed that the future is all around us, it just isn’t evenly distributed yet. And so it is. Indeed, the technologies, ideas, methods and approaches that – at some point in the future – will seem ‘disruptive’ are already present in our world today. The challenge is making sense of them in a way that delivers … Continue reading KPMG Tomorrows experience today: harnessing a customer first approach

Accenture’s 4R Personalization Framework: recognize, remember, recommend & relevant

Personalization is the act of dynamically curating experiences to each individual and context in a seamless manner across channels. This includes all interaction, such as marketing, shopping and services experiences. To help tackle this broad and critical topic, Accenture developed the 4R Personalization Framework. Similar to the way customers expect to be treated by their favorite offline business, online customers expect to be recognized by name when they arrive, and have their preferences remembered without having to be reminded. Customers expect the business to know them better than they know themselves by paying close attention to their unique preferences and making recommendations that are relevant within the context … Continue reading Accenture’s 4R Personalization Framework: recognize, remember, recommend & relevant

McKinsey’s notes from the AI frontier: Applications and value of deep learning

For this discussion paper, part of their ongoing research into evolving technologies and their effect on business, economies, and society, McKinsey mapped traditional analytics and newer “deep learning” techniques and the problems they can solve to more than 400 specific … Continue reading McKinsey’s notes from the AI frontier: Applications and value of deep learning