It is the delivery system, stupid that impacts the new normal

Nowadays, your are reading more and more we read about explanations why technology is stirring up society and dusted organizations.

How sad, is it not?

by Vanilla and lace on Flickr.

It is your job that is at stake. As is your organization and any institution that must adapt.

Are you middle-class? It will be hard to thrive in this ago of disruption.

Do you belong to the happy few? Chances are that your wealth in spite of all of the crises has increased substantially in the last few years.

We all witness that technology enabled us to move away from traditional concepts to the re-invention of goods, services and experiences

It is not that old technology stuff hat has lost its relevance; it’s the underlying delivery system. Due to to the rise of technology and social in one’s personal and professional lives.

The rise of new delivery concepts

As a service designer, contemplating about  the intersection of business and technology, I realize how essential it is to understand and adapt to enabling technology. But for me, it is not about technology. It is about grasping how we are moving to a service based economy and its consequences. Not only for the business context, but also for the political and societal consequences.

One-way street

From a theoretical point of view, the use of technology might deliver more profitable corporate  environments, better aligned with the functional and emotional needs of your employees and the rationale for the company. Applying relevant targeted concepts and being able to transfer these concepts to the working environment and professional lives.

However, things have changed.

Your customer, your client, your employees do no longer accept – in spite of all the state of art technology – a one way street of coordination and communication. In almost every business context service elements dominate now the way of creating value. Value is created in an excellent symbiose between the client and the organization (and often, there fits technology).  People, citizens everywhere are demanding that they have a say in the way their experiences are created.

A new challenge: the ecosystem

Was everything just that simple. To be truly successful one has to reframe the landscape in which you operate. Reframing is more than an insight: it is about shifting your fundamental thoughts about how the world works. Getting equipped with a sound reframe, companies and institutions can discover new value creation opportunities in many markets.  Delivery is not limited to a the traditional core business. Profits can be made in other often

by Halley Alexa

loosely coupled markets.

Sounds good, is it not?

But what is possible for you, is also possible for all participants in all other ecosystems.

New economics

Economics will always be governed by the rules of supply and demand. But in the new normal needs and service based solutions will pave the way to a profitable future.

Any way, it is up to you.  You do need some beliefs to chart a path to a better future . And in the new normal, for me acting like a strategic service designer, and not merely being a technology fan, will be your ultimate weapon.



Enhanced by Zemanta
About these ads

Nissan’s Forthcoming Smart Rearview Mirror


Don’t you hate it when the view through your rearview mirror is obscured by the rear seat headrests, or that hitchhiking drifter that you picked up? Back when I still owned a car, I pulled the rear headrests out of my ’01 Golf just so I could get a clear view. Then there’s this ridiculous design trend we have now for absurdly chunky C-pillars, which completely obscure your view of whatever’s behind your car’s rear quarters.

Nissan is addressing this with their forthcoming Smart Rearview Mirror, which they’re unveiling at the Geneva Motor Show:

It’s so simple, and so elegant, that we can’t imagine a future where the automakers that aren’t already developing their own versions can resist piling on. And I like the way the interface mimics the traditional dimming effect, where you just flick the little angle-changer behind the mirror.


Now that they’ve got this together, the question is—why not have it be persistent?


from Core77

Digital means: it must be fast

Investing in algorithms is paramount in web design tools. That was one of my conclusions in my post Yabba-Dabba Do or here comes WebYdo.

Welcome to the real world

In the Netherlands I’m subscribed to a monthly called Telecommerce. Such a name creates impressions of the late 90’s. That’s why the publishing company decided to restyle all associated touchpoints. The rebranding of the offline version took some effort but is there; rebranding of the online version not yet because as the chief editor stated “ICT”.


Recently I read about a public institution that is aiming to relaunch its website september 2015. Yes, indeed 18 months after today.

Bye bye old world

Not being able to deliver with a certain speed, a lack of ICT-skills  and not being able to innovate, is indeed something of the late ’90’s.
But your world has transformed.
Underlying the transformation in the business and professional world (and admit it, in your private life too) are two major forces:

Speed of change

The rate of change has exploded, creating a demand for technology driven concepts. Your customers live in  real-time world. They demand real-time solutions,  integrated as much as possible online, offline and with all relevant social networks.

Control of scarce time

Customers choose where and when to interact with brands. If possible on their mobile devices. Lacking time, they prefer touch points that are state of the art and create an impression of the near future. Companies must anticipate to meet those changing customers need.
My two real-world examples deny that the business world has changed.   One might wonder  how business addresses topics like digital business transformation , mobile or omni-channel-service in such a paradigm.

Hello new world

To give a right answer to the above-mentioned forces, I’m an advocate of agile development and continuous improvement.

  • Apply the principles of agile development across all business functions.
  • Adapt and accelerate processes to keep up with and take advantage of rapid technological change.
  • Embrace the power of networks, platforms and partnerships.
  • Adopt next-generation technology to reach your business, professional and personal goals.
As a fact of life: enterprises and organizations need to reshape themselves to become faster and, often, that goes for digital touch points, its content and services too. Some claim that to achieve success this requires a fair amount of planning, meetings and reporting.

Rachel Palmer

However, for me design thinking and service design are superior to such an approach.

The focus on human needs (emotional and functional) requires that discovery, defining and design are the fundamental steps before developing and deploying the touch points. Steps taken as fast as possible.

The growth of design thinking is a fine example for how tech-development-only approaches can become nimble.

In our old world, it was always about big projects, huge project failure rates and pushing the outdated technology concepts into the market over the course of time (too late, too little functionality).

In the new world, there are touch points that are constantly changing. Our world has become about nonstop adoption with multiplying possibilities. You can not connect to an emerging social network once in a year. If you do, you run the risk of becoming irrelevant.

What’s crucial is an entrepreneur’s mindset.

Their agile and lean mindset is necessary when it comes to be successful in today’s world. For your successful future, use the tools and services that bridge the divide between traditional approaches and the new digital reality.

Enhanced by Zemanta

Design Thinking: A Useful Myth | Design Thinkin…

A powerful myth has arisen upon the land, a myth that permeates business, academia, and government. It is pervasive and persuasive. But although it is relatively harmless, it is false. The myth?

See on

-40 by ~eZhika on deviantART

-40 by ~eZhika on deviantART



Finding the Sweet Spot: User Experience Design, Service Design, etc.

Polienne | a personal style diary: MANGO SALE AT VENTE EXLUSIVE

Polienne | a personal style diary: MANGO SALE AT VENTE EXLUSIVE

Differences and definitions of User Experience Design, Service Design, Information Architecture, and Enterprise Architecture.

User Experience Design – Designs the interface of the experience.

See on


» The Service Design & Tourism Conference changed the way I think. Here’s how…

Nice report, thanks! MT @atlargeinc: The #SDT2013 conference changed the way @MattTyas thinks… #servicedesign

See on

Dakota and Elle Fanning photographed by Mario Sorrenti; styled by Lori Goldstein; W Magazine December 2011.   (via suicideblonde)

Dakota and Elle Fanning photographed by Mario Sorrenti; styled by Lori Goldstein; W Magazine December 2011. (via suicideblonde)