Wim Rampen’s It’s time to start humanising #digital

 With the rise of Digital enterprises we are made to believe that digitization is the only way to success.

Digital Transformation is on the agenda of nearly every company by now.

Budgets are soaring, as are the promised benefits.

If companies are struggling to meet quarterly results you will likely see industry analyst and pundits screaming for more and faster digital transformation.At the same time we see claims it’s not so much about transformation as it is about maturing. And we see 100% digital companies in e-commerce open up real-life stores and branches in an unprecedented pace.

Digital and physical seem to do well together.

Better even than each separately.Emerging technologies are the talk of the town, fueling the digital transformation hunger. People gather around the water-cooler to discuss what could be and might be, often forgetting that many of these technologies require more than 5 to 10 years to mature. And forgetting that New Technology + Old Organization results in nothing more than a very expensive old organization.

Obsess over your Customer’s job

Of course new technology requires experimentation to see what it can do for you or your Customers. I believe though it is even more important to experiment with a clear view of the problems you are trying to solve. And to do that you need a clear view on the problems your customers encounter when trying to get their jobs done and meet the desired outcomes from it.

Read all: IT’S TIME TO START HUMANISING DIGITAL | Wim Rampen | Pulse | LinkedIn

I’m sorry too: The post-it break up #servicedesign #ux #research

I know, I know. UX researchers are supposed to be in love with their post-it notes and affinity diagrams. Forgive me, but when it comes to note-taking and distilling findings from user research and usability testing, I think we might have gone a bit overboard.

Affinity diagramming is one of the most popular methods for organizing ideas and qualitative data, but if misused, it can easily become a fatiguing exercise, which looses its merit.

In this session you will learn some of the pitfalls to avoid when using affinity diagramming for user research and explore some alternative methods that have proven to be successful for collaborative analysis.

My point of view: I agree. For collaborative analyses one should neglect the wisdom of crowds and other emerging tech developments

Nice: troubleshooting your design process

This talk presents five specific, actionable tactics to shore up design processes ravaged by the vagaries of your organization.

You will gain the tools necessary for managing problematic stakeholders; analyzing your organization’s design tolerance; and defining problems in ways that design can successfully addres

My point of view: sometimes one has to be realistic ( a designer needs an income too). This deck delivers some insights how to be realistic and successful as a designer in organizations.

Arne van Oosterom 2010 classic! Mapping out customer experience excellence: 10 steps to customer journey mapping

Customer journey mapping could hold the key to analysing and improving the customer experience. Only recently, a report from the Cabinet Office recommended CJM for authorities to provide a more efficient and cost-effective service. Arne van Oosterom outlines how it can help organisations – and lists the 10 key ingredients to a customer journey map.

A product or service is merely a means to an end. The real deeper value lies in the story attached

Read all: Mapping out customer experience excellence: 10 steps to customer journey mapping | MyCustomer