Sophie Meijer: #Servitization is the new normal (or even better one of the many new normals) #servicedesign

What does it take to shift from a focus on products to one on services?

My point of view: not only relevant for those who are designing, delivering and deploying products. Especially relevant and important for those working in the non-profit sector

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Usability Matters: #ServiceDesign Heuristics Field Guide (download possible)

Really excited to introduce a fun, easy to use field guide for analyzing service experiences!

This brilliant workbook is packed with exercises that provide structure for anyone who wants to apply design thinking to service experiences.

How are are you currently reviewing your services?

Do you truly understand the ways in which they are connected?

Our workbook will help you to cut through the confusion and take you step by step through what’s working and what you may want to re-frame about your business.

Read all: Service Design Heuristics Field Guide – Usability Matters

Facebook scales back on chatbots: What does it mean for brands?

According to recent reports, 70% of Facebook Messenger chatbots are failing to fulfil user requests. Consequently, the social network is set to scale back its AI efforts, instead focusing on a more simplistic system to ensure success.

Read all: Facebook scales back on chatbots: What does it mean for brands?

Tip: Don’t Ask People What They Want, Watch What They Do #servicedesign

Irene Au, a design partner at Khosla Ventures and former Head of Design at Google, shares her lessons learned as a behavior designer.

Source: Don’t Ask People What They Want, Watch What They Do

Oracle CX research: can virtual experiences replace reality

Oracle teamed up with Coleman Parkes Research to explore how brands are innovating in their marketing, sales, and service functions to deliver a better end-to-end customer experience. This report explores how the boom in digital and mobile technology has reshaped customer behaviour and their relationships with brands, and provides guidance on how they can keep up with fast-changing expectations.