A group of 7 people who attended the Service Design Network Global Conference 2014 in Stockholm on October 6,7,8 2014, have shared their experiences, take-aways and ideas in a Whatsapp group, during and after the conference.
This deck shares their findings with a wider audience, hoping to initiate a healthy debate in the service design community, on where we ant to go with our conferences. We hope to see you all next year, to share an even better experience together!
In service innovation projects complexities abound, both within the boundaries of the organization and outside of them: value chains have become value networks, target customers have contextual and situational preferences in their complex experience journeys, and interactions with the organization involve many channels and touch points. Customer centricity is a prerequisite but it requires various cross sections through the organization to cooperate smoothly.
In his keynote, Erik will discuss the glue that holds these complex processes together. On the basis of case studies from his service design consulting practice, and insights from his teaching at the Delft University of Technology, Erik will dive deeper into how to align various enterprise functions around a shared and actionable vision and towards a coherent and tangible end-result. He will show through analysis of these various cases that a shared, actionable, and congruent enterprise vision is of vital importance for innovation success, and can be steered and managed effectively.
a presentation Erik Roscam Abbing did for 'the web and beyond' on how service design should combine design and business thinking, insights and metrics, money and magic.
how product focused companies can use service design to create competitive advantage and differentiation. 4 strategies to build product service eco-systems.
What do you get when you join the best of enterprise architecture and service design into one framework? Cohesive enterprise design, a holistic business design framework by Zilver innovation and Cohesion360.
a presentation that summarises the ideas behind brand driven innovation and provides a concrete 4 step plan for action, including many examples. Brand Driven Innovation is an approach to turn a deeply shared vision into meaningful new products and services. The presentation was created and held for a group of French insurance professionals.
In service innovation projects complexities abound, both within the boundaries of the organization and outside of them: value chains have become value networks, target customers have contextual and situational preferences in their complex experience journeys, and interactions with the organization involve many channels and touch points. Customer centricity is a prerequisite but it requires various cross sections through the organization to cooperate smoothly.
In his keynote, Erik will discuss the glue that holds these complex processes together. On the basis of case studies from his service design consulting practice, and insights from his teaching at the Delft University of Technology, Erik will dive deeper into how to align various enterprise functions around a shared and actionable vision and towards a coherent and tangible end-result. He will show through analysis of these various cases that a shared, actionable, and congruent enterprise vision is of vital importance for innovation success, and can be steered and managed effectively.
a presentation Erik Roscam Abbing did for 'the web and beyond' on how service design should combine design and business thinking, insights and metrics, money and magic.
how product focused companies can use service design to create competitive advantage and differentiation. 4 strategies to build product service eco-systems.
What do you get when you join the best of enterprise architecture and service design into one framework? Cohesive enterprise design, a holistic business design framework by Zilver innovation and Cohesion360.
a presentation that summarises the ideas behind brand driven innovation and provides a concrete 4 step plan for action, including many examples. Brand Driven Innovation is an approach to turn a deeply shared vision into meaningful new products and services. The presentation was created and held for a group of French insurance professionals.
Being a Digital Do-Gooder (IxDA Berlin Event #53)Clive K. Lavery
As digital designers we are constantly being told that we have the power to change the world.
But other than repeating this over and over again in our comfortable bubble of tech meetups, conferences or self centred documentaries how many of us actually use our perceived super powers for something more than making rich companies richer, selling more shoes online or creating something like "Uber for coat hangers"?
In my talk at the IxDA Berlin Event in September 2016 I will look at examples of applied digital do-goodism and discuss some strategies for how we can use our UX and design skills for social good.
Slides may contain traces of half baked philosophy, social romanticism, self guilt and hopefully inspiration.
"From Design Thinking to Design Doing" Suzanne Pellican's presentation from the O'Reilly Design conference on January 21, 2016 at Fort Mason in San Francisco, CA.
PARK's director Tim Selders talks about the role of design in business innovation.
Topics that he addresses are:
- the maturing of design in different industries
- the financial value design prooves to deliver
- the integration of design into other business functions,
- ending with the role of design in business innovation.
The question of how Service Design is different from other disciplines is the wrong way to look at the discipline. In this talk I highlight the core flexibilities required to practice Service Design and how service design extends the work of other practices like UX, CX, IxD, Content Strategy, and more.
VDIS10022 Advanced Graphic Design Studio - Lecture 3 - Selling IdeasVirtu Institute
This lecture discusses ways in which you, the graphic designer can sell your ideas and concepts to clients through successful pitching and mood boards. Communicating a concept clearly and efficiently to a client can save hours of design time and lengthy changes.
As a designer you need to make your client
Believe in the idea and love the concept.
How I Learned to Stop Worrying and Give Service Design AwayJamin Hegeman
It's one thing to learn service design tools and try them here and there on your projects. It's another to make the tools and the mindset business as usual within your organization. This presentation was given at the SX Conference in San Francisco and the Service Design Global Conference in Madrid. It maps the journey of democratizing service design at scale within Capital One's Financial Services division, highlights the lessons, and provides advice for scaling service design within your organization.
From Strategy to User Experience: Meeting Design is EverythingSocial Tables
Meeting design means different things to different people. Through interactive exercises, open discussion, and fast-paced mini-lectures, this experiential session will push participants to use strategic concepts and design best practices to produce better face-to-face experiences.
12 Qualities of Effective Design OrganizationsPeter Merholz
It's not enough for a team to have great designers. Great design requires a well-run team, taking care of it's organizational, managerial, and operational needs. In this presentation, I outline 12 qualities of effective design organizations, and provide tools for assessing how well your organization is performing.
Identifying & Increasing your "Experience Quotient" (Patanjali Chary at Enter...Rosenfeld Media
Patanjali Chary: "Identifying & Increasing your 'Experience Quotient'"
Enterprise UX 2018 • June 14-15, 2018 • San Francisco, CA, USA
http://enterpriseux.net
Shaping your Employee Experience through Design ThinkingSara Coene
We define employee experience as seeing the world through the eyes of our employees and staying connected to their wants and needs, so they are committed to the larger business goals and results.
As the war for talent heats up, many companies have appointed a Head of Employee Experience and are developing a strategy to create an employee experience which takes into account the physical environment employees work in, the tools and technologies that enable their productivity, and learning to achieve their best at work.
HR leaders are leading this effort by reaching outside of the HR function to partner with Marketing and Internal Communications in order to create one seamless employee and customer experience. Making the workplace an experience allows companies to embed their culture and values in the workplace and use this to recruit and retain top talent.
In this slideshare you learn about employee experience, why it is so important to put your people first and what the (new) role of HR is.
Sara Coene is Organisational Change Coach, Employee Experience Designer and Design Thinking Facilitator supporting organizations and leaders in their change, with strong focus on team dynamics and development, using co-creation, visual design tools and insights from behavioral science. She is currently working as strategy designer & managing partner at Bedenk, a Belgium based business creativity agency making organizations futureproof.
Building products that don't suck by Satish Kanwar of ShopfiyTechTO
Salish Kanwar of Jet Cooper and Shopify shares how to build great products by using an awesome product development process. Presented at Tech Toronto Meetup November 2016.
Check this presentation out on YouTube: https://youtu.be/3mDWJcsk-FE
Want to see presentations like this live? Join our group at techtoronto.org.
I've been hiring designers for 15 years, and I'm surprised to see that shoemakers children are the worst shod with regards to UX job applications... So, this session will be a refresher of do's and "don'ts for landing a new job.
Jake Truemper and Morgan Noel from XperienceLab discuss Human-Centered Design. What is it? How is it applied? and what are some tools and methods that the audience can take away and apply in their own businesses?
14 Tips to Entrepreneurs to start the Right StuffPatrick Stähler
14 tips for Entrepreneurs how they can develop from an idea the Right Thing. The Right is being loved by your customers, gives meaning to you and employees and is profitable. Finding and later doing the Right Thing is an agile and iterative learning journey. With these 14 tips you can profit from the experience of successful entrepreneurs since you do not have to experience and fail by yourself. Hopefully, the slide deck helps other entrepreneurs.
REGIONS and THIRD PLACES - Valuing and Evaluating Creativity for Sustainable ...Christiaan Weiler
In this presentation I will try to put culture and creativity in a specific context, including theoretical references, but concentrating on a practical approach. With outcomes of an action-research project three connected hypothesis are proposed. To complement the otherwise rather limited quantitative data for this relatively new subject, a collaborative methodology is proposed, that will help contextualize the work and directly engage stakeholders in the process.
To stay close to the title of the conference, I will focus on the elements concerning culture and creativity. Giving a purpose to culture and creativity can allow us to concentrate on what it does rather than what it is. The presented research project (still in search of funding...) positions culture in a strategic role for collaborative processes, and proposes the creative stance, as an alternative to the critical stance, for innovative governance and planning development.
Being a Digital Do-Gooder (IxDA Berlin Event #53)Clive K. Lavery
As digital designers we are constantly being told that we have the power to change the world.
But other than repeating this over and over again in our comfortable bubble of tech meetups, conferences or self centred documentaries how many of us actually use our perceived super powers for something more than making rich companies richer, selling more shoes online or creating something like "Uber for coat hangers"?
In my talk at the IxDA Berlin Event in September 2016 I will look at examples of applied digital do-goodism and discuss some strategies for how we can use our UX and design skills for social good.
Slides may contain traces of half baked philosophy, social romanticism, self guilt and hopefully inspiration.
"From Design Thinking to Design Doing" Suzanne Pellican's presentation from the O'Reilly Design conference on January 21, 2016 at Fort Mason in San Francisco, CA.
PARK's director Tim Selders talks about the role of design in business innovation.
Topics that he addresses are:
- the maturing of design in different industries
- the financial value design prooves to deliver
- the integration of design into other business functions,
- ending with the role of design in business innovation.
The question of how Service Design is different from other disciplines is the wrong way to look at the discipline. In this talk I highlight the core flexibilities required to practice Service Design and how service design extends the work of other practices like UX, CX, IxD, Content Strategy, and more.
VDIS10022 Advanced Graphic Design Studio - Lecture 3 - Selling IdeasVirtu Institute
This lecture discusses ways in which you, the graphic designer can sell your ideas and concepts to clients through successful pitching and mood boards. Communicating a concept clearly and efficiently to a client can save hours of design time and lengthy changes.
As a designer you need to make your client
Believe in the idea and love the concept.
How I Learned to Stop Worrying and Give Service Design AwayJamin Hegeman
It's one thing to learn service design tools and try them here and there on your projects. It's another to make the tools and the mindset business as usual within your organization. This presentation was given at the SX Conference in San Francisco and the Service Design Global Conference in Madrid. It maps the journey of democratizing service design at scale within Capital One's Financial Services division, highlights the lessons, and provides advice for scaling service design within your organization.
From Strategy to User Experience: Meeting Design is EverythingSocial Tables
Meeting design means different things to different people. Through interactive exercises, open discussion, and fast-paced mini-lectures, this experiential session will push participants to use strategic concepts and design best practices to produce better face-to-face experiences.
12 Qualities of Effective Design OrganizationsPeter Merholz
It's not enough for a team to have great designers. Great design requires a well-run team, taking care of it's organizational, managerial, and operational needs. In this presentation, I outline 12 qualities of effective design organizations, and provide tools for assessing how well your organization is performing.
Identifying & Increasing your "Experience Quotient" (Patanjali Chary at Enter...Rosenfeld Media
Patanjali Chary: "Identifying & Increasing your 'Experience Quotient'"
Enterprise UX 2018 • June 14-15, 2018 • San Francisco, CA, USA
http://enterpriseux.net
Shaping your Employee Experience through Design ThinkingSara Coene
We define employee experience as seeing the world through the eyes of our employees and staying connected to their wants and needs, so they are committed to the larger business goals and results.
As the war for talent heats up, many companies have appointed a Head of Employee Experience and are developing a strategy to create an employee experience which takes into account the physical environment employees work in, the tools and technologies that enable their productivity, and learning to achieve their best at work.
HR leaders are leading this effort by reaching outside of the HR function to partner with Marketing and Internal Communications in order to create one seamless employee and customer experience. Making the workplace an experience allows companies to embed their culture and values in the workplace and use this to recruit and retain top talent.
In this slideshare you learn about employee experience, why it is so important to put your people first and what the (new) role of HR is.
Sara Coene is Organisational Change Coach, Employee Experience Designer and Design Thinking Facilitator supporting organizations and leaders in their change, with strong focus on team dynamics and development, using co-creation, visual design tools and insights from behavioral science. She is currently working as strategy designer & managing partner at Bedenk, a Belgium based business creativity agency making organizations futureproof.
Building products that don't suck by Satish Kanwar of ShopfiyTechTO
Salish Kanwar of Jet Cooper and Shopify shares how to build great products by using an awesome product development process. Presented at Tech Toronto Meetup November 2016.
Check this presentation out on YouTube: https://youtu.be/3mDWJcsk-FE
Want to see presentations like this live? Join our group at techtoronto.org.
I've been hiring designers for 15 years, and I'm surprised to see that shoemakers children are the worst shod with regards to UX job applications... So, this session will be a refresher of do's and "don'ts for landing a new job.
Jake Truemper and Morgan Noel from XperienceLab discuss Human-Centered Design. What is it? How is it applied? and what are some tools and methods that the audience can take away and apply in their own businesses?
14 Tips to Entrepreneurs to start the Right StuffPatrick Stähler
14 tips for Entrepreneurs how they can develop from an idea the Right Thing. The Right is being loved by your customers, gives meaning to you and employees and is profitable. Finding and later doing the Right Thing is an agile and iterative learning journey. With these 14 tips you can profit from the experience of successful entrepreneurs since you do not have to experience and fail by yourself. Hopefully, the slide deck helps other entrepreneurs.
REGIONS and THIRD PLACES - Valuing and Evaluating Creativity for Sustainable ...Christiaan Weiler
In this presentation I will try to put culture and creativity in a specific context, including theoretical references, but concentrating on a practical approach. With outcomes of an action-research project three connected hypothesis are proposed. To complement the otherwise rather limited quantitative data for this relatively new subject, a collaborative methodology is proposed, that will help contextualize the work and directly engage stakeholders in the process.
To stay close to the title of the conference, I will focus on the elements concerning culture and creativity. Giving a purpose to culture and creativity can allow us to concentrate on what it does rather than what it is. The presented research project (still in search of funding...) positions culture in a strategic role for collaborative processes, and proposes the creative stance, as an alternative to the critical stance, for innovative governance and planning development.
How do you increase your opportunities for meaningful customer centric innovation? In this deck the Zilver team explain how they broaden the product scope and explore deeper outcomes to create blue oceans of opportunity. The Experience Design Matrix is introduced and explained with cases and exercises.
It was a project to make college network which is developed on Cisco Packet tracer. In that we have to configure server then that ip is to distributed among no of Pcs , Printer , wireless phone With different categories of IP.
The background for this presentation was a client engagement for a new network for an established University. The things to consider, while dated, mostly still apply to network design.
This is an introductory presentation regarding the issues in designing a campus network infrastructure. Unlike theoretical approaches, this presentation actually was used to describe some of the real configurations performed by Server Administrators and Network Managers. This is for an introductory audience with very little background in computer networks assumed.
How to Become a Thought Leader in Your NicheLeslie Samuel
Are bloggers thought leaders? Here are some tips on how you can become one. Provide great value, put awesome content out there on a regular basis, and help others.
The report provides an overview about the program, speakers, some highlights and results from the workshops conducted at the first Design at Business Conference on Nov 1 & 2, 2016in Berlin.
Participants are for life, not just your survey!Juliet Pascall
Participants are for life not just your survey! Thank you R-Net for the opportunity to talk to some of the bright young minds in the market research about being more human in every day research. We all know that better engagement leads to better insight so our goal with this presentation was to get the ball rolling and to challenge some of the traditional market research beliefs and practices. We would love to know what you think or if you have any ideas of your own to share?
The new eLearning program for the Marcoms industry. Advertising agencies, Marketing Depts and Media companies. Written by leading UK practitioners, The Burns Unit tlc and an award winning eLearning business. Visit www.randhp.com
A general intro to L*unchBox Workshop, Mines Saint-Etienne's own brand of international design thinking, and design-led innovation workshops, since 2008.
https://www.mines-stetienne.fr/en/
with
http://www.brunel.ac.uk/design#
http://www.design.polimi.it/en/
http://cadc.auburn.edu/design
Outside In - Innovation and Insights Consultancy CredentialsMat Shore
At outside InTM we believe passionately that you can teach the core language and skills of disciplined insight and value proposition creation to commercial teams and R&D folks alike. Glowing testimonials from a roster of global clients suggest that we are able to build competency in even the most complex markets and organisations.
Unlike other training consultancies we don’t teach anything else but value proposition creation,so we are the experts. Watch our video to find out exactly what we cover.
https://www.youtube.com/watch?v=WVcBcwnO1cQ
Innovation is Everyone´s Responsibility and Why Innovation MattersStefan Lindegaard
Innovation is Everyone´s Responsibility and Why Innovation Matters
Here you get my slides from a recent presentation in Turkey where I was asked to provide perspectives on innovation through two important questions / lenses:
Why innovation matters? My key message is that innovation matters if your company wants to stay relevant – and survive. It is that simple. Just consider this piece of information:
At the current churn rate, 75% of the S&P 500 firms in 2011 will be replaced by new firms entering the S&P500 in 2027. There is so much change and it is happening so fast. Innovation can mean many things, but it is a general understanding that it helps you fight irrelevance and helps you drive change rather than becoming a victim of it.
Innovation is everyone´s responsibility. I work with innovation on three levels; incremental, radical and “in between”. The latter is often the most relevant because it can really change things and have a strong impact while companies have a good chance of succeeding with this with the right setup, processes and people. Radical or disruptive innovation is highly desirable, but it is also very difficult to achieve. It requires a lot of luck as well as the right framework and conditions for this luck to happen. Very few organizations succeeds here.
While everyone in an organization should contribute to incremental innovation, I don´t think everyone should work with radical or “in between” innovation – at the same time that is. Most people just have to focus on the getting their daily jobs done. However, every employee should be given an opportunity to contribute to radical and “in between” innovation through corporate programs that could be based on the concept of intrapreneurship, incubators, accelerators or something similar.
When it comes to getting people to understand that everyone actually can contribute to all three levels of innovation, I like to use the Ten Types of Innovation framework by Doblin as it is a simple and visual concept that can open the eyes of the “unusual suspects” when it comes to innovation contribution.
Well, check my slides and let me know what you think. I am of course open for discussing a session or talk near you :-)
Adding Snap, Crackle & Pop to Chapter EventsBillhighway
One of the big mysteries these days is why chapter members aren't attending events. While it's easy to blame it on members being busy, this is usually not the reason members don’t attend events. If your chapters are having difficulty with event attendance, it might be time to put some extra effort into the event planning and programming. Join us on this webinar, where we explore what your chapters can do to boost their event attendance.
In this webinar, we cover how to…
• Tap into the desire members have (across generations) to attend live events.
• Curate the right programming for your chapters' audience that meets their need for continual learning.
• Create an event experience that leaves attendees amazed and ready to attend your next event.
the slides for the masterclass Design Thinking/ Service Design that DesignThinkers and Zilver organise. See also http://www.mastersofdesignthinking.com/
forget marketing, try service design instead! Building brands is not about creating promises, it's all about delivering on that promise. That means developing services that match your resources, capabilities, and ambitions with the needs and desires of your customer. Brand Driven Service Innovation.
the backbone of the various presentations held at the launch of the book 'Brand Driven Innovation' by Erik Roscam Abbing. Videos will soon be posted on youtube.
a presentation about touch point orchestration, and how to design customer experiences using the customer journey and multi-disciplinary design management
On april 6th 2010 Erik was part of a Design Management Network event at Priva Campus in de Lier. The theme of the evening was sustainability, featuring lectures by Meiny Prins, Priva's CEO, Judith van Zanten, Priva's design manager, Frans Kooijman, architect of Priva Campus, and Erik. Judith did a great job of sharing her approach to Brand Driven Innovation with us. And Erik talked about how sustainability starts form the inside, and how people come before planet and profit. Human Centred Branding helps organizations build a sustainable vision shared by its employees and customers alike. check out the presentation here.
Building brands that are fruitful platforms for innovation and design requires a human centred approach. Only human centred brands will be used by innovators and valued by users. Here's Zilver's take on human Centred Branding, plus a quick overview on how we build human centred brands.
our presntation for our HU workshop on involving users in brand creation and the relevance of brands in user centered innovation and design. In dutch, we're sorry.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
2. 1. Introduction
This is a report on the Service Design Network global conference,
held in Stockholm from October 6-8 2014. The authors of this report
have attended the conference in a group of 7 people with a varied
background, ranging from corporate organizations to academia to
design agencies and students.
During and after the conference we shared our findings and
experiences in a Whatsapp group, in order to extend our learning and
deepen our experience.
This report is a summary of the discussions we’ve had with the group.
It is not meant as criticism because we have enjoyed the conference
enormously. The venue, the crowd, the food, the parties, and the
organization were all perfect. It is more meant as constructive
support in making the next edition even better. If you would like to
discuss our findings in person, we are gladly available to support you!
!
Cheers!
Wim, Edwin, Maarten, Ralf, Anastasia, Alexandra, Erik
3. 2. General findings “we missed some
In general we experienced the conference as a great gathering
of fantastic people from all over the world, in an open setting
and with a great sense of community.
But we’ve found the presentations insufficiently engaging. We
felt they were too general, too much addressing a laymen’s
audience, and sometimes not clearly presenting a point.
Next to that we found that the workshops we attended didn’t
meet our expectations.
!
We’ve been having quite some debate on why that was exactly,
and whether this can actually be solved in the setting of a 500
person conference where levels of expertise, interests,
backgrounds and expectations differ so greatly.
!
Our conclusion is that we think it should be possible to design a
better conference experience for everyone, and on the next
pages we would like to share some ideas with you.
depth or at least
openness in the cases
presented “I personally felt a lack of
detailing examples and
cases, an exchange of
professional knowledge
“The conference
talks stayed at a
theoretical and
abstract level
“We expect to hear more tricks,
unexpected solutions, tools
that were redesigned/
especially helpful used in
particular contexts.
There's probably not a lot of NEW
things one could share for a
specialized audience.
should be about raising questions
and discussion
4. 3. Ideas on content “Presenting failures is good, I
✦ Introduce an expert track, with only highly specialized topics.
No generic stories on service design but only high level
complex topics.
✦ Forbid general case studies without a purpose. Each case has
to clearly illustrate a controversial point or else it is forbidden ;)
✦ Also forbid success stories, each presentation has to contain at
least 3 failures, mistakes, or unresolved challenges.
✦ Introduce expert discussion groups next to the workshops
where you can go to discuss a specialized topic with peers,
instead of participating in a workshop. Many of us are in
workshops all the time, they don’t challenge us enough.
✦ Introduce a track "impact on Service Design from other
(emerging) disciplines" as well.. Topics to suggest are big data,
behavioral economics, neuro-sience, robotica, Internet of
things etc.
would also add success stories
with clear points of how they
framed the challenge and what
helped them achieve it.
“maybe not everyone can
get in this expert track,
some kind of motivation
or experience is required
“It's always good to have another perspective
and broader vision on our field and to not let
it become our religion, but we find the 2 days
program already too reduced in terms of
insights and learning
“I would always include a few
'left-field' speakers such as
biologists, TV directors,
whatever CEOs and especially
Buddhist Monks
5. 3. Ideas on delivery
“I have to link these nicely
formulated inspiring words
with real cases or just small
examples to make it start
living and growing in my
head
“This speaker corner
could also likely engage
me better with the
conference prior to it
“We as visitors truly expect to
get some tricks, examples and
learnings we could directly
apply. And learn from mistakes
and failures
“SDN should require speakers to
be fully honest and tell their story
with all the failures and pitfalls
and how they resolved these.
✦ Have some kind of speaker coaching, especially around
making sure you present a well defined and clear point in your
talk.
✦ Avoid too many ‘American-style’ presentations in the line-up.
The very flamboyant and ‘practiced way of presenting doesn’t
always resonate with Europeans.
✦ As a speaker, Wim Rampen found it makes sense to open an
online "speakers corner" to exchange conference details, talk
topics, material etc etc..
✦ Every speaker should bring failures and solutions, the applied
method in their way of work to be shared in a useful form,
insight in the ecosystem (project, budget, stakeholders,
methods, tools, suppliers etc) they built in order to make it
work and what they would do differently in a next project.
6. 4. What we loved
“Olly King was very
inspiring, as always”
“Kigge showed the
power of simplicity,
integration of services
and business models. And
some solid common
sense.
“Brainport Eindhoven could be
seen as such a system Kigge
referred to. Aims to foster
economic growth and
employment in the Eindhoven
area. Includes a wide variety of
services and an ecosystem that
spurs innovation
“Denis Weil’s
"stop trying to prove the
value of design to your
stakeholders, just shut up
and deliver valuable
outcomes”.
✦ Oliver King held a very useful and clear presentation, openly
sharing a very valuable Engine tool with the audience.
✦ Kigge May Hvid made a good case that we do not need more
services and products. We need connecting of products &
services into large scale systems that provide solutions for
bigger problems. We do not need a newer wheelchair.. We
need to take care of the elderly.
✦ Fred Leichter from fidelity showed some great examples of
conversation prototyping. The family conversations at the
kitchen table were impactful.
✦ Denis Weil did a good job showing us the challenges that lie
ahead for designers in the future.
7. 5. Our key take aways - 1
✦ Erik: Integrated system design (the kind Kigge referred to) gets
really complex. Too much so for service designers alone to be
relevant. At the TU Delft we do quite a bit of research into
networked, multi stakeholder innovation where dynamic
complexity and uncertainty are very high. Most integrated
product service systems have these qualities. It's an emerging
hybrid domain with a lot of work to do for smart service
designers, on the condition that we learn to work closely with
other knowledge domains.
✦ Maarten: I think there's nothing wrong with the need for
recipes. It works extremely well for companies such as
Southwest in delivering outstanding services by all employees
(see 'Great by Choice' by Collins). Problem is that such recipes
are hard to generalize. They work for focused businesses.
✦ I would be interested to see a bit more about behavioral
psychology, sense making/laddering in regards to customers
and stakeholders in the next conference.
8. 5. Our key take aways - 2
✦ Edwin: We are moving from design as a skill set to design as a
mindset and movement within an organization. Added value
will come naturally without having to ask, safeguard or have
permission from the board. Stop complaining that we have the
wrong position or aren't heard yet; do it, show it, proof it with
value and meaning for the customer. Start small, make steps
with little proof, acquire budget for a pilot, build knowledge
and more proof, build a community internally, develop tools,
let others do projects as well etc etc. This is the internal
movement. When mature enough ( years later, but maybe
small initiaties already earlier), connect to the outside, where
you tend to step into social design and over arching issues and
values. I would be interested to see more examples and
experiences that support these steps in either small or big
companies or environments. And that form a new ecosystem
within these environments.
9. 5. Our key take aways - 3
✦ Wim: I tend to disagree when people advocate their discipline
needs to be more up in the value chain. For several reasons:
1.What side of the value chain is up? I think it's the
opposite of the customers end, in most minds. Not sure
that is the best end.
2.There isn't enough room at the boardroom table to host
all disciplines.
3.If what we need is outcomes we should not put (part of )
the solution to getting there at center stage.
✦ Erik: Designers often say they want to move up the value
chain. But what they may mean is that they want to be on the
side of the initiative, the responsibility, the decision taking.
And at the same time at the side of the customer. We think
that’s what makes design entrepreneurship (or
intrapreneurship) interesting: to sit not at the boardroom
table, but at the customer’s coffee table. But with the vision
and the initiative to make things happen.
10. 5. Our key take aways - 4
✦ Ralf:
1.SD is not an isolated phenomenon any more, but rather an
ecosystem where a) where services, established and new are
integrated with each other and b) front-end and back-end
systems need to be synchronized in order to generate superior
service experiences.
2.service Design tends to be a highly customized challenge in
terms of coming up with appropriate solutions. However the
current state of the profession shows that the evolution of SD
models, methods and tools provide solid strategies addressing
the challenges ahead
11. 5. Our key take aways - 5
✦ Erik:
1.I like the challenge for SD to create eco-systems that deliver
integrated experiences, whereby the integration has two
dimensions: a horizontal integration of touch points in time,
and a vertical integration of those touch points with the
channels, staff, IT, technology, data, and culture that enable
them.
2.I think this idea of networked service design is interesting and
important: integrating partners in value networks delivering
service eco-systems that from the customer perspective feel as
a seamless experience but from the business perspective
require many different capabilities to deliver them. (Health
care, urban spaces like brainport, airports, etc)
3.SD only makes sense if you integrate it with other value
generating business efforts and resources, it's not an isolated
discipline, in fact it's not a discipline at all. It makes sense
combined with big data, HR, brand, CEX, CI, IoT, etc
12. 5. Our key take aways - 6
✦ Alexandra:
1.The trend in Service Design Implementation is Minimum Viable
Products. But we’re not designing for Minimum Viable Humans. As
responsible service designers we should avoid just speeding up the
pace of innovation. We should always ask ourselves, our clients and
their customers: “do we actually want this innovation?”.
2.As service designers we need to gain trust from Business people. The
trend: design agencies will be moving in the direction of ‘classic'
business consulting to gain credibility & from C-Level. That will
ensure implementation through validation by business metrics. This
prompts collaborations between business and design schools and
inclusion of business strategy in design schools.
3.To make service design viewed as an effective tool for addressing
societal challenges and to mainstream it within public services, we
need to provide our new audience more concrete evidence of
impact and return on investment. Some kind of Service evaluation
model should become part of every service designer’s toolkit.
13. 5. Our key take aways - 7
✦ Anastasia:
1.I see a trend where CX, UX and SD are merging together in a
customer-centric world and the borders between them become
quite blurry (especially so for the outside world). We need to
define more clearly what the overlaps and differences are between
them and what kind of different business and customer issues
they deal with. As practitioners we need to have a debate around
whether amidst all these the emerging disciplines Service Design
has a solid place to fill, or whether maybe it should merge with
these other emerging fields into one coherent whole.
2.My personal take away is the adjustable maturity model that
Oliver King has shown us. Self assessment of the maturity level of
customer experience within an organization is vital and helps it to
become much more focused in the CX efforts they pursue.
3.I find the topic of behavioral psychology very interesting and
relevant for us as service designers and I woud love to learn more
about it in the next conference.
14. 5. Our key take aways - 8
✦ Maarten:
Our critique slightly aims in two different directions: on the one
hand we call for more / deeper expert knowledge sharing, on the
other, we wish for a more broader agenda including adjacent
academic terrains such as behavioral psychology. Not saying that
one should exclude the other, but SDN’s aim to connect to a wide
audience is in my opinion the best path to avoid situations like with
DMI, where each conference the same question comes up: "what is
the meaning, value, ROI... Etc of Design management... (Or service
design for that matter)?" The quality of this community is in its
diversity and its capability to attract new and adjacent (business)
audiences. Too much self reflection can threaten this quality, I think.
To me the biggest insight is that we really need to figure out how to
integrate our expertise in other fields to start contributing to
'coherent systems'. This question should precede each venture; how
will my business improve/contribute to existing 'systems'.
15. 5. Our key take aways - 9
✦ Edwin:
In general I think that the quality of the conference will benefit if
the SDN community shares a common idea of bringing the SD
field further. Then one will share more beneficial insights, cases,
solutions and tools. Oliver King sharing an valuable tool to the
audience is a good example. For the next conference an expert
track on tools would be perfect for that.
I would be interested to see more corporates, (big) clients from
healthcare, finance, energy, insurance, municipals, government etc
that use SD from their own perspective. We all (kind of )
understand what we should do with SD, but the more interesting
perspective is what they expect - and this is where the money is
and where the decisions are taken.
16. Wim: “In other words: SD has evolved from the design of
products to the design of services to the design of experiences.
Now it’s taking the next step towards designing for outcomes.
This not only requires a move from design doing to thinking, but
also from integrating & orchestrating touch points to integrating
capabilities & services into ecosystems that deliver these
outcomes.”
!
!
We want to thank the organizers and all attendees for a great conference experience!
!
Wim | Maarten | Edwin | Ralf | Anastasia | Alexandra | Erik