Vill du leverera rätt kundupplevelse? I så fall måste du förstå sambandet mellan kundresan och de interna processerna.
Frukostseminarium 3 oktober 2014
Presentation från frukostseminarium den 8 maj 2014 med Daniel Ewerman.
Presentationen handlar om hur du kan skapa rätt kundupplevelse och prioritera rätt kanaler och aktiviteter utifrån kundresan.
Frukostseminarium den 6-7 mars hos Transformator Design med Daniel Ewerman. Skapa en strategi för rätt kundupplevelse genom kunddriven service design. Kunden måste vara i centrum!
Presentation från en workshop där vi testar på verktyget kundresa. Innehåller även bilaga med fördjupande material om vår metod kundcentrerad servicedesign.
Vill du leverera rätt kundupplevelse? I så fall måste du förstå sambandet mellan kundresan och de interna processerna.
Frukostseminarium 3 oktober 2014
Presentation från frukostseminarium den 8 maj 2014 med Daniel Ewerman.
Presentationen handlar om hur du kan skapa rätt kundupplevelse och prioritera rätt kanaler och aktiviteter utifrån kundresan.
Frukostseminarium den 6-7 mars hos Transformator Design med Daniel Ewerman. Skapa en strategi för rätt kundupplevelse genom kunddriven service design. Kunden måste vara i centrum!
Presentation från en workshop där vi testar på verktyget kundresa. Innehåller även bilaga med fördjupande material om vår metod kundcentrerad servicedesign.
Design management and agile world: fitting customer expectationsSketchin
In the Customer Age, Design has become the business most powerful ally in the challenge to create and offer products/services that can provide superior quality experiences. We are often invited to assume a partnership role with product managers/owners in most of our projects, bridging the requests coming from stakeholders and users and following the entire project life through an experience management approach. Experience Centered Design is thus becoming the new frontier that we, as designers, are called to cross.
So how design can assume the role of a strategic partner in the daily experience management? I will present some real cases regarding big and complex projects in which we have played this role and the agile methods, tools and best practices that can be used in such a delicate process.
L'esperienza di progettare esperienze utenteSketchin
Il significato ed i benefici strategici introdotti dalla user experience come territorio comune tra discipline e professionalità diverse, verso un processo unificato adatto a progetti di ampie dimensioni. Infine una discussione degli impatti del web 2.0 e della internet of things sulla progettazione delle esperienze utente.
Ticino New Experience - Elena Zordan @Creativity Day RomeSketchin
Elena Zordan, UX Architect @Sketchin, presents the case about Ticino Turismo and explains the importance of a design-oriented, people-centered approach.
Viviamo nella Customer Age, un'epoca in cui il consumatore non si accontenta più di prodotti standard ma ricerca esperienze memorabili che sappiano superare le sue aspettative e continuare a farlo nel tempo. Il compito dei brand, quindi, non è più tanto quello di trovare nuove forme di "racconto dell'offerta" - diversificazione del messaggio e dei touchpoint di comunicazione - ma di progettare e offrire ai propri consumatori esperienze rilevanti, capaci di generare valore a prescindere del tipo di canale/strumento/touchpoint utilizzato per veicolarle.
Il punto non è (più): "Come i brand comunicano ai consumatori" ma "che tipo di esperienza i brand fanno vivere ai propri consumatori e come ridefiniscono i loro prodotti/servizi per rispondere a questo mutato scenario competitivo?"
A new set of "rules" for our daily life at work. Our goal: empower people, have them making autonomous choices + add happiness and freedom to their lives.
"With great power, comes great responsibilities" (cit. Uncle Ben - Spider Man, 2002)
A new set of "rules" for our daily life at work. Our goal: empower people + have them make autonomous choices + add happiness and freedom to their lives.
"With Great Power Comes Great Responsibility" (cit. Uncle Ben - Spider Man, 2002)
Design management and agile world: fitting customer expectationsSketchin
In the Customer Age, Design has become the business most powerful ally in the challenge to create and offer products/services that can provide superior quality experiences. We are often invited to assume a partnership role with product managers/owners in most of our projects, bridging the requests coming from stakeholders and users and following the entire project life through an experience management approach. Experience Centered Design is thus becoming the new frontier that we, as designers, are called to cross.
So how design can assume the role of a strategic partner in the daily experience management? I will present some real cases regarding big and complex projects in which we have played this role and the agile methods, tools and best practices that can be used in such a delicate process.
L'esperienza di progettare esperienze utenteSketchin
Il significato ed i benefici strategici introdotti dalla user experience come territorio comune tra discipline e professionalità diverse, verso un processo unificato adatto a progetti di ampie dimensioni. Infine una discussione degli impatti del web 2.0 e della internet of things sulla progettazione delle esperienze utente.
Ticino New Experience - Elena Zordan @Creativity Day RomeSketchin
Elena Zordan, UX Architect @Sketchin, presents the case about Ticino Turismo and explains the importance of a design-oriented, people-centered approach.
Viviamo nella Customer Age, un'epoca in cui il consumatore non si accontenta più di prodotti standard ma ricerca esperienze memorabili che sappiano superare le sue aspettative e continuare a farlo nel tempo. Il compito dei brand, quindi, non è più tanto quello di trovare nuove forme di "racconto dell'offerta" - diversificazione del messaggio e dei touchpoint di comunicazione - ma di progettare e offrire ai propri consumatori esperienze rilevanti, capaci di generare valore a prescindere del tipo di canale/strumento/touchpoint utilizzato per veicolarle.
Il punto non è (più): "Come i brand comunicano ai consumatori" ma "che tipo di esperienza i brand fanno vivere ai propri consumatori e come ridefiniscono i loro prodotti/servizi per rispondere a questo mutato scenario competitivo?"
A new set of "rules" for our daily life at work. Our goal: empower people, have them making autonomous choices + add happiness and freedom to their lives.
"With great power, comes great responsibilities" (cit. Uncle Ben - Spider Man, 2002)
A new set of "rules" for our daily life at work. Our goal: empower people + have them make autonomous choices + add happiness and freedom to their lives.
"With Great Power Comes Great Responsibility" (cit. Uncle Ben - Spider Man, 2002)
Presentation från en träff där vi visade verktyget Custellence. Man fick bl.a. testa att skapa kundresor, förändringskartor och digitaliseringskartor. Oavsett om din kundresa är helt digital eller omnikanal är kundresan ett extremt effektivt sätt för att organisera kundens behov.
Vill du lära dig mer om att arbeta strukturerat med din kundupplevelse med hjälp av kundresor? Detta är en presentation och arbetsmaterial från vår Custellenceträff. Ta hjälp av materialet och prova det molnbaserade verktyget Custellence?
Vill du lära dig mer om att arbeta strukturerat med din kundupplevelse med hjälp av kundresor? Detta är en presentation och arbetsmaterial från vår Custellenceträff. Ta hjälp av materialet och prova det molnbaserade verktyget Custellence?
Kundcentrerad service design och transformation - en introduktionNicklas Lemon
Kundcentrerad affärs- och verksamhetsutveckling mha service design.
- vad är det?
- varför är det viktigt?
- vad kan det leda till?
- hur kan man göra?
- och hur kan man få med sig den egna organisationen?
Om du är nyfiken och vill veta mer så är det bara höra av sig så kan vi från Transformator Design komma och köra ett seminarium hos er :-)
Idag är kundupplevelsen affärskritisk och allt fler företag förstår kopplingen mellan nöjda kunder och lönsamhet. Denna frukost handlar därför om hur du kan skapa fantastiska kundupplevelser med hjälp av metode servicedesign.
SDNGC15 greenhouses presentation by TransformatorAnton Breman
“Unleashing Creativity in an Exhausted Governmental Organization” is a presentation we hade at The Service Design Global Conference in New York 2015
http://www.service-design-network.org/the-service-design-global-conference-2015/
With lowering trust from the citizens, employees pushed to the length of their engagement and an organisation trying to compensate the lack of results with their overall purpose by micromanagement, the Swedish employment agency needed to find a new way forward for the organisation.
The solution was to educate and put front line staff in the lead role of service development, which was the starting point of a crucial cultural change throughout the entire organisation. The demand for support within business development and cultural change has become a natural part of evolution of service design.
http://service-design-conference.com/speaker-lineup/sophie-andersson-pia-rydqvist-anton-breman/
Daniel Ewerman, vd och grundare av Transformator Design, berätta om hur du kan leverera kundupplevelser genom att koppla ihop kundresan (kundens resa genom tjänsten) med de interna processerna. Välj rätt kanaler och aktiviteter genom att utgå ifrån kundresan.
Kundcentrerad utveckling ger fantastiska resultat i alla typer av verksamheterNicklas Lemon
Letar du efter argument och bevis för att övertyga andra att "Kundcentrerad utveckling" är nödvändigt att prioritera?
I denna presentation har vi samlat både rationella bevis och mer känsloladdade argument och citat från de som redan börjat arbeta aktivt med detta.
Om du har frågor, funderingar eller behöver andra exempel så får du gärna höra av dig till oss på Transformator Design.
Har kunden alltid rätt?
Frukostseminarium tillsammans med SEB Merchant Banking som handlar om hur du omvänder obekväma sanningar till verktyg för kundcentrering.
Talare:
Idag är kundupplevelsen affärskritisk. Allt fler företag förstår kopplingen mellan nöjda kunder och lönsamhet, men hur skapar du kundcentrerade organisationer som kan leverera tjänster som kunderna älskar och rekommenderar? Låt Transformator Designs handfasta metoder guida dig att förstå dina kunders beteende, behov och förväntningar. Ta del av verktyg som hjälper dig att innovera fram kundcentrerade lösningar som är baserade på kund- och medarbetarinsikter och börja resan mot att bli en kundcentrerad organisation!
Detta handlar frukosten om:
Varför är kundcentrering avgörande och med dessa argument får du internt gehör!
Vi går övergripande igenom hur man skapar och implementerar kundcentrerade tjänster.
Styrkan i servicedesign. Vad skiljer servicedesign från traditionell utveckling och förändring?
Verktyg för att skapa en kundcentrerad organisation - så här går du från ord till handling!
Case: Statens tjänstepensionsverk (SPV) är en av Sveriges största leverantörer av
pensionstjänster. SPV bad oss att ta fram ett förändringsförslag för hur de bör utveckla sina kanaler utifrån kundernas behov (med fokus på privatpersoner). Vårt uppdrag blev därför att hjälpa SPV att förstå sina kunders behov, hur de borde möta dessa och ta fram principer för kundcentrerad tjänsteutveckling. Men också att förklara hur deras organisation och arbetssätt påverkas av att sätta kunden i centrum.
Kunder växlar kanaler i allt högre utsträckning och kundresorna blir allt mer komplexa. I takt med att antalet sälj- och kommunikationskanaler ökar kan det vara lätt att glömma bort kunden. Joakim Taraldsson och Lotta Wiberg från Creuna delar med sig av sin erfarenhet och matnyttiga tips på hur man behåller kundfokus i affären i en brusig omvärld.
Come abbiamo vissuto la quarantena - Sketchin e gli effetti del distanziament...Sketchin
Durante i mesi del lockdown, Sketchin ha promosso un’indagine interna per esplorare come le persone stessero vivendo e come fosse cambiato il loro rapporto con lo studio. L’indagine rappresenta il primo passo di un percorso di evoluzione delle abitudini con cui viviamo e lavoriamo
Design with Data: Data Analysis per la Progettazione della Customer ExperienceSketchin
This speech was given by Silvio Cioni (Sketchin) and Alessandro Volpe (Bip xTech) at Cerved Next 19.
Data analysis reveals stories, brings out values, shows connections and bonds of which one was not aware. But there is much more: one of the fascinating aspects of Data Analysis is the ability to build predictive models based on data. The use of tools that allow the analysis of historical series and integrate elements of Machine Learning can be an advantage for companies if they are used as a forecasting tool related to CX, to exploit the insights obtained to guide the design of the service and the next-to-be experience. The workshop tells how integrated design and data analysis tools, in an organic design process, represent the frontier of design and measurement of the Customer Experience.
This speech was given by Stefano Augello (Bip) and Marco Tamburlini (Sketchin) at Cerved Next 19.
More and more companies are making strategic decisions based on data. More and more companies are making mistakes. They are wrong because they treat data as if they were an oracle, in which data-driven marketing means pressing a button, letting out a number and on that build everything without if and without but. In reality, it is not the data that should guide, but people with the skills to build hypotheses and use the data to refute or confirm them. Especially at a time when many industries are facing new challenges and the most crucial ability is asking themselves what to ask themselves. To do this, you need simple, inclusive and distributed analysis tools, and you need to transform your structure to make the best use of them. The case of Repower illustrates how a proprietary design approach to data interpretation can create a successful product & service strategy.
This speech was given by Luca Mascaro at Cerved Next19. The world has been invaded by new players with whom to take part in: they have new technologies, no policy restrictions and no limits. The experience becomes the driver
of technological choices and companies are to face a life-threatening challenge: take advantage of this unexplored space of opportunity or disappear.
To face this quantum leap, firms need to design the next-to-be: a new radical experience approach and make their end-to-end service models jump to a next and further level: they have to envision the upcoming experience and validate it on the current customer base with an extreme approach made by a wise mix of Big Data analysis, rising Technologies and Design.
Solvy - a new payment experience, IxDA Milan& Turin June 2018Sketchin
Our talk at the IxDA Milan& Turin Chapter: Solvy - an end to end project of an instalment card for the European market in which we designed the value proposition, naming, branding, customer interactions, app flow and screen flow.
Oggi le persone hanno il potere di governare il mercato: non cercano più prodotti e servizi, ma scelgono di vivere esperienze arricchite che migliorano la loro vita. La tecnologia dischiude possibilità ancora inesplorate e sta innalzando le aspettative delle persone. Allo stesso tempo, le persone sono più interessate al valore che possono ricevere da un prodotto o un servizio rispetto al possesso di un bene.
Che cosa possiamo aspettarci dal futuro? Quali sono i trend che stanno dando una forma nuova all’esperienza delle persone?
Technology is forcing companies to make their service model jump to a next and further level. Trends and future scenarios in the speech that Luca Mascaro gave at the World Usability Day 2017 in Milano
What happens when a big traditional company meets the challenge of the digital transformation in the retail market, as Benetton did when asked us to redesign its e-commerce website?
In the story we shared yesterday at the @sfdesignweek, we discovered how a design process could be the spark of an actual company transformation. #SFDW17
hikeTicino - Design for the hiking experienceSketchin
Discover how we have designed the most innovative tourist service / ecosystem to promote and enhance the hiking experience in Ticino, Switzerland.
Learn more at newexperience.ticino.ch/hike/en/