From Customer Service to User Experience Using Design Thinking to Exceed User Expectations
|
|
|
- Valerie Hopkins
- 10 years ago
- Views:
Transcription
1 From Customer Service to User Experience Using Design Thinking to Exceed User Expectations Pioneer Library System November 21, 2008 Presented by Steven J. Bell Resource Page Contact Information Steven Bell, Associate University Librarian for Research and Instructional Services Temple University Articles of Interest Brown, Tim Strategy by design.. Fast Company 95 (June): Heskett, John Toothpicks & logos: design in everyday life. Oxford: Oxford University Press. p.4. Kelley, Tom and Jonathan Littman The art of innovation: Lessons in creativity from IDEO, America s leading design firm. New York: Currency Books. Kotler, Philip and G. Alexander Rath Design: a powerful but neglected strategic tool. Journal of Business Strategy 5 (fall): Martin, Roger. Tough love: business wants to love design but it s often an awkward romance. Fast Company 109 (October): Merritt, Jennifer and Louis Lavelle Tomorrow s b-school? It might be a d-school. BusinessWeek 3945 (August): Pfeiffer, Andreas. Why Features Don t Matter Anymore. E-Week.com. January 23, Potter, Norman What is a designer: things, places, messages. London: HyphenPress. Pethokoukis, James M. The Deans of design: from the computer mouse to the newest Swiffer, IDEO is the firm behind the scenes. U.S. News & World Report October 2006
2 General Thinking About Technology Adoption John Stuckey. Critical Thinking for the Google Generation. Ubiquity 7(21) May Steven Bell. The Ratcheting Up of Technology. ACRLog February 20, Walt Crawford. A Dozen Solutions to Every Library Problem. American Libraries April Management/ContentDisplay.cfm&ContentID=62758 Michael Casey. Emerging Technology and the Emerging Divide. LibraryCrunch February 19, Michael Stephens. Technoplans vs. Technolust. Library Journal November 1, Design Thinking Bell, Steven J. and John Shank. Academic Librarianship by Design: A Blended Librarian s Guide to the Tools and Techniques. Chicago : ALA Editions, Bell, Steven J. Design Thinking. American Libraries 39(1): January-February 2008 Brown, Tim. Design Thinking. Harvard Business Review 86(6): June Brown, Tim Strategy by design.. Fast Company 95 (June): Dunne, David and Martin, Roger. Design thinking and how it will change management education. Academic of Management Learning and Education V.5 N p.512 Mendonca, Lenny T. and Hayagreeva Rao. Lessons from innovation s front lines: an interview with IDEO s CEO. The McKinsey Quarterly. November _lines_an_interview_with_ideos_ceo_2185 Nussbaum, Bruce. Nussbaum on Design. A blog from BusinessWeek s in-house expert on design and innovation.
3 Pethokoukis, James M. The Deans of design: from the computer mouse to the newest Swiffer, IDEO is the firm behind the scenes. U.S. News & World Report October 2006 Pink, Daniel. A Whole New Mind: Why Right-Brainers Will Rule the Future. Riverhead Trade, (a great read, but if you are short on time just read the chapter on design) Rae-Dupree, Janet. Design is more than packaging. New York Times. Oct. 4, &oref=slogin Scanlon, Jessie. Wanted: VPs of Design. BusinessWeek. August 29, (add BusinessWeek s Innovation supplement to your regular reading; see more at: - yes there is an rss feed for it) Shedroff, Nathan. Design: A better path to innovation. Interactions 5(6), November/December 2008, pp User Experience (UX) Diller, Steve, et. al. Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences. New Riders Press, Garrett, Jesse James. Customer Loyalty and the Elements of User Experience. Design Management Review, Winter Merholz, Peter, et.al. Subject to Change: Creating Great Products & Services for an Uncertain World. O Reilly Media, Knemeyer, Dirk. Defining Experience: Clarity Amidst the Jargon. UX Matters. April 12, Other Sites of Interest Seth Godin s This is Broken presentation &q=seth+godin&hl=en Tim Brown s Innovation through Design Thing presentation To Improve What You Do Study People ACRLog post on May 15,
4 Library Success: A Best Practices Wiki See: Staff Training Bell, Steven J ipods and Pencils: It s the User Experience Age and We re Not Ready. ACRLog The Blended Librarians Web Site Designing Better Libraries (Design Thinking, Innovation, User Experiences) Good Experience McMaster University Libraries: Transforming our Future TechLearning Weekly updates with tips, advice, and ideas for educational uses of technology (subscribe here) Kept-Up Academic Library Steven Bell s Keeping Up Web Site The Squirrel Experiment Technology Reading List The reading list is a set of RSS feeds that can be imported into Bloglines, a popular news aggregator. When imported, all of feeds will automatically be subscribed in the news aggregator. This simplifies the process of adding all the new feeds to the aggregator. Instructions on how to use the reading list, with Bloglines, is found on the page. Additional Sites Mentioned in Presentation
5 Google Video of Socket Wrench (Ratchet) WebJunction Training Site Sirsi-Dynix Institute OPAL (Online Programming for All Libraries) ACRL e-learning programs Blended Librarians Web Site College of DuPage Soaring to Excellence PLCMC Learning Beyond the Job A Library Writer s Blog
How To Design Thinking In Libraries
Design T A design approach to the delivery of outstanding services can help library professsionals become strategizers and problem-solvers who put the user experience first. by Steven J. Bell Design matters.
Tim Brown, whose company specializes in innovation, distills the lessons of his career.
s t r a t e g y November 2008 Lessons from innovation s front lines: An interview with IDEO s CEO Tim Brown, whose company specializes in innovation, distills the lessons of his career. Lenny T. Mendonca
Life Product of the Future
Life Product of the Future Young Goh Young Goh 2015 This presentation has been prepared for the Actuaries Institute 2015 Actuaries Summit. The Institute Council wishes it to be understood that opinions
USER GUIDE Chapter 20 Using Podcasts. Schoolwires Academic Portal Version 4.1
USER GUIDE Chapter 20 Schoolwires Academic Portal Version 4.1 TABLE OF CONTENTS Introduction... 1 Adding a New Podcast Page... 3 Adding a New Episode... 5 Supported File Types... 5 What is an MP3 File?...
Web Ideas Overview. The possibilities for the future: a research report to kick-start your web strategy
Web Ideas Overview The possibilities for the future: a research report to kick-start your web strategy Before you start, ask yourself: What are the aims of your web strategy? Always set out with a clear
Creating a Facebook Page for your classroom is super easy! Here s how to get started!
Using Facebook Pages in the Classroom There are many ways that you can incorporate Facebook Pages to support and compliment what you teach both inside and outside the traditional classroom. For example,
The adidas Group Social Media Guidelines
The adidas Group Social Media Guidelines pagina 1 van 17 pagina 2 van 17 1. You have a voice! (...but please remember: only very few people are official spokesperson for the Group or its brands) 2. You
Online Social Culture: Does it Foster Original Work or Encourage Plagiarism?
Online Social Culture: Does it Foster Original Work or Encourage Plagiarism? Janet Salmons, Ph.D. Vision2Lead, Inc. [email protected] For more on this model, see the chapter titled, "Expect Originality!
Key Marketing Trends & Developments in 2015
Key Marketing Trends & Developments in 2015 Markos Fragoulopoulos INTERAMERICAN Marketing Director Chairman of Hellenic Institute of Marketing Athens, 09/10/2014 Markets are moving faster than Marketing
stories. There is an excellent site called Ideas4Writers co. You could do worse than subscribe to it for life, a great investment as you can download
Mba marketing research projects free download. Basic Outline for Science Fair Research Paper Author faculty Last modified by Chicago Public Schools Human Area Network Paper presentation download computer
What is a CV in 2010?
What is a CV in 2010? Job Search and Career Management By Laurent Brouat www.laurentbrouat.com A Job You Love www.laurentbrouat.com 1 A Different World Job search and career management have changed dramatically
How to Have a Successful School Library or Classroom Blog. By Karen Bonanno www.kb.com.au
How to Have a Successful School Library or Classroom Blog By Karen Bonanno How to Have a Successful School Library or Classroom Blog From: Karen Bonanno September 2014 Once you have chosen a topic or focus
PR Bootcamp. The U.S. Eyes to. Jessica Hasson pulp PR [email protected] STARTUP
PR Bootcamp Eyes to STARTUP The U.S. Jessica Hasson pulp PR [email protected] U.S. PR Bootcamp The Basics of PR. 1. Clearly Expressing your Company to A Global Audience 1. Content Development 2. Mission
Members of staff may also phone for assistance at any time during the college day (extension 3277).
Accessibility Information - How to Use Moodle On this page: Contacting Moodle Administrators Accessing Moodle Accessibility Customising Your Computer Text Size Colours and Viewing Options Cookies Navigation
The Future of Embedded Librarianship: Best Practices and Opportunities Presented by Cass Kvenild at California Conference on Library Instruction, 2012
The Future of Embedded Librarianship: Best Practices and Opportunities Presented by Cass Kvenild at California Conference on Library Instruction, 2012 When initiating a new embedded project at your institution,
AppDev OnDemand UX Design Library
AppDev OnDemand UX Design Library A full year of access to our UX Design Library courses, plus future course releases included free! The AppDev OnDemand UX Design Library includes the principles of UX
Navigating the Web: Are You Missing The Boat?
Navigating the Web: Are You Missing The Boat? Laura Patterson, M.A. Senior Instructor, Professional and Technical Communication School of Engineering The University of British Columbia This Morning s Itinerary
SEO Essentials for Designers. Michael Slater & George Grant [email protected] [email protected] 888.670.6793 Twitter: @webvanta
SEO Essentials for Designers Michael Slater & George Grant [email protected] [email protected] 888.670.6793 Twitter: @webvanta 1 Today s Presenters Michael Slater Webvanta Co-founder & CEO
Easy Strategies for using Content (Ctrl) in your Email Marketing Today www.contentctrl.com
Field Guide to the Social Email (R )Evolution Easy Strategies for using Content (Ctrl) in your Email ing Today www.contentctrl.com Welcome To The Party You ve added a social sharing button to your email
Syllabus Subject: Relational, Direct and Interactive Marketing (II) Degree: Titulación Superior en Dirección de Marketing y Gestión Comercial
Syllabus Subject: Relational, Direct and Interactive Marketing (II) Degree: Titulación Superior en Dirección de Marketing y Gestión Comercial Academic year 2012/2013 Teachers: Oscar VEGA Period of classes
Print to Interactive Roadmap. with Patrick McNeil
Print to Interactive Roadmap with Patrick McNeil Spoiler alert: Print to web doesn t mean what it used to The agenda The agenda The problem Industry overview User centered design process End goals Skills
Clarity High School Student Survey
Clarity High School Student Survey Instructions Take 10 minutes to help your school with technology in the classroom. This is an anonymous survey regarding your technology use. It will take approximately
Engage Email Marketing
Engage Email Marketing Customers and contacts are some of the biggest assets to any business. But how can you effectively stay front of mind, sell to them more often, or nurture and develop loyalty? One
The Embedded Librarian: Bringing Library Services to Distance Learners
The Embedded Librarian: Bringing Library Services to Distance Learners Jim Kinnie Assistant Professor/Humanities Reference Librarian University of Rhode Island Introduction As the number of courses for
Clarity Middle School Survey
Clarity Middle School Survey Instructions Take 10 minutes to help your school with technology in the classroom. This is an anonymous survey regarding your technology use. It will take approximately 10
FTP Server/Client in Haskell and Java
FTP Server/Client in Haskell and Java Team Members Dustin Pfeiffer Coy Humphrey Compare and Contrast Networking Libraries Threading Code readability Ease of use The Little Haskells Comparative Programming
Southern Illinois University Edwardsville Organizational Chart
Southern Illinois University Edwardsville Organizational Chart Interim Chancellor Stephen Hansen Board of Directors Associate General Counsel* Phyleccia Reed Cole** Todd Wakeland * Report to the Office
SEO MADE SIMPLE. Strategies for Dominating the World s Largest Search Engine. Second Edition. by Michael H. Fleischner
SEO MADE SIMPLE Second Edition Strategies for Dominating the World s Largest Search Engine by Michael H. Fleischner SEO Made Simple (Second Edition) All rights reserved Copyright 2011 by Michael H. Fleischner
Teaching Millennials
Teaching Millennials James B. McGee, M.D. Associate Professor of Medicine Assistant Dean for Medical Education Technology Director, Laboratory for Educational Technology Who are the Millennials? Generation
US Charities Adoption of Social Media Outpaces All Other Sectors for the Third Year in a Row Conducted by: Introduction
US Charities Adoption of Social Media Outpaces All Other Sectors for the Third Year in a Row Conducted by: Nora Ganim Barnes, Ph.D. ([email protected]) Eric Mattson ([email protected]) Introduction
EBSCOhost User Guide Searching. Basic, Advanced & Visual Searching, Result List, Article Details, Additional Features. support.ebsco.
EBSCOhost User Guide Searching Basic, Advanced & Visual Searching, Result List, Article Details, Additional Features Table of Contents What is EBSCOhost... 3 System Requirements... 3 Inside this User Guide...
Designing the Future of Learning
Design Thinking for kid FRIENDLy 1 Designing the Future of Learning An Innovation Toolkit For the kid-friendly 2014-15 Personalized Learning Focus October 2014 Design Thinking for kid FRIENDLy 2 Innovation
Design Thinking. A few favorite design thinking resources include:
Design Thinking Design thinking has come to be defined as combining empathy for the context of a problem, creativity in the generation of insights and solutions, and rationally in analyzing and fitting
INSIDE ENTERPRISE SEO: SEO SURVEY BENCHMARKS FOR LARGE COMPANIES How Enterprise Companies Manage, Scale, and Value SEO
INSIDE ENTERPRISE SEO: SEO SURVEY BENCHMARKS FOR LARGE COMPANIES How Enterprise Companies Manage, Scale, and Value SEO Ascend2 Research Conducted in Partnership with Conductor Inside Enterprise SEO: SEO
Viral Marketing 100 Success Secrets
Viral Marketing 100 Success Secrets Viral Marketing 100 Success Secrets- Secret Strategies, Buzz marketing Tips and tricks, and Interactive Marketing: 100 Simple Online Campaign Principles Viral Marketing
Email Marketing in the 21 st Century THE MID ATLANTIC CHESAPEAKE CONFERENCE
Email Marketing in the 21 st Century THE MID ATLANTIC CHESAPEAKE CONFERENCE Thursday, November 3, 2011 Who is WhatCounts? 2 1 3 Company Snapshot Our Vision Recognized for our flexible technology and solutions
Keeping Current Using RSS Feeds
Keeping Current Using RSS Feeds What are Current Awareness Services? Current awareness services are tools that enable you to keep up to date with the professional literature in your field of interest.
Evaluation of the Introduction of e-learning into engineering mechanics
Title: Evaluation of the Introduction of e-learning into engineering mechanics Introduction: This a front end evaluation for the introduction of e-learning into the mechanical engineering course at the
The Basics of Web Feeds and Information Aggregators
[ DRAFT COPY Teacher Librarian, April 2007 ] Web Feeds Delivered to Your Digital Doorstep Annette Lamb and Larry Johnson Walk into most school libraries and you ll see magazines and newspapers on a rack
BLOGS: A Online Tool for Library Services
446 International CALIBER-2008 BLOGS: A Online Tool for Library Services S Y Bansode S M Pujar Abstract Blog a new online tool is being effectively used by various libraries across the world to update
Welcome to the Real Estate Agent Marketing Plan Course and things are going to start to get real now.
Welcome to the Real Estate Agent Marketing Plan Course and things are going to start to get real now. This workbook accompanies the 1st ebook, Selling the Art of Real Estate, in this marketing plan course.
VP Inbound Marketing HubSpot. Twitter: @mvolpe
Inbound Marketing: SEO+Blogs+SocialMedia + Social Mike Volpe VP Inbound Marketing HubSpot Twitter: @mvolpe Outbound Marketing Outbound Marketing 800-555-1234 Annoying Salesperson Inbound Marketing Blog
The Work of Leaders: Julie Straw, Co-Author. 2014 EAA Professional Staff Conference, August 10-13, 2014 Julie Straw WorkofLeaders.
The Work of Leaders How Vision, Alignment, and Execution Will Change the Way You Lead Julie Straw, Co-Author Leadership Development Research 1 The World of Leadership Looking for fresh thinking and insights
Expanding the Role of Succession Planning
Frequent reorganizations disrupt performance at all levels, and traditional succession planning alone does not help. Blending knowledge management and leadership development with succession planning overcomes
How to Use SharePoint as a Self-Help Knowledge Center
An AIIM Briefing Helping you manage and use information assets. How to Use SharePoint as a Self-Help Knowledge Center Produced by AIIM Training By Jesse Wilkins, Director, Research and Development aiim.org
Six Steps to Successful Enterprise Collaboration Implementation
Six Steps to Successful Enterprise Collaboration Implementation About the Author Michael Idinopulos Vice President of Professional Services, Socialtext Michael Idinopulos is Vice President of Professional
Centricity2 Mobile Communications App (MCA) Configuration. Schoolwires Centricity2
Centricity2 Mobile Communications App (MCA) Configuration Schoolwires Centricity2 Trademark Notice Schoolwires, the Schoolwires logos, and the unique trade dress of Schoolwires are the trademarks, service
Speaker Profile: Benu Aggarwal
http://www.milestoneinternet.com http://blog.milestoneinternet.com/ @milestonemktg 3001 Oakmead Village Drive Santa Clara, CA 95051 (408) 200-6860 Speaker Profile: Benu Aggarwal Benu Aggarwal, founder
EXECUTIVE SUMMARY. Information Literacy Program of the A.C. Buehler Library at Elmhmst College, Elmhurst, Illinois
ACRL Best Practices in Information Literacy Invitational Conference Application, 2002 Program and Institution: EXECUTIVE SUMMARY Information Literacy Program of the A.C. Buehler Library at Elmhmst College,
Social Media Optimization: Is SMO the New SEO?
Social Media Optimization: Is SMO the New SEO? 5 essential elements every organization needs to know Bill Rogers, CEO, Ektron, Inc. Spreading the message CommonCraft.com produced video Twitter in Plain
January 10, 2010 Multicultural Critical Theory. At B- School?
January 10, 2010 Multicultural Critical Theory. At B- School? By LANE WALLACE A DECADE ago, Roger Martin, the new dean of the Rotman School of Management at the University of Toronto, had an epiphany.
Awareness 2.0. David Lineman. Spreading the Security Awareness Message Using Social Media. President and CEO
Awareness 2.0 Spreading the Security Awareness Message Using Social Media David Lineman President and CEO Presentation Overview Awareness 1.0 - Losing the Cyber War - Rapid Diffusion of Cyber Crime Awareness
Social Media and College Admissions: The First Longitudinal Study Conducted by: billion
Social Media and College Admissions: The First Longitudinal Study Conducted by: Nora Ganim Barn es, Ph.D. ([email protected]) Eric Mattson ([email protected]) It s no surprise that social media has
students online using moodle
tool guide for teachers: How to Interact with students online using moodle A publication of www.wiziq.com Abstract Learning requires collaboration, and in the dispersed environments in which we operate,
How Blogging Can Help With Your SEO Efforts
How Blogging Can Help With Your SEO Efforts By Michelle Timothy HTUUTH Blogging has become all the rage in the online world. Everyone you talk to these days seems to have their own blog, and they happily
Technology Enhanced Learning
Technology Enhanced Learning Introduction to Sulis Collaborative Learning Environment for Teaching and Learning What is it? Sakai is often referred as a learning platform virtual learning environment (VLE)
How To Get The Most From Pay Per Click Marketing
How to Get the Most From Pay Per Click Marketing Mike Volpe VP Inbound Marketing HubSpot Twitter: @mvolpe Outbound Marketing 800-555-1234 Annoying Salesperson Inbound Marketing Blog SEO Social Media Rethinking
RSS and Content Syndication in the Social Media Environment
RSS and Content Syndication in the Social Media Environment 1 Table of Contents RSS what it is and what it does Web 2.0 why syndicating your content is necessary What content should you be syndicating?
Marketing Committee January 30, 2014 Minutes
I. Attendance Marketing Committee January 30, 2014 Minutes John Scott Bull...Pace Industries Scott A Frens... Fort Recovery Industries Inc Daniel McLean... Madison-Kipp Norwin Merens... NM Marketing Communications