We’ve previously looked at the role of Chief Customer Officer (CCO), through the eyes of someone in the role. But what can be learned about this up-and-coming job title through surveying multiple people? Forrester’s Paul Hagen stepped in to find out.
Our experience has taught us that ad hoc design efforts within the enterprise environment are often doomed to fail. Success in planning and implementing design-based change requires a structured, repeatable and process-based approach. Design models and methodologies provide just this.
Establishing the value of design in today’s large-scale enterprises is a difficult challenge. Inflexible IT structures, a change-resistant organizational culture, or perceived cost might all be to blame. An external player with clout and authority is one way to get it done, and a new approach promoted by Deloitte is doing just that.
Earlier this year we looked at the role that service design is increasingly playing in government, reflecting a trend that is being picked up around the world. While it’s one thing for designers and external parties to suggest the discipline to government clients, what’s the view from “the inside”?
As a discipline, service design continues to earn greater attention within the design and business communities, but what’s happening in academia? In Delft, one university is looking at what role industrial design education has in educating future service designers.
Milan Guenther’s recently-published “Intersection: How Enterprise Design Bridges the Gap Between Business, Technology and People” takes an in-depth look at the broad set of disciplines and techniques that fall under the term “enterprise design” – a subject close to our heart.
Recently we’ve looked at the business aspects of UX management, from the characteristics of successful UX teams, to the role of the UX manager itself. An in-depth look and analysis of UX management itself seems in order.
Hierarchical structures and organizational silos are common within modern businesses, but their existence both hampers customer experience and impedes efficiency, according to some. In this post, we look at both issues, and solutions that have been proposed.
In late March, 270 content professionals from 27 countries gathered in London for the very first European edition of Confab, the leading content strategy conference organized by US agency BrainTraffic. Bas Evers (@everbass), content strategist at Informaat, attended. He captures some of the talks and explains what he took away from the event.
Customer journey maps provide insight into a customer’s interaction with a service over time, and present that information in a clear, chronological view. But the right approach is crucial in order to get the best value out of these maps.
Recently we looked at UX management, and the characteristics that bring success to the activity. To continue that theme, we decided to look at the role of the “UX Manager” itself, and see how the role is described in job listings. What can be learned from a quick survey?
Last week we looked at the role of UX managers and the important responsibility they shoulder within organizations. Now lets step back from that single role and look at the UX team itself. What can be learned about how it is composed, and what criteria determine its success?
Previously on this blog, we’ve looked at the growing trend of user experience and customer experience representatives at the highest echelons of organizational structures: The “CXO” role. More common, however, are dedicated UX managers. This post explores their roles in some more detail.
“Put your staff first, customers second, and shareholders third.” If that advice sounds illogical, you might expect it’s come from someone with little business success to speak of. But think again; it’s from none other than Sir Richard Branson (who, not coincidentally, knows a thing or two about customer experience too).
Recently, Informaat was present at a careers fair hosted by the Faculty of Design Engineering at the Delft University of Technology (TU Delft). Alongside our recruitment stand, we also presented an introductory talk on service design to students and graduates.