Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.

Archive of November 2007

CmlOu8ZUg25mc7ddCSqoQ1bX_500.jpg From the New York Times: The Unsung Heros who Move Products Forward - Hint: it’s by designing services!
November 24th, 2007 / Trackback / Comments

Service Design in Finland

Tekes has an interesting report of service differentiation strategy: 

“Manufacturer of welding equipment has launched service business solutions activities

Global competition in business services and solutions for industrial companies is intensifying. A Finnish manufacturer of welding equipment, Kemppi, is an example of a traditional industrial company to have taken on the improvement of the customers’ processes by providing expert services. Managing Director Anssi Rantasalo calls the Kemppi ARC System, which combines several facets of the business, a tool for service business activities. The Kemppi ARC System was released for test marketing a couple of years ago. Besides welding equipment, the system provides customers with data collection and transfer software and equipment. Additional expert services are also offered. Weak links and bottlenecks in the customers’ processes can be identified with the data provided by the collection system. The decision to develop new services and comprehensive solutions was a result of strategic planning in Kemppi. “The business environment, customer needs and expectations are developing,” says Rantasalo. In the background there was also the realisation that traditional industries had often offered services for free. Service innovations are created when we ask whether the company could serve the customer even better.”

November 22nd, 2007 / Trackback / Comments

Accenture quantifies innovation's value

They call it a ‘future-value premium’: 

“Companies are beginning to look beyond traditional metrics like price-earnings ratio to assess their effectiveness at generating growth through innovation. Determining a company’s future-value premium provides a simple but effective way for management to diagnose and understand the complexities of market expectations, as well as the investment community’s confidence in the company’s long-term outlook”

Future Value and Innovation: How to Sustain Profitable Growth

November 21st, 2007 / Trackback / Comments

Concise Slideshow on customer segmentation. The best bit is the use of a quote from Adam Smith:

“Man has almost constant occasion for the help of his brethren, and it is in vain for him to expect it from their benevolence only. He will be more likely to prevail if he can interest their self-love in his favour, and show them that it is for their own advantage to do for him what he requires of them.”

November 20th, 2007 / Trackback

CmlOu8ZUg20ielo9WoAzkMfK_500.gif The Experience Advantage. via
November 20th, 2007 / Trackback / Comments

“I think this is a really important question. Do you mind if I attend to it? Because what is good service design is something I genuinely believe we should talk about…”

Chris Downs attends to the important question: What is good service design. This is a challenge - I’ve noticed over the past 18 months that we’ve all stopped asking what is service design, and are now all much more focussed on this more sensible (and interesting) question.

New know-how in service design

November 19th, 2007 / Trackback / Comments

CmlOu8ZUg1uiwpajHIn62F8O_500.png At least it’s nice that they let me know.
November 16th, 2007 / Trackback / Comments

Chris Heathcote on Services vs Tools vs Experiences

“Experience design dogma tends to teach designing for one person – if it’s good, it will draw in others. This might apply for niche services and products, but for the mass-market, I have changed my mind: it’s bullshit.”

Chris Heathcote: anti-mega: service design notes: tools, not services

November 15th, 2007 / Trackback / Comments
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