90-Day Lean Service Design Program (Exploration)

This is an A3/Canvas outline I have used for introducing a Service Design project with a Lean umbrella. It depicts the online/offline program that is conducted over 90-days. Typically, I would recommend several more follow up session after the initial period as we take the selected prototype through PDCA and eventually SDCA. A common misinterpretation is the Read More …

Is a Collaboration between Marketing and Human Resources needed?

Is your growth being limited by people development? The past 6 months I have been involved in the domain of Human Resources working with companies in both the SaaS environment and Event Management fields. Before this most of my area in people development had centered on the onboarding aspect. These areas show strikingly a bit Read More …

The Job Map of an Employee’s Core Functional Job

I have always challenged people when making Customer Journey Maps and all those Personas that they should start by doing a few of them internally within the company. Get some feedback and try to determine how valid they are. Not so surprisingly, they consider a waste of time and hurry back to the Buyer or Read More …

Customer Experience Mimics The Employee Experience

We talk a lot about Customer Centricity and the Customer Experience. In fact, entire industries have been built on this thinking. I am a big advocate of it and in the past took the deeper dive into Service-Dominant Logic and Service Design and transforming it into my thinking, Lean Service Design.  The truth is in Read More …

Value Proposition in Service Design

Cindy Barnes co-authored the book, Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit: It provides guidance for business leaders – demonstrating why having a strong value proposition is so important for a company. This practical title shows readers how to build, deliver and harness value propositions to create profitable growth for a Read More …