At the ASQ 2013 Service Conference, this week, I had the honor of giving a sixty-minute presentation on Lean Service Design. All the participants of my presentation received a CD that contained my Lean Service Design Program. This is the slidedeck from the presentation. Lean Service Design Presentation at ASQ Service Quality Conference from Business901 Read More …
When I first started in consulting, I spent a lot of time going to network meetings in town. It was the thing to do at the time. What I came to realize is that everyone had a product/service for my customer. Few of my services fit their companies. So, what happened is that I had Read More …
Of course, most of us are big fans of Malcolm Gladwell. He had delivered some of the best TED talks and this story, The unheard story of David and Goliath is another one. I have used David and Goliath in many examples for other reasons and I am certainly happy to have this one as Read More …
Many of us when we think about User Personas, Buyer Personas, User-Experience Design or whatever flavor we would like to call it, feel that it is this mysterious process that is highly technical or very creative. Well the truth is that you can make it whatever you would want but the best User Personas are Read More …
Lean Service Design changes the way you think about business. No longer can companies focus their efforts on process improvements. Instead, they must engage the customer in use of their product/service rather than analyzing tasks for improvement. We no longer build and hope that there is a demand. We must create demand through the services Read More …
How many User (Buyer) Personas do you create? When introducing User (Buyer) Personas to an organization, I like to move away from trying to determine the “Ideal Client” type initially. What I like to do is post clients (with their personas) in the matrix below. For example, I use a matrix very similar to the Read More …