Managing Customer Value
The difference between the thought process embedded in EDCA (Service Design) and the other disciplines of Lean can be summed up in one word: Empathy! It is a major differentiator between the traditional process methodologies of Six Sigma, and I say this tongue–in-cheek, Lean. Many times when you review Design for Six Sigma, Lean Startup, Read More …
SDCA and PDCA prepare you to maximize EDCA or Design. I like to use the term EDCA learned from Graham Hill to designate the Explore aspect of Lean. I view it as more of Design Type thinking content that allows for that collaborative learning cycle with a customer. Design and Innovation takes place outside the Read More …
In the 1970s, Aaron Marcus programmed a prototype desktop publishing page layout application for the Picturephone ™ at AT&T Bell Labs. He became the first designer to program virtual reality art-spaces while a faculty member at Princeton University, and directed an international team of visual communicators as a Research Fellow at the East-West Center in Read More …
Dave Malouf, @daveixd, is currently the Manager of Product Design at Rackspace, the open hosting company (RAX). They are responsible for all the administrative control panels for our Infrastructure as a Service, Management as a Service, Platform as a Service, and Networks as a Service system. Dave has been working primarily in Internet front-end design Read More …
Sylvain Cottong has spent his career at the intersections of business, society, technology, science & culture, with the value of design for process, service & product development and more generally with leadership & innovation. This was an enlightening podcast that I go back and review often. Related Podcast and Transcription: Service Design Is More About Read More …
Anne Morriss is the best-selling co-author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business and in a past podcast, I asked her, “ If you had to choose just one take away from your book, what would it be?” This led to the following excerpt. Related Podcast and Read More …