This Is Service Design Doing

This Is Service Design Doing PDF

Author: Marc Stickdorn

Publisher: "O'Reilly Media, Inc."

Published: 2018-01-02

Total Pages: 1341

ISBN-13: 1491927135

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How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Seeing What Others Don't

Seeing What Others Don't PDF

Author: Gary Klein

Publisher: PublicAffairs

Published: 2013-06-25

Total Pages: 304

ISBN-13: 1610392752

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A renowned cognitive psychologist reveals the science behind achieving breakthrough discoveries, allowing readers to confidently solve problems, improve decision-making, and achieve success. Insights-like Darwin's understanding of the way evolution actually works, and Watson and Crick's breakthrough discoveries about the structure of DNA-can change the world. Yet we know very little about when, why, or how insights are formed-or what blocks them. In Seeing What Others Don't, Gary Klein unravels the mystery. Klein is a keen observer of people in their natural settings-scientists, businesspeople, firefighters, police officers, soldiers, family members, friends, himself-and uses a marvelous variety of stories to illuminate his research into what insights are and how they happen. What, for example, enabled Harry Markopolos to put the finger on Bernie Madoff? How did Dr. Michael Gottlieb make the connections between different patients that allowed him to publish the first announcement of the AIDS epidemic? How did Martin Chalfie come up with a million-dollar idea (and a Nobel Prize) for a natural flashlight that enabled researchers to look inside living organisms to watch biological processes in action? Klein also dissects impediments to insight, such as when organizations claim to value employee creativity and to encourage breakthroughs but in reality block disruptive ideas and prioritize avoidance of mistakes. Or when information technology systems are "dumb by design" and block potential discoveries. Both scientifically sophisticated and fun to read, Seeing What Others Don't shows that insight is not just a "eureka!" moment but a whole new way of understanding.

The Routledge Handbook of Service Research Insights and Ideas

The Routledge Handbook of Service Research Insights and Ideas PDF

Author: Eileen Bridges

Publisher: Routledge

Published: 2020-04-02

Total Pages: 587

ISBN-13: 135124521X

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The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research. Original chapters from the world’s leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience. This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.

Data Insights

Data Insights PDF

Author: Hunter Whitney

Publisher: Newnes

Published: 2012-11-27

Total Pages: 321

ISBN-13: 0123877946

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Data Insights: New Ways to Visualize and Make Sense of Data offers thought-provoking insights into how visualization can foster a clearer and more comprehensive understanding of data. The book offers perspectives from people with different backgrounds, including data scientists, statisticians, painters, and writers. It argues that all data is useless, or misleading, if we do not know what it means.Organized into seven chapters, the book explores some of the ways that data visualization and other emerging approaches can make data meaningful and therefore useful. It also discusses some fundamental ideas and basic questions in the data lifecycle; the process of interactions between people, data, and displays that lead to better questions and more useful answers; and the fundamentals, origins, and purposes of the basic building blocks that are used in data visualization. The reader is introduced to tried and true approaches to understanding users in the context of user interface design, how communications can get distorted, and how data visualization is related to thinking machines. Finally, the book looks at the future of data visualization by assessing its strengths and weaknesses. Case studies from business analytics, healthcare, network monitoring, security, and games, among others, as well as illustrations, thought-provoking quotes, and real-world examples are included.This book will prove useful to computer professionals, technical marketing professionals, content strategists, Web and product designers, and researchers. Demonstrates, with a variety of case studies, how visualizations can foster a clearer and more comprehensive understanding of data Answers the question, "How can data visualization help me?" with discussions of how it fits into a wide array of purposes and situations Makes the case that data visualization is not just about technology; it also involves a deeply human process

Turning Ideas Into Impact

Turning Ideas Into Impact PDF

Author: Russell Brand

Publisher: Thinkaha

Published: 2020-01-14

Total Pages: 202

ISBN-13: 9781616993450

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Our 16 authors offer you a competitive advantage in the business world and an alternative to that treacherous valley. Dive into the Silicon Valley magic by reading one of our chapters.

Volunteer Engagement 2.0

Volunteer Engagement 2.0 PDF

Author: Robert J. Rosenthal

Publisher: John Wiley & Sons

Published: 2015-05-26

Total Pages: 390

ISBN-13: 1118931882

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VolunteerMatch taps expert knowledge from today's volunteerism professionals to help nonprofits take a more inventive approach to volunteer engagement Volunteer Engagement 2.0: Ideas and Insights Changing the World shows you many of the innovative approaches to engaging volunteers that are reshaping nonprofits, volunteer programs, and communities around the world — and how you can bring these changes to your own organization. Curated and edited by VolunteerMatch, the Web's most popular volunteer engagement network, these transformative strategies and practices are already being used by innovative nonprofit, government, and business sector leaders in volunteering — and they represent many of the future trends in volunteerism. This insightful collection contains actionable advice on strengthening volunteering at your organization as well as broader explorations on the nature of opening organizations to volunteers to show you how to create a new volunteerism model that supports your organization's mission and programs. Among other things, you'll learn how to attract millennials and baby boomers to your cause, the best ways to partner with corporate and pro bono volunteer programs, why micro volunteering may be the future of online giving, what's new in national service, why your supporters are a largely untapped goldmine of fundraising success, and what trends will drive volunteering in the future. For more than 15 years VolunteerMatch has had unprecedented access to leading innovators in the nonprofit, government, and corporate sectors. In this book, you'll share that access as you explore the ideas, strategies, and insights that will boost volunteer engagement today and in the future. Learn what trends and ideas are reshaping volunteer engagement today Reconsider your volunteer model to reflect your organization's mission Find out what the leading thinkers predict will drive volunteering in the future Optimize volunteer recruitment, screening, orientation, and training Understand and cater to the motivations of your volunteers The world of volunteering is changing and there has never been a better moment to engage the time and talent of those who support your cause. How will your nonprofit grow and thrive with the help of volunteers? Volunteer Engagement 2.0: Ideas and Insights Changing the World provides the innovation and inspiration, you just need to supply the action.

The Eureka Factor

The Eureka Factor PDF

Author: John Kounios

Publisher: Random House

Published: 2015-04-14

Total Pages: 239

ISBN-13: 0679645292

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In a book perfect for readers of Charles Duhigg’s The Power of Habit, David Eagleman’s Incognito, and Leonard Mlodinow’s Subliminal, the cognitive neuroscientists who discovered how the brain has aha moments—sudden creative insights—explain how they happen, when we need them, and how we can have more of them to enrich our lives and empower personal and professional success. Eureka or aha moments are sudden realizations that expand our understanding of the world and ourselves, conferring both personal growth and practical advantage. Such creative insights, as psychological scientists call them, were what conveyed an important discovery in the science of genetics to Nobel laureate Barbara McClintock, the melody of a Beatles ballad to Paul McCartney, and an understanding of the cause of human suffering to the Buddha. But these moments of clarity are not given only to the famous. Anyone can have them. In The Eureka Factor, John Kounios and Mark Beeman explain how insights arise and what the scientific research says about stimulating more of them. They discuss how various conditions affect the likelihood of your having an insight, when insight is helpful and when deliberate methodical thought is better suited to a task, what the relationship is between insight and intuition, and how the brain’s right hemisphere contributes to creative thought. Written in a lively, engaging style, this book goes beyond scientific principles to offer productive techniques for realizing your creative potential—at home and at work. The authors provide compelling anecdotes to illustrate how eureka experiences can be a key factor in your life. Attend a dinner party with Christopher Columbus to learn why we need insights. Go to a baseball game with the director of a classic Disney Pixar movie to learn about one important type of aha moment. Observe the behind-the-scenes arrangements for an Elvis Presley concert to learn why the timing of insights is crucial. Accessible and compelling, The Eureka Factor is a fascinating look at the human brain and its seemingly infinite capacity to surprise us. Praise for The Eureka Factor “Delicious . . . In The Eureka Factor, neuroscientists John Kounios and Mark Beeman give many other examples of [a] kind of lightning bolt of insight, but back this up with the latest brain-imaging research.”—Newsweek “An incredible accomplishment . . . [The Eureka Factor] is not just a chronicle of the journey that numerous scientists (including the authors) have taken to examine insight but is also a fascinating guide to how advances in science are made in general. Messrs. Kounios and Beeman examine how a parade of clever experiments can be designed to answer specific questions and rule out alternative possibilities. . . . Wonderful ideas appear as if out of nowhere—and we are delighted.”—The Wall Street Journal “An excellent title for those interested in neuroscience or creativity . . . The writing is engaging and readable, mixing stories of famous perceptions with explanations of how such revelations happen.”—Library Journal (starred review) “A lively and accessible ‘brain’ book with wide appeal.”—Booklist “[An] ingenious, thoughtful update on how the mind works.”—Kirkus Reviews “The Eureka Factor presents a fascinating and illuminating account of the creative process and how to foster it.”—James J. Heckman, Nobel laureate in economics

Human Frontiers

Human Frontiers PDF

Author: Michael Bhaskar

Publisher: MIT Press

Published: 2022-08-02

Total Pages: 433

ISBN-13: 0262545101

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Why has the flow of big, world-changing ideas slowed down? A provocative look at what happens next at the frontiers of human knowledge. The history of humanity is the history of big ideas that expand our frontiers—from the wheel to space flight, cave painting to the massively multiplayer game, monotheistic religion to quantum theory. And yet for the past few decades, apart from a rush of new gadgets and the explosion of digital technology, world-changing ideas have been harder to come by. Since the 1970s, big ideas have happened incrementally—recycled, focused in narrow bands of innovation. In this provocative book, Michael Bhaskar looks at why the flow of big, world-changing ideas has slowed, and what this means for the future. Bhaskar argues that the challenge at the frontiers of knowledge has arisen not because we are unimaginative and bad at realizing big ideas but because we have already pushed so far. If we compare the world of our great-great-great-grandparents to ours today, we can see how a series of transformative ideas revolutionized almost everything in just a century and a half. But recently, because of short-termism, risk aversion, and fractious decision making, we have built a cautious, unimaginative world. Bhaskar shows how we can start to expand the frontier again by thinking big—embarking on the next Universal Declaration of Human Rights or Apollo mission—and embracing change.