Customer-Driven Transformation: How Being Design-Led Helps Companies Get the Right Services to Market

ISBN-13: 9780749483012 / Angielski / Miękka / 2018 / 216 str.

Joe Heapy; Oliver King; James Samperi

Opis

Transform your company's value proposition by using design thinking to instigate organisational change and creating winning services with this actionable guide.

Recenzje

"For anyone who seeks to improve their services, let this book be your design-led guide. It will enable you to truly transform your services by staging engaging, personal and memorable - even beautiful - experiences." B Joseph Pine II, co-author, The Experience Economy

Spis treści

• Section - 00: Introduction;
• Section - PART ONE: The challenges;
• Section - 01: The challenge of outside-in;
• Section - 02: The challenge of vision;
• Section - 03: The challenge of fast and slow;
• Section - 04: The challenge of emotion;
• Section - 05: The challenge of distinctiveness;
• Section - 06: The challenge of change;
• Section - PART TWO: The skills;
• Section - 07: Create a compelling vision;
• Section - 08: Design your service beautifully;
• Section - 09: Develop a clear value case;
• Section - 10: Make it ready to build;
• Section - 11: Create the right conditions;
• Section - 12: Run engaging projects;
• Section - 13: Think like a Designer;
• Section - 14: Conclusion;

O autorze

Joe Heapy and Oliver King co-founded Engine Service Design and were some of the first designers approaching transformational change with design thinking. They have managed countless design-led change programmes with corporations including Bupa, National Grid and Finnair. They are advocates of design thinking for business and champion the approach through the media and academia, helping to shape how this approach is taught to future leaders. Along with Joe Heapy, Oliver King co-founded Engine Service Design and were some of the first designers approaching transformational change with design thinking. They have managed countless design-led change programmes with corporations including Bupa, National Grid and Finnair. They are advocates of design thinking for business and champion the approach through the media and academia, helping to shape how this approach is taught to future leaders. James Samperi is a director at Engine Service Design. Having led large projects in all major sectors for seven years, James now runs Engine's largest Dubai-based programme of work.