Aaron Martlage is giving a presentation at the IA Summit "Code blue: How
service design can revolutionize patient care in hospitals" that you might
want to see.
(http://www.iasummit.org/proceedings/2008/code_blue_how_service_design_c)
Richard
[EMAIL PROTECTED] wrote on 02/26/2008 07:54:59
AM:
> My recommendation would be to look further into Service Design - the
> way that a Service is designed across multiple channels and the
> points where technology and people are interacting with end-users to
> provide that service.
>
> http://www.businessweek.
> com/technology/content/jan2005/tc20050121_8020.htm?chan=search
> http://www.designcouncil.org.uk/en/About-Design/Design-
> Disciplines/Service-design-by-Bill-Hollins/
>
> Claire Rowland spoke about it at EuroIA last year - the site seems
> to be down this afternoon, otherwise I'd provide a link.
>
> Mags
>
> ----------------------------------------------------
>
> Mags Hanley
> Email: [EMAIL PROTECTED]
> Mobile: +44 7789 132726
>
> ----- Original Message ----
> From: Joe Sokohl <[EMAIL PROTECTED]>
> To: [EMAIL PROTECTED]
> Sent: Friday, 22 February, 2008 12:35:13 PM
> Subject: [Ux-Management] Transformational User Experience
>
> Hi all,
>
> My company (or at least my architectural division) is focusing on
> "tranformational accounts"--transforming the way businesses work.
> They are selling this pretty heavily, and they're looking for me to
> come up with how the user experience team fits in this. I'm
> struggling to understand the BizSpeak. There's a lot of "synergy
> this" and "tranform that" that makes little to know sense.
>
> Still, it's where I gotta play. So do you have any thoughts on how UX
> transforms business? More importantly, I'm thinking that business
> consultants transform business, while UX consultants transform the
> experience that the businesses users encounter...something more
> radical than simply a single application's UX design. Looking at more
> of a program approach.
>
> In effect, I'd like to get some ideas on sources, articles, thoughts,
> brainstorm, and so on around this space. I'm taking some of Lou
> Rosenfeld's Enterprise IA stuff (good stuff there!), but even that
> approach seems more tactical than strategic. It's hard for me to get
> out from under the idea that, at the end of the day, UX consultants
> still talk to users in their context doing real stuff and then create
> the design to help users accomplish goals.
>
> Any thoughts or ideas are most, most appreciated.
>
> best,
>
> joe
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