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Putting People First

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Search results for 'beuker'
9 December 2010

Book: This is Service Design Thinking

This is Service Design Thinking
This is Service Design Thinking: Basics – Tools – Cases
by Jakob Schneider and Marc Stickdorn
Book Industry Services (BIS)
16 Dec 2010
Hardcover, 376 pages
Publisher’s pageBook blogAmazon page

This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking.

A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book.

It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals. Besides an introduction to service design thinking through five basic principles, a selection of individual perspectives demonstrate the similarities and differences between various disciplines involved in the design of services. Additionally, the book outlines an iterative design process and showcases 25 adaptable service design tools, exemplifying the practice of service design with five international case studies. The book concludes with an insight into the current state of service design research and sets service design thinking in a philosophical context.

In collaboration with: (in alphabetical order) Kate Andrews (UK), Beatriz Belmonte (E), Ralf Beuker (GER), Fergus Bisset (UK), Kate Blackmon (UK), Johan Blomkvist (SE), Simon Clatworthy (NO), Lauren Currie (UK), Sarah Drummond (UK), Jamin Hegeman (USA), Stefan Holmlid (SE), Luke Kelly (NL), Lucy Kimbell (UK), Satu Miettinen (FI), Asier Pérez (E), Bas Raijmakers (NL), Jakob Schneider (GER), Fabian Segelström (SE), Marc Stickdorn (A), Renato Troncon (IT), Geke van Dijk (NL), Arne van Oosterom (NL), and Erik Widmark (S).

(via AHOi!)

> Book review

5 April 2009

Debunking myths about customer needs

Debunking myths about customer needs
Marketing Management is a bi-monthly strategic marketing magazine published by the American Marketing Association.

The Jan-Feb issue contained a very strong piece by Lance A. Bettencourt on giving customers the proper role in the innovation process by forming correct beliefs about their needs.

“Vague, solution-tainted requirement statements have led practitioners and academics alike to believe several myths about the nature of customer needs. Based on our experiences with companies across a variety of industries, my colleagues and I have identified five myths that have a particularly pernicious effect. Like all myths, they have a basis in reality, but their unquestioned acceptance as truth is leading many companies astray—leading to wasted resources, disjointed innovation executions, missed growth opportunities, and product concepts that miss the mark with customers. It’s time to expose each myth and reestablish a proper valuation of customer needs in the strategy and innovation process.”

Read full story (pdf)

(via Ralf Beuker)

23 July 2008

In three years…

Experientia
Three years ago we founded Experientia. It has been a very exciting ride since.

In three years we worked with some of the best companies in the field and some of the best people too.

Here they are in alphabetical order:

Our clients
Alcatel-Lucent (France, Spain), Area Association (Italy), Arits Consulting (Belgium), AVIS (Italy), Barclays (Italy, UK), Blyk (Finland, UK), Cittadellarte (Italy), City of Genk (Belgium), Condé Nast (Italy), Conifer Research (USA), CSI (Italy), CVS-Pharmacy (USA), Design Flanders (Belgium), Deutsche Telekom (Germany), Expedia (UK), Facem (Italy), Fidelity International (UK), Finmeccanica (Italy), Flanders in Shape (Belgium), Haier (China), Hewlett Packard (India), IEDC-Bled School of Management (Slovenia), IKS-Core Consulting (Italy), Istud Foundation (Italy), Kodak (USA), LAit (Italy), Last Minute (UK), Max Mara (Italy), Media & Design Academy (Belgium), Microsoft (USA), Motorola (USA), MPG Ferrero (Italy), Nokia (Denmark, France, Finland), Research in Motion (Canada), Samsung (Italy, Korea, UK), Swisscom (Switzerland), Tandem Seven (USA), Torino World Design Capital (Italy), Voce di Romagna (Italy), Vodafone (Germany, Italy, UK), and Whirlpool (UK).

Our collaborators (interns, consultants and staff)
Sven Adolph, Ana Camila Amorim, Andrea Arosio, An Beckers-Vanderbeeken, Josef ‘Yosi’ Bercovitch, Enrico Bergese, Niti Bhan, Elena Bobbola, Janina Boesch, Giovanni Buono, Donatella Capretti, Manlio Cavallaro, Gaurav Chadha, Dave Chiu, Raffaella Citterio, Sarah Conigliaro, Piermaria Cosina, Marco Costacurta, Laura Cunningham, Regine Debatty, Stefano Dominici, Saulo Dourado, Tal Drori, Dina Mohamed El-Sayed, Marion Froehlich, Giuseppe Gavazza, Valeria Gemello, Michele Giannasi, Young-Eun Han, Vanessa Harden, Yasmina Haryono, Bernd Hitzeroth, Juin-Yi ‘Suno’ Huang, Tom Kahrl, Erez Kikin-Gil, Ruth Kikin-Gil, Helena Kraus, Francesca Labrini, Alberto Lagna, Shadi Lahham, Jörg Liebsch, Cristina Lobnik, Maya Lotan, Ofer Luft, Davide Marazita, Claude Martin, Camilla Masala, Myriel Milicevic, Kim Mingo, Emanuela Miretti, Massimo Morelli, Peter Morville, Muzayun Mukhtar, Giorgio Olivero, Pablo Onnias, Hector Ouilhet, Christian Pallino, Giorgio Partesana, Magda Passarella, Romina Pastorelli, Danilo Penna, Andrea Piccolo, Rachelly Plaut, Laura Polazzi, Laura Puppo, Alain Regnier, Enza Reina, Anna Rink, Michal Rinott, Silvana Rosso, Emanuela Sabena, Vera de Sa-Varanda, Craig Schinnerer, Fabio Sergio, Manuela Serra, Sofia Shores, Massimo Sirelli, Natasha Sopieva, Yaniv Steiner, Riccardo Strobbia, Victor Szilagyi, David Tait, Beverly Tang, Akemi Tazaki, Luca Troisi, Raymond Turner, Haraldur Unnarsson, Ilaria Urbinati, Carlo Valbonesi, Marcello Varaldi, Giorgio Venturi, Anna Vilchis, Dvorit Weinheber, Alexander Wiethoff, Junu Joseph Yang, and Mario Zannone.

Our partners
Amberlight, Design for Lucy, Fecit, Finsa, Flow Interactive, Foviance, Italia 150, Launch Institute, Prospect, Savigny Research, Syzygy, Torino World Design Capital, UPA, URN, Usability Partners International, Usercentric, UserFocus, User Interface Design, and UXnet.

Our friends (insofar not covered by the above)
Nik Baerten, Valerie Bauwens, Toon Berckmoes, Ralf Beuker, Marco Bevolo, Daniella Botta, Stefana Broadbent, Francesco Cara, Jan Chipchase, Allan Chochinov, Elizabeth Churchill, Gillian Crampton-Smith, Regine Debatty, Federico De Giuli, Jesse James Garrett, Adam Greenfield, Hubert Guillaud, Wilfried Grommen, Laurent Haug, Bob Jacobson, Marguerite Kahrl, Anna Kirah, Simona Lodi, Peter Merholz, Bill Moggridge, Donald Norman, Nicolas Nova, Bruce Nussbaum, Laura Orestano, Vittorio Pasteris, Gianluigi Perotto, Carlo Ratti, Hans Robertus, Bruce Sterling, John Thackara, Joannes Vandermeulen, Lowie Vermeersch, Judy Wert, and Younghee Yung.

Thanks to you all!

Pierpaolo Perotto, Mark Vanderbeeken, Michele Visciola and Jan-Christoph Zoels
The Experientia partners

PS. We are constantly looking for great talent! We currently have openings for interaction designers, communication designer, information architect, IT staff, usability consultants, etc.

4 September 2007

People regularly featured on this blog

In alphabetical order:

A
Marko Ahtisaari
Ken Anderson

B
Nik Baerten
Genevieve Bell
Chris Bernard
Tim Berners-Lee
Ralf Beuker
Nina Boesch
Danah Boyd
Stefana Broadbent
Tyler Brûlé
Bill Buxton

C
Jan Chipchase
Hilary Cottam
Mihaly Csikszentmihalyi
Alistair Curtis

D
Uday Dandavate
Liz Danzico
Regine Debatty
Paul Dourish

E
Jyri Engeström
Richard Eisermann

G
Jesse James Garrett
Fabien Girardin
Anand Giridharadas
Bruno Giussani
Adam Greenfield

H
Laurent Haug

I
Mizuko Ito

J
Bob Jacobson
Matt Jones

K
Jonathan Kestenbaum
Anne Kirah
Dirk Knemeyer
Jon Kolko
Mike Kuniavsky

L
Loïc Lemeur
Dan Lockton
Victor Lombardi

M
Nico Macdonald
John Maeda
Ranjit Makkuni
Ezio Manzini
Roger Martin
Stefano Marzano
Simona Maschi
Bruce Mau
Grant McCracken
Jess McMullin
Peter Merholz
Crysta Metcalf
Bill Moggridge
Peter Morville
Ulla-Maaria Mutanen

N
Jakob Nielsen
Donald Norman
Nicolas Nova
Bruce Nussbaum

P
Steve Portigal

R
Carlo Ratti
Howard Rheingold
Louis Rosenfeld
Stephen Rustow

S
Dan Saffer
Nathan Shedroff
Jared Spool
Yaniv Steiner
Bruce Sterling

T
John Thackara

V
Marco van Hout
Rob van Kranenburg
Mark Vanderbeeken
Joannes Vandermeulen
Jeffrey Veen
Timo Veikkola
Michele Visciola
Eric von Hippel

W
Tricia Wang
Luke Wroblewski

Z
Paola Zini
Jan-Christoph Zoels

15 September 2006

Belgian experience design lab getting off the ground

Media & Design Academy - Experience Design Lab
One of the exciting initiaves within the Belgian C-Mine project is a new Experience Design Lab within the Media & Design Academy, a platform with the double function of integrating and transforming the various disciplines of the academy, and enabling the school to reach out to and collaborate with the social and economic tissue of the region they are in, through a new and engaging vision.

To better define the vision and the concept of the lab, the academy has invited some authorities in the field for a one day conference on Friday 29 September. Nathan Shedroff will deliver the keynote address. Other speakers include:

Experientia partner Mark Vanderbeeken myself will moderate one of the sessions. The project is guided by academy director Henk Heuts, project manager Jan Louis De Bruyn and programme manager Virginia Tassinari. Virginia, who only last year moved to Belgium from Italy, coordinates the content development of the lab and is one of the driving forces behind its visioning.

The event, which will be held in English, is open to an interested public, so if you are near that area, do register on their website.

The Experience Design Lab and the C-Mine project in general are endeavours close to our heart, since they are sited in an area Mark grew up in, embody a social and engaged vision of design, and are driven by a dynamic group of young people.

3 May 2006

A thank you for all those nice words

Experientia
With this post, I just want to publicly thank all those who have written nice words about Putting People First, especially after the recent relaunch.

These include Bruce Nussbaum (also here), David Armano, Alan Chochinov, Ralf Beuker (also here), Rudy De Waele, Bob Jacobson, Nicolas Nova, Paul Greenberg, Matt Zellmer, Kristi Olson, Peter J. Bogaards, Susan Abott, Richard Linington, Paula Thornton and of course Régine Debatty. (I hope I didn’t forget anyone). Also thanks to Mike Young of Logdy and Jeffrey Veen of MeasureMap with their help in letting me experiment with their web analytics services.

For those who have Putting People First in their blogroll, please don’t forget to update the link from blog.vanderbeeken.com to www.experientia.com/blog.

19 April 2006

Think NewB+NewD – Understanding the new Zollverein School

Prof. Dr. Ralph Bruder
GK VanPatter, co-founder of the NextDesign Leadership Institute, just interviewed Prof. Dr. Ralph Bruder, founding president of the Zollverein School of Management and Design.

The Zollverein School is the only research and educational institute of its kind in Europe. Its interdisciplinary programme seeks to teach students both management and design skills in an innovative way.

The former coalmine area of Zollverein has become a symbol of structural change in the Ruhrgebiet of Germany. The large scale interventions taking place there are an example of how creative industries can become the engine of economic transformation.

- Read (and download) interview
- Interview background by Ralf Beuker

9 February 2006

Zollverein School of Management and Design

Zollverein
International professional development and training for professionals working in management and design.

The Zollverein School of Management and Design is the only research and educational institute of its kind in Europe. The school was founded in 2004 and its first international MBA degree course in Business Design got underway in February 2005. The course’s interdisciplinary programme seeks to teach students both management and design skills in an innovative way. All courses offered by the Zollverein School focus on the practical rather than on the theoretical.

The school has its own blog (which just featured Putting People First). It is run by Ralf Beuker of the Vol. 2: Design Management blog.

18 January 2006

What others are saying

Scandinavian Design Center, Sweden
“One of five highlighted international blogs on design”

Danish Design Center – 27 September 2006
“One of 10 design blogs worth visiting”

Bruce Nussbaum [Business Week] – 12 June 2006
“One of my favorite blogs”

David Armano [experience designer | associate creative director for Digitas] – 2 May 2006
“Mark is another individual who is doing great things for design and business. If you’re into Experience Design, Mark’s blog should be on your list of reading material. And he keeps his blog fresh daily. I don’t know how he does it.”

Bruce Nussbaum [Business Week] – 2 May 2006
“Check out Mark Vanderbeeken’s redesigned blog ‘putting people first’. It focuses on consumer experiences but has a lot more interesting stuff on innovation. The redesign is beautifully done. Clear information design. Also check out Mark’s latest project, Experentia.com.”

Alan Chochinov [Core77's Design Blog] – 19 April 2006
“Mark Vanderbeeken’s excellent blog has been relaunched (from TypePad to WordPress, for those who are counting), nicely designed by Jan-Christoph Zoels and Janina Boesch, and teched up by Beverly Tang. As usual, the site provides fantastic posts dealing with experience design, user experience, and innovation, but now there’s a crazy-comprehensive index bar at the top and a “guest house” running down the right side, featuring guest bloggers and news from Experientia.”

Ralf Beuker [Zollverein School of Management and Design] – 19 April 2006
“The range of topics PPF addresses is somehow enormous and a look at their comprehensive list of blog categories gives you a good idea what Mark and his colleagues have addressed in the past.”

Rudy De Waele [m-trends] – 19 April 2006
“I really enjoy your blog, it’s one of my regular ‘not to miss’ weekly stops in blogland.”

Bob Jacobson [Total Experience | Bluefire Consulting | Cayenne Consulting] – 19 February 2006
“Mark occupies a nexus within the emerging experience-design profession and community. His reportage and practice are essential to the field. Top flight.”

Ralf Beuker [Zollverein School of Management and Design] – 8 February 2006
“Mark is one of the fastest bloggers I’ve met so far. He seems to have his right & left brain directly connected to the keyboard of his computer and instantly posts on his blog “Putting People First” whenever a webnews in the field of experience design gets to his attention.”

Bob Jacobson [Total Experience] – 22 January 2006
“An excellent new blog [that] puts a uniquely continental twist on the meaning and practice of experience design.”

Rudy De Waele [m-trends] – 12 January 2006
“Your blog is excellent and is becoming one of the key references in usability and experience design.”

Nicolas Nova [Pasta and Vinegar | LIFT conference] – 6 January 2006
“I like to peruse your blog a lot; it offers compelling insights about user-centered design and innovation”

Paul Greenberg [President, The 56 Group LLC] – 20 December 2005
“Graham [Hill] sent me an email this morning and attached to it was a link to a posting in The Customer Experience Management blog, “Putting People First” run by Mark Vanderbeeken of Experientia. The blog itself is interesting and I would recommend you take a look at it, but what the post concerns itself with is a pretty complete listing of the blogs and companies that are associated with CEM. I’d be filing this list away if I were you.”

Matt Zellmer [Project Manager, Sun Microsystems] – 13 December 2005
“In the past couple of months some new resources worthy of a mention have come to my attention. One is a blog called “Putting People First” authored by Mark Vanderbeeken which I’ve found to have some great thoughts and information. Another is a post on Putting People First with links to some great experience design-related resources including some Del.icio.us lists Mark has assembled. (Thanks Mark!).”

Kristi Olson [User Experience Research Consultant, Target] – 10 December 2005
“Just an fyi that I think you always post the *best* articles on your blog. Thanks! Please keep it up!”

Peter J. Bogaards [Founder, BogieLand] – 23 November 2005
“Nice to notice that you are so active within the community of UX. I really like your blog: up-to-date, great editorial choice and well-connected.”

Bruce Nussbaum [Business Week] – 6 November 2005
“A massive innovation blog from a design experience company – Mark Vanderbeeken trackbacked me and I checked out his company’s blog–wow. It has a long list of innovation blogs that may prove valuable to anyone interested in experience design, innovation and design in generation. Vanderbeeken is one of four partners in Experientia, a Turin-based consultancy.”

Susan Abbott [Customer Experience Crossroads] – 24 September 2005
“A very interesting blog, don’t go there if you only have five minutes.”

Richard Linington [Experience Research] – 1 September 2005
“Just a short email to say that your blog is an absolutely brilliant resource.”