Please enable JavaScript.

Coggle requires JavaScript to display documents.

GIGA-mapping, creating an "information cloud", Design thinking,…

- - - - academic publications
        
        Economics
        
        Gallouj & Weinstein's Characteristics
        
        "service seldom exist autonomously"
        
        production of services
        
        cooperation between provider and client
        
        standardisation of the process
        
        confusion between
        
        2 more items...
        
        4 interacting sets of characteristics
        
        service ("user's point of view")
        
        technical
        
        3 more items...
        
        Provider's competence
        
        Customer competence
        
        Engeneering
        
        Marketing
        
        Shostack's evidence
        
        service eveidence
        
        peripheral evidence
        
        tangible, have little independent value
        
        can be owned by customers (ex. tickets)
        
        essential
        
        can't be owned by customers
        
        have crucial value (ex. aircraft)
        
        Management
        
        Edvardsson & Olsson's Prerequisites
        
        service outcome
        
        customers perceive & value as a result
        
        tangible & intagible
        
        temporary & lasting
        
        customer process
        
        active participation of customers in production process
        
        service prerequisits
        
        resources needed
        
        components
        
        3 more items...
        
        Ramaswamy's processes
        
        "service is sequence of activities that provide functions, chronologically organised as a unity"
        
        activities
        
        service operations activities
        
        1 more item...
        
        customer service activities
        
        1 more item...
        
        alternating key design dimensions
        
        solution alternatives
        
        1 more item...
      - exchange relations between stakeholders
        
        establish the context
        
        attribute the roles
      - service production activities
        
        interface
        
        tangible evident to bodily senses
        
        materialises the exchange
        
        Bonsiepe's Approach to interface
        
        how users are connected to the world
        
        the interface creates the tool: in relation to the context
        
        establishes the context
        
        interface
        
        user
        
        actions
        
        tools
        
        Post-phenomenological Approach
        
        embodiment relations
        
        service as an extension of the baby
        
        hermeneutic relations
        
        technology perceives the world for the user
        
        alterity relations
        
        object/service of my focus
        
        background relations
        
        context/environment of the activity
        
        infrastructure
        
        hidden processes
    - - representation types
  - - - get the bit
        
        observe the system
        
        study the history of the system
      - study the value the system deliver
      - challenge your perception of the system
      - study by trial and error
      - clean information streams
      - track responsibility
      - create feedback loops for feedback loops
      - prioritise what's important rather then what's quantifiable
      - prioritise good for the whole
      - extend timeframe to receive outcomes of actions
      - study how system connects to other systems
      - appreciate complexity of the system
      - avoid weighting the bad news heavier than the good news
    - - interconnectedness
        
        relationships
        
        feedback loops
      - synthesis
        
        ability to see interconnectedness
        
        understanding the whole & its parts simultaneously
        
        2 feedback loops types
        
        reinforcing
        
        balancing
        
        causality
      - outcome of the interactions
      - system mapping
  - - - types of innovation
        
        routine innovation
        
        customer based
        
        disruptive innovation
        
        new business model = disrupts the business model of the competitiors
        
        Radical innovation
        
        New technology
        
        architectural innovation
        
        techno & business model disruptions
      - resource allocation based on
        
        the rate of technological change
        
        magnitude of the technological opportunity
        
        intensity of the competition
        
        rate of growth in core markets
        
        degree of responding to customer needs
        
        company's strength
      - Essential tasks
        
        managing trade-offs
        
        co-creation (customer involvement)
        
        BUT may not lead to radical innovation
        
        demand-pull
        
        attempt to solve highly challenging problems with company's cutting edge technology
        
        supply-push approach
        
        create technology THEN build the market
        
        crowdsourcing (technology-IT)
        
        create value for customers and then explain it to the organization
        
        create high-level plan for allocating resources
        
        innovation strategies MUST evolve
        
        continuously invest in innovation
        
        sticking to the value created
        
        confirm whole organisation is inline with innovation strategy
- - - - collection of the information
    - - complex information is processed over time
      - integrated
- - - - 3 categories of tools and methods
        
        Representation and communication of the solution
        
        phases
        
        design ph.
        
        use cases
        
        specific functionalities
        
        4 more items...
        
        sequence of sub-events
        
        flow oriented
        
        directional
        
        system platforms
        
        put together actors
        
        1 more item...
        
        technical/rendering ph.
        
        analytical ph.
        
        shape the problem
        
        actor network mapping
        
        1 more item...
        
        motivation matrix
        
        1 more item...
        
        cultural probes
        
        to whom
        
        when
        
        what
        
        with all the actors
        
        in different scales
        
        analysis and interpretation of the context
        
        development of the system
- - - - realistic representation of a concept
        
        moodboards
        
        create atmosphere
        
        collect several visual references
        
        service image
        
        shot of the main features of the service concept
        
        aimed to ...
        
        support the dialogue with the stakeholders
        
        support the discussion around the concept
        
        bring envision the service
        
        facilitation the elicitation of the aspects
        
        evidencing
        
        create images to feel & work through touchpoints
        
        tomorrow beadlines
        
        fictional articles or ads
        
        understanding of the future impact on the society
        
        can work as service description when service is totally intangible
        
        bring the aesthetic diamention
        
        posters
    - - techniques
        
        filming the interaction
        
        experience prototype
        
        service prototype
        
        simulation of the service
        
        might involve projections of service
        
        not visual
        
        scripts
        
        manage the relationship of front-end with the customers
  - - - small pieces of illustration
        
        involve emotions
      - illustrate different points of view
    - - service touchpoints structure the representation
- - - - shows how the elements are interconnected
    - - facilitation of idea generation
    - - aggregation of thoughts
    - - detailed description of the systems and actors involved