Monthly Archives: May 2013

Seeing Facebook, Google & Co as pure service providers impacts how we design internet products

 

When thinking about the role of technology or “digital” (as many people would prefer to call it), we have learnt during the Services major @HEC in Phoenix, Arizona that it can replace so called front line employees. A service is been delivered to the customer. Almost like the process of car rental or sleeping in a hotel.

At first sight, this sounds pretty trivial, doesn’t it? But, please think twice: if we design websites, apps etc. with the mindset of delivering a service to our customers (not users ;-) ) this might have an heavy impact. One impact can be the the value we deliver to the customer isn´t worth mentioning because it might have become a commodity. Another one could be that we will focus more and align our efforts with much more rigor. We need to focus on delivering on the promise we make to our customer.

So, please take a moment to think about the promise a service like Google is making to its customers. And then think about potential solutions. And finally compare your ideas with the real solution that Google have built. Any gaps here?

We have been told about the “moments of truth” concept. Do we deliver to our customers when it counts or do we fail? It might be worth considering either making the promise smaller or focusing on a more specific target audience. But you will better deliver in a moment of truth or your customers will look for alternatives or substitutes respectively.

A 19yr old explains Top Level Executives how the digital world works

 

Cover_Werwirsind

Yesterday I stumbled upon a book with the title Wer wir sind und was wir wollen – Ein Digital Native erklärt seine Generation by Philipp Riederle (@Phipz). In English this means “Who we are and what we want – a digital native explains his generation”. This is an amazing book for a “Digital Immigrant” like me, I can only recommend it. Unfortunately it is in German only, and I don’t know whether there is plan to publish an English version soon. Could also imagine German Execs needing a book like this more than US Execs.

Philipp portraits the “Digital Natives” in a very comprehensible way, and I am absolutely sure many Designers will use his descriptions to describe their personas even better.

And for those who are still reluctant to listen to a 19yr old man: if you don’t seize this opportunities, I am sure, others will…

 

Why We Need Storytellers at the Heart of Product Development | UX Magazine

 

Why We Need Storytellers at the Heart of Product Development | UX Magazine.

Amazing article by @sarahdoody. I particularly liked the right-brain thinker idea and the concept of story telling.

“… and figure out how to distill a vision or idea into a product story.” 

This might also explain, why many companies need a product CEO at their top.