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Category Archives: Tools & Methods
On Forecasting, Backcasting & Design Thinking
For several hundred years and especially since the industrial revolution, humanity including business & politics lived with the firm assumption of unlimited resources & somehow controllable linear predictability of future states based on current activity. During that time, strategic planning … Continue reading
Customer journey mapping vs. job mapping
Customer’s typically follow a similar mental and formal process when engaging with a company. A typical framework is: Awareness -> Research -> Engaging -> Buying -> Delivery -> Use -> Support -> Sharing First people get aware of a particular … Continue reading
Service design tools & methods
Roberta Tassi has done an excellent work by creating a comprehensive & well structured collection of service design tools under www.servicedesigntools.org. In addition to service management and service marketing frameworks and more common business tools & analytics (Lean, Six Sigma, … Continue reading
On Design Thinking
As I am running a consultancy that proposes to use design thinking as a framework for innovation in business and in public services, I feel liable to express my view on it. The concept has been made popular by David … Continue reading
