Innovation
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VOC: Using Customers’ Interviews to Inform Decision-Making
How the Residents of a Small Community Are Shaping the Future of Healthcare
by Patricia SeyboldWe used interviews of residents on the Boothbay peninsula to help keep cherished St. Andrews Hospital, which Maine Health wants to turn into a walk-in clinic. I interviewed 48 patients and published verbatims. The result: a stay of execution. -
Profile of Lead Users in Systems Architecture
What Can We Learn from Patty’s Pioneers that Will Help Us Identify Lead Users
by Patricia SeyboldLead users are the people who want to design their own products and services because yours don’t fit the bill. To identify true lead users, you need to know what to look for. Use this example from info tech when you’re recruiting lead users in any domain -
BuzzCar—Peer-to-Peer Car Rental
Building a Platform for Participation for a “Peers Inc.” Business Model
by Patricia SeyboldBuzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model. -
Innovative Approaches to Big Issues
Patterns and Take-Aways from BIF-8 (Business Innovation Factory’s Annual Confab)
by Patricia SeyboldBIF-8 was the 8th annual conference held in Providence, RI by the Business Innovation Factory. The format is story-telling punctuated with long networking breaks where random encounters are encouraged. Key themes: transform cities, healthcare, & society. -
Alaska Airlines’ Evolves Its Mobile Strategy
Catering to Frequent Flyers Pays Off
by Patricia SeyboldAlaska Airlines has been delivering mobile apps since 2010. They chose to focus first on the functions needed for “day of travel” rather than online booking. -
Setting Expectations for Customer Co-Design and Other Customer-Facing Engagements
The New CSM Guidebook: Part 4: Setting Expectations
by Ronni MarshakNo matter how well prepared you are for your customer-facing events, you won’t be completely successful if the expectations of participants haven’t been clearly set. Here are tips for setting the expectations of customers, partners, and internal stakeholders. -
Steps to Success for Personalizing Your Customer Experience
A Roadmap for Personalization
by Susan AldrichSee how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience. -
Managing Customer Innovation at Alaska Airlines
Alaska Airlines Combines Customer Innovation with E-Commerce & Mobile
by Patricia SeyboldAs Managing Director, AlaskaAir.com and Customer Innovation, Curtis Kopf combines ecommerce, mobile, and customer innovation in a single role focusing on giving information and control to customers in the areas of their lives they care about the most. -
How to Innovate Business Models
Should You Create a Business Model Innovation Factory?
by Patricia SeyboldSaul Kaplan’s book, The Business Model Innovation, clarifies why so many internal innovation projects fail: they challenge existing business models. -
How to Plan for a Customer Scenario® Mapping Session
The New CSM Guidebook: Part 1: The Eight Pre-Session Planning Activities
by Ronni MarshakTo get the most out of Customer Scenario® Mapping sessions, you need to plan carefully. Here, we provide an overview of the eight steps you’ll want to take before each event to ensure that your customer co-design sessions are successful and impactful! -
Local Motors: Open Source Car Design and Local Manufacturing
Forging a Customer Ecosystem to Transform the Automobile Industry
by Patricia SeyboldCan you transform an industry from the outside? That’s what Local Motors is doing with the automobile industry with its customer ecosystem to design and produce great cars. -
The Next Big Thing: Customer Ecosystems
Six Secrets for Designing Business Networks Aligned To Help Customers Get Things Done
by Patricia SeyboldCustomer ecosystems are business networks that are aligned to help customers get things done—both the things they want to accomplish and the things they want to manage. We’ve found six keys to designing successful customer ecosystems. -
What Stands in the Way of Successful Customer-Centric Projects?
The Five “Gotcha’s” that Plague Most Initiatives
by Patricia Seybold, Ronni MarshakMost customer projects encounter five obstacles to success: lack of resources, lack of access to the right customers, no buy-in from execs, inadequate execution, and no tangible results. Here is advice on how to overcome these internal showstoppers. -
Turning Protests Into Realizable Visions
URDT Institute Is Transforming Unemployed Youth Into Job Creators in Uganda
by Patricia SeyboldWhat if young people in poor villages could create prosperous businesses and careers in their home towns instead of flocking to cities to contribute to the overcrowding and unemployment? That’s the solution promulgated by the URDT Institute in Uganda. -
A Best Practice Example of Applying UX Principles to Product Design and Development
Koko Fitness Demonstrated How to Do It Right Back in 2005!
by Patricia Seybold, Ronni MarshakKoko Fitness, a small company that designs and sells interactive workout systems, has been a shining example of best practices in incorporating customer experience and user experience methods into their product design and development lifecycle. -
Thoughts on Innovation
How a World-Class Inventor and Innovator Thinks About Innovation
by Olof SöderblomWhat can you learn from a true innovator? A lot! Olof Söderblom, a world-class innovator whose inventions, such as Token Ring networking, have transformed industries, presents his thoughts on invention and innovation. -
How to Transform the Quality of Life in African Rural Communities
Educate Young People to Be Entrepreneurs and Leaders
by Patricia SeyboldIn western Uganda, URDT’s Vocational Institute addresses unemployment by training young people to be job creators—not job seekers—in their local communities. -
Toward Boosting Our Collective IQ: A Knowledge-Centric Approach
A Selection of Writings by Douglas C. Engelbart
by Douglas Engelbart, Christina EngelbartAdaptations on seminal reports from Dr. Doug Engelbart on his vision of a dynamic knowledge ecosystem and how it boosts the Collective IQ. Updates by Christina Engelbart on what is still to be accomplished. -
Turning Innovation into Reality
From Ideation to Implementation—Lessons Learned from Our Visionaries
by Ronni MarshakHow can you take all the great ideas that come from customers, partners, and employees and make them actually happen? Let’s look at the different aspects of outside innovation generation and what you need to do to actually turn ideation into innovation. -
Bootstrapping Innovation
Leveraging the Collective IQ to Achieve Powerful Results
by Ronni MarshakThe Doug Engelbart Institute's Bootstrapping Innovation system provides a structure for empowering people to solve complex problems together.
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