1. Readings
1.1. Artikelen
1.1.1. how to design business delight for your customers
1.1.2. Service design heuristics - pdf
1.1.3. Service Design Thinking - slideshare
1.1.4. What's the difference between ux, cx and service design?
1.2. Boeken
1.2.1. This is service design thinking
1.2.1.1. recencie op frankwatching (this is service design thinking)
1.2.1.2. eerste 25 pagina's van this is service design thinking
1.2.2. Change by Design - Tim Brown
1.2.2.1. download hier samenvatting
1.3. Voorbeelden
1.3.1. How designers would fix airplanes
1.3.2. 9 voorbeelden van Service Design (pdf)
2. Service Design Bureaus
2.1. NL
2.1.1. Koos Service Design
2.1.1.1. DIY service design tools
2.1.2. Zilver Innovation
2.1.2.1. Brand Driven innovation - slideshare
2.1.3. 31 Volts
2.1.3.1. Podcast over Service Design met Marc Fonteijn
2.2. Buitenland
2.2.1. UK
2.2.1.1. engine service design
2.2.2. IDEO
2.2.2.1. Designing shopping cart
2.3. Service Design Network Netherlands
3. Courses & Opleiding
3.1. free online courses
3.1.1. IDEO
3.1.1.1. Human Centered Design course (free - online)
3.1.1.1.1. download toolkit hier
3.1.2. Design Thinking Part I: Insights to Inspiration
3.1.3. Design Thinking Part II: Ideas to Action
3.2. other
3.2.1. Beeckesteijn
3.2.1.1. service design clinic (slideshare)
4. Design Thinking
4.1. Why design thinking doesn't always work in companies
4.2. An introduction to Design Thinking - Stanford University - pdf
4.3. 15 TED talks that inspire design thinking
4.4. Think Big
4.4.1. How to build your creative confidence - david kelley
4.5. The First Secret of Great Design is noticing | Tony Fadell
4.5.1. Airbnb - design thinking
4.6. intro on design thinking - pdf
4.7. IBM Design
4.7.1. Design Thinking at Deatsche Bank
5. Ontwerpfases + tools (nog aanvullen!)
5.1. explore
5.1.1. Immerse yourself in context
5.1.1.1. observation
5.1.2. analogous inspiration
5.1.3. learn from customers
5.1.3.1. Talking to humans - pdf
5.1.3.2. How to build empathy in your product teams
5.1.3.3. Contextmapping
5.1.3.4. Never Ask What They Want — 3 Better Questions to Ask in User Interviews
5.1.4. learn from experts
5.1.4.1. expert interviews
5.2. analyse
5.2.1. empathy
5.2.1.1. Empathy Mapping
5.2.2. Customer Journey
5.2.2.1. Customer Journey Canvas - download
5.2.3. Design Principles (frankwatching)
5.2.3.1. voorbeeld Gov.uk
5.2.4. Morphologische psychologie
5.3. ideate
5.3.1. design by who?
5.4. test & evaluate
5.4.1. app
5.4.1.1. paper prototype app: POP
5.4.1.2. Invisionapp
5.4.2. design sprint (google ventures)
5.4.3. role p;aying
5.5. implement
5.6. measure
5.7. Toolkits
5.7.1. customer understanding
5.7.1.1. 7 things to master
5.7.2. Toolkits
5.7.2.1. IDEO design toolkit
5.7.2.2. Muzus - toolkit verkennend onderzoek
5.7.2.3. Convivial Toolbox (tools voor generatief / verkennend onderzoek
6. Kenmerken
6.1. creatief/analytisch
6.1.1. linker/rechterhersenhelft
6.1.1.1. integraal ontwerpen
6.2. Thinking by doing
6.2.1. Prototype
6.2.1.1. visualiseer
6.3. iterate, iterate, iterate
6.3.1. gaandeweg valideren
6.3.1.1. Learn by failure
6.3.1.1.1. "Don't think of it as failure, think of it as designing experiments through which you’re going to learn."
6.3.1.1.2. learn by failure tim brown
6.4. Customer Centered
6.4.1. in elke ontwerpfase wordt de klant betrokken
6.5. Klantreisdenken
6.5.1. Opeenvolgende klantreisstappen
6.5.2. Holistisch perspectief
6.6. Generatief
6.6.1. inzichten ipv antwoorden
6.7. Multidisciplenair
6.7.1. alle stakeholders betrokken
6.8. Empatisch
6.8.1. spark innovation through empathic design (pdf)
7. WoW momenten / moments of magic / 9+ / signature moments / peak end
7.1. Design for emotion
7.1.1. Personality in design
7.1.2. emotional design workshop = mailchimp
7.1.3. Research methods
7.1.4. Understanding the impact of emotion on cx (Forrester)
7.1.4.1. samenvatting door wieke en maaike
7.1.5. Affective engineering
7.1.6. Project Oxford (microsoft)
7.1.7. braingineers
7.1.7.1. Transavia case