It's Tuesday morning and on his drive into the office, Bill gets a call from the CEO. The company's new IT initiative, code named Phoenix Project, is critical to the future of Parts Unlimited, but the project is massively over budget and very late. The CEO wants Bill to report directly to him and fix the mess in ninety days or else Bill's entire department will be outsourced. With the help of a prospective board member and his mysterious philosophy of The Three Ways, Bill starts to see that IT work has more in common with manufacturing plant work than he ever imagined. With the clock ticking, Bill must organize work flow streamline interdepartmental communications, and effectively serve the other business functions at Parts Unlimited. In a fast-paced and entertaining style, three luminaries of the DevOps movement deliver a story that anyone who works in IT will recognize. Readers will not only learn how to improve their own IT organizations, they'll never view IT the same way again.

     We are living in a time of deep divisions. Americans are sorting themselves along racial, religious, and cultural lines, leading to a level of polarization that the country hasn't seen since the Civil War. Pundits and politicians are calling for us to come together, to find common purpose. But how, exactly, can this be done?In Palaces for the People, Eric Klinenberg suggests a way forward. He believes that the future of democratic societies rests not simply on shared values but on shared spaces: the libraries, childcare centers, bookstores, churches, synagogues, and parks where crucial, sometimes life-saving connections, are formed. These are places where people gather and linger, making friends across group lines and strengthening the entire community. Klinenberg calls this the "social infrastructure" When it is strong, neighborhoods flourish; when it is neglected, as it has been in recent years, families and individuals must fend for themselves.Klinenberg takes us around the globe--from a floating school in Bangladesh to an arts incubator in Chicago, from a soccer pitch in Queens to an evangelical church in Houston--to show how social infrastructure is helping to solve some of our most pressing challenges: isolation, crime, education, addiction, political polarization, and even climate change.Richly reported, elegantly written, and ultimately uplifting, Palaces for the People urges us to acknowledge the crucial role these spaces play in civic life. Our social infrastructure could be the key to bridging our seemingly unbridgeable divides--and safeguarding democracy.

    Service Design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking.A set of 23 international authors and even more online contributors from the global service design community invested their knwoledge, experience and passion together to create this book. It introduces service design thinking in a manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.

    Treat it as the UX expert on your bookshelf that you can read from cover-to-cover, or to dip into as the need arises, regardless of whether you have 'UX' in your job title or not.

    Designers of digital technology products no longer regard their job as designing a physical object--beautiful or utilitarian--but as designing our interactions with it. In Designing Interactions, award-winning designer Bill Moggridge introduces us to forty influential designers who have shaped our interaction with technology. Moggridge, designer of the first laptop computer (the GRiD Compass, 1981) and a founder of the design firm IDEO, tells us these stories from an industry insider's viewpoint, tracing the evolution of ideas from inspiration to outcome. The innovators he interviews--including Will Wright, creator of The Sims, Larry Page and Sergey Brin, the founders of Google, and Doug Engelbart, Bill Atkinson, and others involved in the invention and development of the mouse and the desktop--have been instrumental in making a difference in the design of interactions. Their stories chart the history of entrepreneurial design development for technology.Moggridge and his interviewees discuss such questions as why a personal computer has a window in a desktop, what made Palm's handheld organizers so successful, what turns a game into a hobby, why Google is the search engine of choice, and why 30 million people in Japan choose the i-mode service for their cell phones. And Moggridge tells the story of his own design process and explains the focus on people and prototypes that has been successful at IDEO--how the needs and desires of people can inspire innovative designs and how prototyping methods are evolving for the design of digital technology.Designing Interactions is illustrated with more than 700 images, with color throughout. Accompanying the book is a DVD that contains segments from all the interviews intercut with examples of the interactions under discussion.Interviews with: Bill Atkinson - Durrell Bishop - Brendan Boyle - Dennis Boyle - Paul Bradley - Duane Bray - Sergey Brin - Stu Card - Gillian Crampton Smith - Chris Downs- Tony Dunne - John Ellenby - Doug Englebart - Jane Fulton Suri - Bill Gaver - Bing Gordon - Rob Haitani - Jeff Hawkins - Matt Hunter - Hiroshi Ishii - Bert Keely - David Kelley - Rikako Kojima - Brenda Laurel - David Liddle - Lavrans L?vlie - John Maeda - Paul Mercer - Tim Mott - Joy Mountford - Takeshi Natsuno - Larry Page - Mark Podlaseck - Fiona Raby - Cordell Ratzlaff - Ben Reason - Jun Rekimoto - Steve Rogers - Fran Samalionis - Larry Tesler - Bill Verplank - Terry Winograd - Will Wright

    With step-by-step guidance, Validating Product Ideas shows you how to tackle the research to build the best possible product.

    Her approach, however, is not conventional. Miller dispenses with the more traditional reading instruction of book reports and comprehension worksheets in favor of embracing students' choices in books and independent reading. Her zeal for reading is infections and inspiring --and the results are remarkable. No matter how far behind Miller's students may be when they enter her 6th grade classroom, her students read an average of 40 books a year, achieve high scores on standardized tests, and internalize a love for books and reading that lasts long after they've left her class. Travel alongside the author as she leads her students to discover the ample rewards of reading and literature. Her secrets include: Affirming the reader in every student Supporting students' reading choices Carving out extra reading time Modeling authentic reading behaviors Discarding time-worn reading assisgnments Developing a classroom library with high-interest books Rich with classroom examples and practical advice and stitched together with the thread of Miller's passionate voice, this book will help teachers support students of all levels on their path to reading success and points a way out of the nation's literacy crisis. The book also includes an invaluable list of books that students most enjoy reading.

    This indispensible and full-color book provides practical guidance on this growing field and shares valuable UX advice that you can put into practice immediately on your own projects. The authors examine why UX is gaining so much interest from web designers, graduates, and career changers and looks at the new UX tools and ideas that can help you do your job better. In addition, you'll benefit from the unique insight the authors provide from their experiences of working with some of the world's best-known companies, learning how to take ideas from business requirements, user research, and documentation to create and develop your UX vision.Explains how to create documentation that clearly communicates the vision for the UX design and the blueprint for how it's going to be developed Provides practical guidance that you can put to work right away on their own projects Looks at the new UX tools and ideas that are born every day, aimed at helping you do your job better and more efficiently Covers a variety of topics including user journeys, task models, funnel diagrams, content audits, sitemaps, wireframes, interactive prototypes, and more Communicating the User Experience is an ideal resource for getting started with creating UX documentation.

    They don't make us feel happier or richer. Why are they not designed as well as the products we love to use such as an Apple iPod or a BMW? The 'developed' world has moved beyond the industrial mindset of products and the majority of 'products' that we encounter are actually parts of a larger service network. These services comprise people, technology, places, time and objects that form the entire service experience. In most cases some of the touchpoints are designed, but in many situations the service as a complete ecology just "happens" and is not consciously designed at all, which is why they don't feel like iPods or BMWs. One of the goals of service design is to redress this imbalance and to design services that have the same appeal and experience as the products we love, whether it is buying insurance, going on holiday, filling in a tax return, or having a heart transplant. Another important aspect of service design is its potential for design innovation and intervention in the big issues facing us, such as transport, sustainability, government, finance, communications and healthcare. Given that we live in a service and information age, a practical, thoughtful book about how to design better services is urgently needed.

    In this revised edition that includes coverage of new Web 2.0 and Web 3.0 tools, tablets, and omnipresent wireless devices, Burke demonstrates how to successfully conceptualize, purchase, implement and maintain a library's invaluable tech assets. Highlights in this eagerly anticipated edition include enhanced coverage of e-books and cloud computing. This comprehensive resource should be at the top of the list for any current or future library professional looking to stay at the forefront of technological advancement.

    Renowned expert Erin Meyer is your guide through this subtle, sometimes treacherous terrain where people from starkly different backgrounds are expected to work harmoniously together.When you have Americans who precede anything negative with three nice comments; French, Dutch, Israelis, and Germans who get straight to the point (“your presentation was simply awful”); Latin Americans and Asians who are steeped in hierarchy; Scandinavians who think the best boss is just one of the crowd—the result can be, well, sometimes interesting, even funny, but often disastrous.Even with English as a global language, it’s easy to fall into cultural traps that endanger careers and sink deals when, say, a Brazilian manager tries to fathom how his Chinese suppliers really get things done, or an American team leader tries to get a handle on the intra-team dynamics between his Russian and Indian team members.In The Culture Map, Erin Meyer provides a field-tested model for decoding how cultural differences impact international business. She combines a smart analytical framework with practical, actionable advice for succeeding in a global world.

    Observing the User Experience will help you bridge that gap to understand what your users want and need from your product, and whether they'll be able to use what you've created.Filled with real-world experience and a wealth of practical information, this book presents a complete toolbox of techniques to help designers and developers see through the eyes of their users. It provides in-depth coverage of 13 user experience research techniques that will provide a basis for developing better products, whether they're Web, software or mobile based. In addition, it's written with an understanding of how software is developed in the real world, taking tight budgets, short schedules, and existing processes into account.

    But it's worse when people inside these companies can't pinpoint the problem because they're too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you're armed with this data, you can provide users with real value.Mapping Experiences is divided into three parts:Understand the underlying principles of diagramming, and discover how these diagrams can inform strategyLearn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experimentsSee key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models

    In constant demand as a coach, speaker, and consultant to companies around the world, David Rock has proven that the secret to leading people (and living and working with them) is found in the space between their ears. "If people are being paid to think," he writes, "isn't it time the business world found out what the thing doing the work, the brain, is all about?" Supported by the latest groundbreaking research, Quiet Leadership provides a brain-based approach that will help busy leaders, executives, and managers improve their own and their colleagues' performance. Rock offers a practical, six-step guide to making permanent workplace performance change by unleashing higher productivity, new levels of morale, and greater job satisfaction.

    He explores what parents, teachers, and employers must do to develop the capacities of young people to become innovators. In profiling compelling young American innovators such as Kirk Phelps, product manager for Apple’s first iPhone, and Jodie Wu, who founded a company that builds bicycle-powered maize shellers in Tanzania, Wagner reveals how the adults in their lives nurtured their creativity and sparked their imaginations, while teaching them to learn from failures and persevere. Wagner identifies a pattern—a childhood of creative play leads to deep-seated interests, which in adolescence and adulthood blossom into a deeper purpose for career and life goals. Play, passion, and purpose: These are the forces that drive young innovators. Wagner shows how we can apply this knowledge as educators and what parents can do to compensate for poor schooling. He takes readers into the most forward-thinking schools, colleges, and workplaces in the country, where teachers and employers are developing cultures of innovation based on collaboration, interdisciplinary problem-solving, and intrinsic motivation. The result is a timely, provocative, and inspiring manifesto that will change how we look at our schools and workplaces, and provide us with a road map for creating the change makers of tomorrow. Creating Innovators will feature its own innovative elements: more than sixty original videos that expand on key ideas in the book through interviews with young innovators, teachers, writers, CEOs, and entrepreneurs, including Thomas Friedman, Dean Kamen, and Annmarie Neal. Produced by filmmaker Robert A. Compton, the videos are embedded into the ebook edition in video-enabled eReaders and accessible in this print edition via QR codes placed throughout the chapters or via www.creatinginnovators.com.