You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used.You’ll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

    "Above the Fold" is not about timely design or technology trends; instead, this book is about the timeless fundamentals of effective communication within the context of web design. It is intended to help you, the reader, understand the considerations that web designers make when developing successful websites."Above the Fold" is divided into three sections: Design & TypographyPlanning & UsabilityBusiness Value Each section represents a phase in the continuous cycle of web design. It's the balance among design, usability, and return on investment that makes a website truly great.Topics covered in "Above the Fold" include: What makes web design uniqueThe history of web designAnatomy of a web pageWhite space and grid use in web designThe elements of web design: color, texture, imagery, scale, depth, animation, and variabilityWeb typography, including web-safe type, images of type, and font replacement and embeddingWeb project planningInformation architecture, including site maps, wireframes, and user flow diagramsThe elements of usability: navigation, breadcrumbs, links, search, submission forms, and error messagingSearch engine optimizationOnline marketing, including banner ads, viral and social marketing, on-site marketing, and email marketingWeb statistics and analysis

    This authoritative book scrapes away these bad features to reveal a subset of JavaScript that's more reliable, readable, and maintainable than the language as a whole--a subset you can use to create truly extensible and efficient code.Considered the JavaScript expert by many people in the development community, author Douglas Crockford identifies the abundance of good ideas that make JavaScript an outstanding object-oriented programming language-ideas such as functions, loose typing, dynamic objects, and an expressive object literal notation. Unfortunately, these good ideas are mixed in with bad and downright awful ideas, like a programming model based on global variables.When Java applets failed, JavaScript became the language of the Web by default, making its popularity almost completely independent of its qualities as a programming language. In JavaScript: The Good Parts, Crockford finally digs through the steaming pile of good intentions and blunders to give you a detailed look at all the genuinely elegant parts of JavaScript, including:SyntaxObjectsFunctionsInheritanceArraysRegular expressionsMethodsStyleBeautiful featuresThe real beauty? As you move ahead with the subset of JavaScript that this book presents, you'll also sidestep the need to unlearn all the bad parts. Of course, if you want to find out more about the bad parts and how to use them badly, simply consult any other JavaScript book.With JavaScript: The Good Parts, you'll discover a beautiful, elegant, lightweight and highly expressive language that lets you create effective code, whether you're managing object libraries or just trying to get Ajax to run fast. If you develop sites or applications for the Web, this book is an absolute must.

    Why not apply the same approach to overcome challenges in the nonprofit world? This project, funded by International Development Enterprise (IDE) as part of a grant from the Bill & Melinda Gates Foundation, sought to provide NGOs and social enterprises with the tools to do just that. IDEO, in collaboration with nonprofit groups ICRW and Heifer International, developed the HCD Toolkit to help international staff and volunteers understand a community's needs in new ways, find innovative solutions to meet those needs, and deliver solutions with financial sustainability in mind. The HCD Toolkit was designed specifically for NGOs and social enterprises that work with impoverished communities in Africa, Asia, and Latin America. The free kit, available for download here, walks users through the human-centered design process and supports them in activities such as building listening skills, running workshops, and implementing ideas. The process has led to innovations such as the HeartStart defibrillator, Cleanwell natural antibacterial products, and the Blood Donor System for the Red Cross — all of which have enhanced the lives of millions of people. The HCD toolkit has been used by organizations throughout the developing world, including Acumen Fund, AyurVAID, Heifer International, ICRW, IDE, Micro Drip, and VisionSpring.

    You'll understand how to discover and interpret customer pain, and learn how to use this research to guide your team through each step of product creation.Written for designers, product managers, and others who want to communicate better with designers, this book is essential reading for anyone who contributes to the product creation process.Understand exactly who your customers are, what they want, and how to build products that make them happyLearn frameworks and principles that successful product designers useIncorporate five states into every screen of your interface to improve conversions and reduce perceived loading timesDiscover meeting techniques that Apple, Amazon, and LinkedIn use to help teams solve the right problems and make decisions fasterDesign effective interfaces across different form factors by understanding how people hold devices and complete tasksLearn how successful designers create working prototypes that capture essential customer feedbackCreate habit-forming and emotionally engaging experiences, using the latest psychological research

    Featuring five sections, each covering a core aspect of graphic design: Getting Started, Research, Typography, Colour, and Layout. Learn solid graphic design theory that you can simply apply to your designs, making the difference from a good design to a great one.http://designingfortheweb.co.uk

    But creating an environment for creative thinking and innovation can be a daunting challenge. How can you make it happen at your company? The answer may surprise you: gamestorming.This book includes more than 80 games to help you break down barriers, communicate better, and generate new ideas, insights, and strategies. The authors have identified tools and techniques from some of the world's most innovative professionals, whose teams collaborate and make great things happen. This book is the result: a unique collection of games that encourage engagement and creativity while bringing more structure and clarity to the workplace. Find out why -- and how -- with Gamestorming.Overcome conflict and increase engagement with team-oriented gamesImprove collaboration and communication in cross-disciplinary teams with visual-thinking techniquesImprove understanding by role-playing customer and user experiencesGenerate better ideas and more of them, faster than ever beforeShorten meetings and make them more productiveSimulate and explore complex systems, interactions, and dynamicsIdentify a problem's root cause, and find the paths that point toward a solution

    The low hanging fruit of correlation and largesample sizes is fast running out. Focusing on the job, understanding truecausality, is going to be the only way to get people to switch and use yourproduct.

    As devices and channels multiply--and as users expect to relate, share, and shift information quickly--we need content that can go more places, more easily. Content Everywhere will help you stop creating fixed, single-purpose content and start making it more future-ready, flexible, reusable, manageable, and meaningful wherever it needs to go.

    The latest book from award-winning writer Ellen Lupton is a playbook for creative thinking, showing designers how to use storytelling techniques to create satisfying graphics, products, services and experiences. Whether crafting a digital app or a data-rich publication, designers invite people to enter a scene and explore what’s there. An intriguing logo, page layout or retail space uses line, shape and form to lead users on dynamic journeys.Design Is Storytelling explores the psychology of visual perception from a narrative point of view. Presenting dozens of tools and concepts in a lively, visual manner, this book will help any designer amplify the narrative power of their work. Use this book to stir emotions, build empathy, articulate values and convey action; to construct narrative arcs and create paths through space; integrate form and language; evaluate a project’s storytelling power; and to write and deliver strong narratives.

    There is no library within here for you to download or install. SMACSS is a way to examine your design process and as a way to fit those rigid frameworks into a flexible thought process. It is an attempt to document a consistent approach to site development when using CSS. And really, who isn’t building a site with CSS these days?!Get to know Scalable and Modular Architecture for CSS

    Users demand software that is well-behaved, good-looking, and easy to use. Your clients or managers demand originality and a short time to market. Your UI technology -- web applications, desktop software, even mobile devices -- may give you the tools you need, but little guidance on how to use them well.UI designers over the years have refined the art of interface design, evolving many best practices and reusable ideas. If you learn these, and understand why the best user interfaces work so well, you too can design engaging and usable interfaces with less guesswork and more confidence.Designing Interfaces captures those best practices as design patterns -- solutions to common design problems, tailored to the situation at hand. Each pattern contains practical advice that you can put to use immediately, plus a variety of examples illustrated in full color. You'll get recommendations, design alternatives, and warnings on when not to use them.Each chapter's introduction describes key design concepts that are often misunderstood, such as affordances, visual hierarchy, navigational distance, and the use of color. These give you a deeper understanding of why the patterns work, and how to apply them with more insight.A book can't design an interface for you -- no foolproof design process is given here -- but Designing Interfaces does give you concrete ideas that you can mix and recombine as you see fit. Experienced designers can use it as a sourcebook of ideas. Novice designers will find a roadmap to the world of interface and interaction design, with enough guidance to start using these patterns immediately.

    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

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

    We depend more than we realize on wishful thinking and romanticized ideas of history. In the new paperback edition of this fascinating book, a book that has appeared on MSNBC, CNBC, Slashdot.org, Lifehacker.com and in The New York Times, bestselling author Scott Berkun pulls the best lessons from the history of innovation, including the recent software and web age, to reveal powerful and suprising truths about how ideas become successful innovations -- truths people can easily apply to the challenges of today. Through his entertaining and insightful explanations of the inherent patterns in how Einstein’s discovered E=mc2 or Tim Berner Lee’s developed the idea of the world wide web, you will see how to develop existing knowledge into new innovations.Each entertaining chapter centers on breaking apart a powerful myth, popular in the business world despite it's lack of substance. Through Berkun's extensive research into the truth about innovations in technology, business and science, you’ll learn lessons from the expensive failures and dramatic successes of innovations past, and understand how innovators achieved what they did -- and what you need to do to be an innovator yourself. You'll discover:Why problems are more important than solutionsHow the good innovation is the enemy of the greatWhy children are more creative than your co-workersWhy epiphanies and breakthroughs always take timeHow all stories of innovations are distorted by the history effectHow to overcome people’s resistance to new ideasWhy the best idea doesn’t often winThe paperback edition includes four new chapters, focused on appling the lessons from the original book, and helping you develop your skills in creative thinking, pitching ideas, and staying motivated."For centuries before Google, MIT, and IDEO, modern hotbeds of innovation, we struggled to explain any kind of creation, from the universe itself to the multitudes of ideas around us. While we can make atomic bombs, and dry-clean silk ties, we still don’t have satisfying answers for simple questions like: Where do songs come from? Are there an infinite variety of possible kinds of cheese? How did Shakespeare and Stephen King invent so much, while we’re satisfied watching sitcom reruns? Our popular answers have been unconvincing, enabling misleading, fantasy-laden myths to grow strong." -- Scott Berkun, from the text"Berkun sets us free to change the world." -- Guy Kawasaki, author of Art of the StartScott was a manager at Microsoft from 1994-2003, on projects including v1-5 (not 6) of Internet Explorer. He is the author of three bestselling books, Making Things Happen, The Myths of Innovation and Confessions of a Public Speaker. He works full time as a writer and speaker, and his work has appeared in The New York Times, Forbes magazine, The Economist, The Washington Post, Wired magazine, National Public Radio and other media. He regularly contributes to Harvard Business Review and Bloomberg Businessweek, has taught creative thinking at the University of Washington, and has appeared as an innovation and management expert on MSNBC and on CNBC. He writes frequently on innovation and creative thinking at his blog: scottberkun.com and tweets at @berkun.