PDF Programmheft - Mensch & Computer

Di 9:00
UP
Keynote: Melvin Brand Flu
(live|work)
Di 9:00
UP
UP KE 01 Service Design
Organisations can be more
successful when designing
their business and services
from the outside in
Ort & Zeit
HS 2010
9:00 – 10:30
About Melvin Brand Flu
Over the last 12 years Livework has
pioneered design of services that
make a difference for customers
and organisations.
We merge creativity, design and
business to help organisations
deliver a great customer experience
and achieve tangible results.
User, customer and human mindsets
can coexist at the same time.
This causes misunderstanding
between people and organisations
like when approaching users with
customer information. Investing in
advertising and promotion increases
the number of users,
and improving usability and attractiveness
might result in higher
usage. However, these activities
do little for the one who decides,
pays, and expects value for money
AKA the customer.
In our work with clients we bridge
the gap between the users and
customers by designing services
that make sense from both perspectives.
More importantly, this
improves customers’ experience
and has a positive impact on the
business.
As partner at livework, I lead our
business and strategy projects and
also advise clients about strategy,
business design, and customer
engagement.
For the last 24 years I have worked
for global brands, governments,
and small businesses across the
continents, delivering high impact
projects and programmes in various
sectors. My background is a mix
of strategy, business, IT, marketing,
and change management.
Over the years I developed the
ability to understand, imagine,
and communicate across all the
different objectives, structures, hierarchies
and politics that make up
an organisation. With my direct and
inclusive style I have delivered complex
projects and turned around
failing programmes.
Our business and service designers
understand very complex business
situations and help create solutions
that are elegant in their simplicity
and yet deliver tremendous value
to clients and their customers. Together
with our teams, I ensure there
is a viable strategy and approach
to deliver results to the business.
The liveworkers have inspired and
challenged me, to the degree that
I joined the company as a partner
in 2012 with the goal of creating
breakthrough business innovations
and results for our clients and our
clients’ customers. I also like cake.
Weitere Informationen
http://liveworkstudio.com/topics/user-customer-human
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