Change: business & design strategy

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Luca Mascaro

how design thinking, business design, strategic design and service design change the way we define new business

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“un buon prodotto vive
sempre in un buon sistema”
Bruno Munari

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@lucamascaro
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En vedette

Scene setting keynote introduction for Enterprise Digital Summit London on 24 October 2016 at the British Academy. This session framed the current digital landscape, discussing the incredible rate of change, the digital enterprise wave, the importance of Enterprise Social Networks as a foundation for transformation, technology bad, good and exciting, and positioning the culture and network centric leadership required for today's landscape. It set the scene for Chris Fussell's session on the shift from command and control to network centric team based management (co-author of the Team of Teams book), then Dr David Wilkinson's session on the neuroscience behind the shift to an agile thinking mindset, and then Jenni Lloyd's session on purpose and the emotional intelligence required to create a connected organisation.

From Framing the Mindset to Distributing Digital Patterns

David Terrar

Viviamo nella Customer Age, un'epoca in cui il consumatore non si accontenta più di prodotti standard ma ricerca esperienze memorabili che sappiano superare le sue aspettative e continuare a farlo nel tempo. Il compito dei brand, quindi, non è più tanto quello di trovare nuove forme di "racconto dell'offerta" - diversificazione del messaggio e dei touchpoint di comunicazione - ma di progettare e offrire ai propri consumatori esperienze rilevanti, capaci di generare valore a prescindere del tipo di canale/strumento/touchpoint utilizzato per veicolarle. Il punto non è (più): "Come i brand comunicano ai consumatori" MA "che tipo di esperienza i brand fanno vivere ai propri consumatori e come ridefiniscono i loro prodotti/servizi per rispondere a questo mutato scenario competitivo?"

Il valore dell'esperienza

Luca Mascaro

Multichannel interfaces: what kind of approach?

Luca Mascaro

Explaining the current digital landscape as the Digital Enterprise Wave, ride it or go under. Stop thinking business as usual. Start thinking digitally - design thinking, business model innovation, digital inside and out. Any org structure will work, but you need to change the culture, empower your people and encourage the right behaviours. Then some recommendations of how to do it, where and how to start.

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This presentation will delve into the emerging role of design as a game changer for big corporations in the challenge of business transformation and competition with the startups world. Through a few principles, I will show how new design discipline such as service and strategic design can help even big corporations can evolve their organization, empower the human experience and embrace the nimbleness and fast paced innovation practices typical of the startup ecosystem.

Design for corporate transformation

Luca Mascaro

Designing great services and offerings is the essential promise of Service Design, but bringing services to life involves making them part of much larger experiences. This means transforming the way businesses work, and realigning the various moving parts of enterprise ecosystems. The complex and volatile nature of such systems quickly becomes overwhelming, with brands, processes, culture, technology or touchpoints being just tiny parts of the puzzle. In this short talk we are going to advocate for the integration of Business Architecture approaches to model potential futures, as a means to put a Service Design initiative into action. We will illustrate this with examples from our work with the United Nations.

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Are The Blind Leading The Vision-Impaired? As networks have invaded the “physical” world, designers and engineers are seeing the growing values that come from communications within and between sensors and machines. Electronic, mechanical and other related subsystems that used to have unique interfaces and components are now becoming standardized. Efficient support of products and equipment is only the first benefit of this trend. The convergence of collaborative systems and machine communications will enable entirely new modes of services delivery and customer interactions. This implies a total paradigm shift. The depth of this shift has begun to suggest itself, but it is by no means accomplished. The implications are enormous. No product development organization will be able to ignore these forces, nor will their suppliers. Product and service design will increasingly be influenced by the use of common components and subsystems. Vertically defined, stand-alone product and application markets will become part of a larger “horizontal” set of standards for hardware, software and communications. As it becomes easier and easier to design and develop smart systems, competitive differentiation will shift away from unique, vertically focused product features. The new focus will be on how the product is actually used -- how it fosters interactions between and among users in a networked context. All of these trends lead us to the simple question...

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Using Service Design Tools as Frameworks to Generate Business Ideas

Laura Mata García

In the Customer Age design has become the business most powerful ally in the challenge to create and offer products and services that can provide superior quality experiences. More and more often we are invited to assume the leadership role in the projects we are involved in, bridging the request coming from all the stakeholders and from the users and follow the entire project life through an experience management approach. Experience centered design is thus becoming the new frontier that we, as design, are called to cross. So how design can assume the role of strategic partner in the daily experience management? I will present some real cases regarding big and complex projects in which we have played this role and the methods, tools and best practices that can be used in this delicate process.

Design leadership and experience management

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Service Design Thinking for Business

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Agilità interculturale I valori dell'Agile Manifesto come fattore abilitante alla collaborazione dei team interculturali. La collaborazione tra persone avviene grazie anche a una buona comunicazione. Culture differenti possono interpretare in modo diametralmente opposto atteggiamenti, frasi e situazioni. Se non opportunamente gestita la situazione porta a problemi critici di collaborazione all'interno del team minando le possibilità il successo del progetto. L'approccio Agile al progetto tende a mitigare questo rischio grazie alla intrinseca resilienza dei principi ai quali si ispira. Comunicazione trasparente e feedback continui sul prodotto incrementale riducono notevolmente il rischio di non capirsi e di remare in direzioni diverse. In questa presentazione vedremo alcune pratiche che favoriscono la collaborazione e fanno emergere il potenziale che i team interculturali possono dare ad un progetto.

Agilità interculturale

Giulio Roggero

With all the talk about mobile and the internet of things, the next last frontier of user experience is something that has been there all along: enterprise. Most designers avoid it, but it’s the biggest opportunity for most designers. Your company should be investing in it because your competitors are, and recognizing the return on investment includes a more efficient workforce. Patrick Neeman will discuss why companies are paying attention and uncover opportunities in enterprise that user experience professionals should pay attention to over the next five years.

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En vedette (20)

From Framing the Mindset to Distributing Digital Patterns

Il valore dell'esperienza

Multichannel interfaces: what kind of approach?

Organisational principles for digital collaboration - keynote at Enterprise 2...

Design for corporate transformation

Designing to shift Enterprise Ecosystems - Global Service Design Conference 2...

Service design tool bag 3

Service Design for Business

Smart Business Design In The Age of The Internet of Things

The defined value of customer interaction

10 service design define

Using Service Design Tools as Frameworks to Generate Business Ideas

Design leadership and experience management

Service Design Thinking for Business

JDC2008 - Enterprise Integration and Service Oriented Design

Service design organizes business from the customer's perspective

Agilità interculturale

Enterprise UX - The "Next" Last Frontier

From Vision to Product

Strategy, Business models & Service design

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When selling ourselves for our next job or project, we can use our Experience Design skills and a story-centered approach to craft an amazing portfolio and to interview successfully. We will walk through the steps in the interview process from a user-centered approach, focusing on the online portfolio, the portfolio review, and the interview. This talk will appeal to anyone starting out or seeking a job change by highlighting how you can set yourself apart in an already competitive field. With a user-centered mindset and a focus on telling a great story around your work, you can sell yourself and obtain the position you want.

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Plus de Luca Mascaro

In the last 5 years the way in which we inform ourselves every day has radically changed. A progressive evolution of the experience of discovery, use, and sharing of content is being generated by an ever-expanding and specialized availability of contents, different points of view, news technologies and devices at affordable costs, largely available connectivity and, more generally, the advent of new global platforms of communication. Sketchin has invested three years in attempting to understand readers and their experiences, thus identifying 11 behavioral trends that are potentially decisive in implementing a more efficient publishing design. The speech will focus in these 11 behaviors and on the evolution of how the publishing industry can better devise and distribute content.

Newspapers are dead, long live the content

Luca Mascaro

My speech at the San Francisco Design Week about design for the experience. There is no life without evolution. Products, services, systems and solutions, like living organisms, come into the world, grow, struggle to survive and eventually die. They change and evolve, trying to fit a complex environment shaped by people needs and expectations, competitive or alternative experiences and emerging trends. Survive only those that can adapt and continue offering their users superior quality experiences. Design has the means to understand people and environments and the power of moulding experiences. It can thus shape experiences while changing over time artifacts and interfaces with whom people interact. How can design manage this evolution? The key is in adopting a continuous experience-centered approach.

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Metodologie di progettazioni agili, Lean, evolutive fondano il loro sviluppo sull'utilizzare come stakeholder principale l'utenza nel loro comportamento e nel loro feedback sviluppando quello che viene chiamato customer development. Questo approccio di analisi e progettazione dell'esperienza utente viene largamente adottato nel mondo delle startup porta però una serie di impatti importanti non solo sull'aspetto di design funzionale ma sulla dimensione tecnologica e del modello di business. La domanda dunque è: l'utente come ci cambia?

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Negli ultimi anni l'esperienza di utilizzare il software e il web si è integrata trasparentemente nella nostra realtà quotidiana anche attraverso interfacce grafiche sempre più semplici e accattivanti. La rivista Forbes ha lanciato all'inizio del 2011 una provocazione in merito affermando che entro il 2016 le software house che non riusciranno ad offrire un'esperienza d'uso semplice, coinvolgente e multicanale avranno serie difficoltà a far adottare il proprio software in quanto gli utenti stessi si saranno abituati a livelli esperienziali superiori. Il fattore umano, il design e il concetto di esperienza d'uso stanno dunque prendendo sempre più spazio nell'industria del software che attraverso queste metodologie di progettazione ritrova anche dei nuovi modi per gestire la definizione e la progettazione del software stesso. Il risultato che già oggi osserviamo e lo svilupparsi di software più semplici, più facili da insegnare e da evolvere ma sopratutto che generano minori costi a fronte di migliori risultati commerciali. In questa presentazione verrà presentato il mondo dell'experience design con i suoi metodi di progettazione del software e i vantaggi che apportano alle aziende.

Benefici e ritorno di investimento dell' experience design

Luca Mascaro

Le attuali metodologie di User centered design e Agile design permettono la progettazione e la realizzazione di prodotti e servizi digitali di ottima qualità garantendo un controllo sul processo di sviluppo, contemporaneamente però risultano troppo lente o troppo poco focalizzate per realizzare esperienze digitali che si adattino alle trasformazioni del mercato e dei bisogni degli utenti nel tempo. Questi approcci si concentrano sul rilascio di una prima versione del prodotto o del servizio, trascurando le potenzialità che quello stesso prodotto potrebbe avere se valorizzato nel tempo. Oggi i prodotti e i servizi digitali di successo sono quelli che riescono ad evolvere costantemente l'esperienza offerta nei confronti dell'utilizzatore finale. Si rende dunque necessario riadattare le metodologie tradizionali di progettazione sviluppate nel mondo del design industriale verso nuove forme di processo più costanti ed efficaci. La User experience evolutiva è un nuovo processo di progettazione per sviluppare prodotti e servizi digitali che reinterpreta le attuali metodologie e si focalizza maggiormente sull'evoluzione dell'esperienza d'uso che punta a migliorare nel tempo il prodotto a cui si applica. La proposta di questo processo consiste nel trovare un equilibrio virtuoso tra successo ed efficacia e si concentra sulla possibilità di migliorare quest'ultimo in base alle esigenze degli utenti, sull'attenta verifica dell'efficacia del prodotto o del servizio dopo il suo primo rilascio e sulla sua evoluzione nel tempo al fine di valorizzarne al massimo grado le potenzialità.

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Collection of select works from my time as an undergraduate student at the University of Wisconsin-Milwaukee (School of Architecture & Urban Planning). Designer with a passion for creating innovative and sustainable designs that meet the needs and desires of clients while positively contributing to the built environment. Above, you will see a link (Websites) to my Archifolio, Archinect, and Issuu pages, including several projects showcasing competency in balancing sustainability, functionality, and aesthetics. Furthermore, prior academic experience has allowed me to learn new skills and abilities within architecture, engineering, construction, landscaping, urban planning, design, and tech. Experienced professional with over seven years of skills in various industries, accompanied by roles ranging from transportation to design and verification. With adaptability and versatility in the workplace, I can effectively manage multiple tasks simultaneously. With excellent communication skills and a positive attitude, I thrive in team environments and am always willing to take on new challenges and responsibilities. Received notable licenses and certifications. This includes becoming a member of the American Institute of Architects (AIA) and obtaining certificates in architectural drafting and Microsoft Teams Essential Training (2019), demonstrating my commitment to education and professional development. Also well-educated in AutoCAD, Revit, Rhino 3D, and other design and visualization programs. My involvement in professional organizations and strong academic record indicate a commitment to excellence. Planning to pursue a B.Arch or M.Arch in architecture to become a licensed architect and create innovative, sustainable designs. If you are interested in discussing a potential position or networking and have any questions or comments, please feel free to connect with me. Looking forward to hearing from you and having the opportunity to work together.

B. Smith. (Architectural Portfolio.).pdf

University of Wisconsin-Milwaukee

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