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Customer Journey Map | Service Design Tools ► ©[servicedesigntools.org]

The customer journey map is an oriented graph that describes the journey of a user by representing the different touchpoints that characterize his interaction with the service.

In this kind of visualization, the interaction is described step by step as in the classical blueprint, but there is a stronger emphasis on some aspects as the flux of information and the physical devices involved. At the same time there is a higher level of synthesis than in the blueprint: the representation is simplified trough the loss of the redundant information and of the deepest details.

via Customer Journey Map | Service Design Tools.

How to Stop Wasting Colleagues’ Time – © [wsj.com]

How to Stop Wasting Colleagues’ Time - WSJ

At the end of the day, many people wonder where all their time went.

New data-mining tools are helping employers answer that question. The causes of overload have long been suspected—email and meetings—but new techniques that analyze employees’ email headers and online calendars are helping employers pinpoint exactly which work groups impose the most on employees’ time.

The result: some surprises for managers, says Joan Motsinger, vice president, global operations strategy, for Seagate Technology , a Cupertino, Calif., company that studied how its employee teams use time and work together. At Seagate, some work groups discovered they were devoting more than 20 hours a week to meetings, according to an analysis of 7,600 Seagate employees’ interaction and activities in 2013

via How to Stop Wasting Colleagues’ Time – WSJ.

Companies recast office break room as collaborative workspace • ©[latimes.com]

Companies recast office break room as collaborative workspace - LA Times

For generations, office kitchens were hidden out of sight, an unloved necessity kept stark to ensure that workers didn’t linger.

Now some companies are seeing office kitchens in a new light, turning them into gathering showplaces intended to boost morale, encourage collaboration and impress clients.”

At home, where does interaction happen? The kitchen,” said commercial interior designer Chris Coldoff, who tries to get people to do the same thing at work. “It’s about making personal connections: Starting conversations that lead to a lot of creative ideas.”

via Companies recast office break room as collaborative workspace – LA Times.

Innovate they ask; what’s in it for me I reply • ©[le-rudulier.eu]

Innovation seems to be my new entity’s new motto, there is even a team dedicated to it. As I changed position in the course  of this year I kept receiving, for a couple of months, news from my former entity where, what a coincidence, innovation is also emphasized.

I’m all for innovation being part of everyone’s scope of activity, I even wrote about purposely regularly dedicating a decent amount of time, to it . Making a common goal, a commitment that is shared by many, can only be more productive.

Of course, in order to achieve success, a bonus of … 500€ (maximum) was decided. That makes me cringe; excuse me but that’s a petty amount of money. It would be nice to have it in the pocket but hardly enough to make me seriously spend a reasonable amount of time for a good idea, if any thoughtful innovation is to be expected.

You give a little you get a little.

continue here …

via Innovate they ask; what’s in it for me I reply • ©[le-rudulier.eu].

Forget the CV, data decide careers – [FT.com]

I no longer look at somebody’s CV to determine if we will interview them or not,” declares Teri Morse, who oversees the recruitment of 30,000 people each year at Xerox Services. Instead, her team analyses personal data to determine the fate of job candidates.

She is not alone. “Big data” and complex algorithms are increasingly taking decisions out of the hands of individual interviewers – a trend that has far-reaching consequences for job seekers and recruiters alike.

via Forget the CV, data decide careers – FT.com.

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