-
Human Centered Design in business model is a framework of design as well as management which helps in developing the solutions of the problems that involves the perspective of human being in every steps of the process of problem solving. It is an approach of developing the interactive systems which aims in making the system usable. It also focuses on users, requirements as well as human techniques and factors (Giacomin 2014). It aims in development as well as innovation of model of human centered for doing the business considering the sustainability of social and environment.
The traditional frameworks of customer centric business model separates from the innovation product. It an alternative framework that has integrated approach and incorporates the aspects of non-technological field. This model tries in combining the innovation oriented to manufacturing with the service innovation (Kindström and Kowalkowski 2014). The biggest concern of this framework is adapting with the quick change in the business model.
-
Customer Journey Map is the process of visualization which helps an individual for accomplishing the goal when a person follows it. It helps to address the requirement of the customers. Therefore the design of interface has to be customer friendly so it is easy for the customer to address their problem quickly and in an easy way. Moreover the interface has to be attractive for attracting more and more clients (Liu, Sparks and Coghlan 2014). The interface design which is also known as storytelling and visualization has an influencing effect as they are the prime mechanism of to convey the information in a memorable as well as concise way and it helps in creating shared vision.
-
Organizations in order to achieve the success have to concentrate on the customer experience. Customer experience is therefore very significant for the organization. Customer experience can be defined as the set comprising of conscious as well as subconscious attitude, beliefs and feelings on the field of customer journey. It is integration of attitudes, experiences, reactions, thoughts and the feelings possessed by the customer on using a certain product (Gounaris 2015). Customer experience is therefore in regards to the entire product or the touch point of a product. Employee experience is defined as the things employees received at the time of interaction with the customers or the things they received from the organization. Employee experience could be improved by developing the personas of employee, developing the empathy maps of the employees, charting the journey of employees starting from hire to retirement and listening to the employees and then feed it for the improvements of the processes and the experience (Farndale and Kelliher 2013).
-
A solid linkage exists in between customer experience and employee experience. Both the experiences are independent on each other. In the competitive market every organizations gives emphasis on the customer experience and in this process generally avoids the employee experience. In the organization it is seen that the mindset of the executives and the higher stakeholders is to give low preference for the employee experience. If there are no skilled employees then the customer experience will be nil. Therefore the employee experience has to be given more priority as if the employees are engaged in their work then the customer’s experience will certainly be high.
Module 2
-
Microservices is software architecture style which helps the complex applications to be composed by independent and small services. This process of exchanging the service data as well as procedural request is done by utilizing Application Programming Interfaces (API). Microservices are having the potential boon for the business as it helps in improving the agility and adaptability. DevOps as well as microservices helps the organization to deliver innovative features as it can be built quicker than the software development of large scale which incorporates monolithic application. As every microservices are independent therefore it can be developed with the help of any programming language (Fazal-Baqaie, Güldali and Oberthür 2017). The failures of micro services are less catastrophic than in larger systems. If the failure happens in larger system of monolithic application then fixing the fault is difficult where as in microservices the fault can be fixed easily. It also provides excellent elasticity as well as reliability.
-
The service landscape should be developed as well as aligned with the business model for promoting the general architecture framework for helping the business to run smoothly. The goal of the service landscape is establishing the semantic framework and defining the services of IT within the industry. Service landscape such as BIAN that helps the banking industry to perform the job rapidly and appropriately. The serviced landscape helps the organization to align the objectives of business and sharing core services within the organization (Carayannis, Sindakis and Walter 2015). It also helps the organization moving to standardized services from the proprietorship. The service landscape offers the following assistance to the organization:
Standard: Defined standards of IT for System Operating Architecture within the organization helps in ensuring the greatest degree of efficiency. It helps in the foundation of services oriented for the future and offers a great flexibility to the organization.
Agility: service landscape help in providing the maximum opportunity for the organization in adapting rapidly as well as efficiently with the demands and the changes of market.
Flexibility: It ensures maximum efficiency by enabling the organization for rapidly adjusting to the requirement changes as well as new challenges those are evolving within the organization.
Cost Reduction: Every business as well as organization will agree that improvement in operation, flexibility as well as reacting in an efficient way for changes helps in having a beneficiary model of business. These all are been provided by the service landscape and that’s why it should aligned with the business.
-
The business data are essential for the business and the organization should protect the data of customers in order to have their trusts. The data can be protected and the privacy can be maintained by the following ways:
Conducting Internal Audit: An internal audit should be conducted by the business for understanding the data type they are collecting and the way they are going to use the data so that it does not face any privacy issue.
Privacy policy should be developed.
As most of the data in recent times are online therefore those data are needed to be secured from the hackers (Laudau 2015). The use of updated antivirus and updated firewall should be implemented in the organizational website and encryption technique should be followed at the time of data sharing.
References
Carayannis, E.G., Sindakis, S. and Walter, C., 2015. Business model innovation as lever of organizational sustainability. The Journal of Technology Transfer, 40(1), pp.85-104.
Farndale, E. and Kelliher, C., 2013. Implementing performance appraisal: Exploring the employee experience. Human Resource Management, 52(6), pp.879-897.
Fazal-Baqaie, M., Güldali, B. and Oberthür, S., 2017. Towards DevOps in Multi-provider Projects.
Giacomin, J., 2014. What is human centred design?. The Design Journal, 17(4), pp.606-623.
Gounaris, S., 2015. Customer Experience. Wiley Encyclopedia of Management.
Kindström, D. and Kowalkowski, C., 2014. Service innovation in product-centric firms: A multidimensional business model perspective. Journal of Business & Industrial Marketing, 29(2), pp.96-111.
Landau, S., 2015. Control use of data to protect privacy. Science, 347(6221), pp.504-506.
Liu, W., Sparks, B. and Coghlan, A., 2014. Mapping customer experiences: An examination of touchpoints and opportunities for enhancement. CAUTHE 2014: Tourism and Hospitality in the Contemporary World: Trends, Changes and Complexity, p.996.
