August 16, 2021

“That will never work”: What to do to win people over

When you are designing a service that seamlessly weaves together multiple channels and touchpoints – what we call an omni-channel experience - it’s neither realistic nor advisable to launch all at once. It’s simply too… Continue Reading

Kanban board
July 21, 2021

The Value of Design for Companies

Introduction Design thinking continues to be a hot topic. Many businesses have heard that design thinking is a good thing and understand intuitively that working with your customers can deliver better products and services.  However,… Continue Reading

July 7, 2021

The Design Thinking Process

Introduction Design thinking has become essential when developing innovative ideas.  This structured process of innovation has its roots in lessons learned from successful designers. Unfortunately, when most people think about innovation, they attribute their experience… Continue Reading

Kanban Board
June 30, 2021

What is Design Thinking?

Introduction In 1908, Henry Ford released the Model T, the first affordable, easy to operate, vehicle the world has ever seen. The Model T is known for putting the world on wheels1. As a result,… Continue Reading

April 21, 2021

Designing for Qualities and Quantities of Your Business

Excerpt from Roger Martin, Rotman on Design In order to manage successfully, we need to pay attention to things that we can measure but also the feelings and emotions of our customers. In a world… Continue Reading

April 12, 2021

Gaining Consensus Around the Customer Experience

I attended a virtual conference with John Maeda (a guy who does a lot of thinking about design) the other day. He mentioned something that resonated with me. He described design thinking as a faster way to… Continue Reading

January 19, 2021

Embracing Diversity of Perspectives

Not too long ago, I had the opportunity to be part of the University of Toronto’s Rotman Business Design eXchange (BDX) Initiative.  It was a great event with speakers from several companies all sharing ideas… Continue Reading

November 3, 2020

Three Things Successful Internal Design Teams Do Well

Over the last decade, many companies have acquired or built in-house customer experience design teams. The mandate of these new teams often includes bringing user-centered design skills and approaches to the development of digital and… Continue Reading

October 7, 2020

Faster isn’t always better for delivering value in customer experiences

Before applying technology to your customer experience, do some research to explore your options. Chick-fil-A had a problem of success. In the US, the revenue per restaurant was approximately 3-4 times that of a comparable… Continue Reading

September 24, 2020

Hitting the Right Notes with Behavioural Economics and Service Design

Human beings are inherently irrational, but predictably so. That’s the core principle behind the field of study known as behavioural economics (BE). In contrast to more traditional economic theories that are firmly rooted in rationality,… Continue Reading