Image

Blog

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

September 9, 2020

Three lessons learned from operating in the rapidly evolving Cannabis industry

In the last decade, in Canada and the United States, there has been uncertainty and rapid change in the operating environment for Cannabis products. We can look back at that time and apply the following… Continue Reading

Multicultural group of people linking arms in a group
August 25, 2020

Diversity and Inclusion By Design

Though executives tend to think—and want to believe—they’re hiring and promoting fairly, bias still creeps into their decisions. They may use ambiguous criteria that amplify unconscious biases such as conformity and personal similarity bias which… Continue Reading

Getting a Return On Your Journey Mapping Project
August 13, 2020

Getting a Return On Your Journey Mapping Project

According to the Peak-End Rule, the end, best or worst part of the experience are key moments that have the largest impact on customer perceptions and future loyalty. With customer shifts to digital delivery channels,… Continue Reading

Guy Hanging Out
August 5, 2020

Is Adaptability More Important Than Cultural Fit

A recent article in Harvard Business Review (HBR), suggests that hiring employees who share similar values is especially beneficial for retention - contributing to a stable and committed workforce - but is less important to… Continue Reading

Train Platform
July 31, 2020

Modelling Customer Behaviour After Covid-19

  Lockdown and social distancing measures to contain the spread of COVID-19 have resulted in a severe economic downturn world over. In the midst of uncertainty and the fear of the unknown, businesses are grappling… Continue Reading

June 8, 2020

Four Steps To Designing Employee Experience Solutions With Your Employees

The current environment with COVID-19 has many human resources teams wondering how best to support employee needs. Only our employees know how this is impacting them.  Uncertain, ambiguous situations like this pandemic, are the right… Continue Reading

June 4, 2020

Design and Analytics – Puzzle pieces

I started out as an analytics guy thinking that all of the important answers were in the numbers. The answers were waiting to be found but were concealed in the data and just needed to… Continue Reading

Arrow-up