November 4, 2021

Coffee Chats: John Wallis – Episode 1 Welcome to the first episode in a series of Impact Signal Coffee Chats where we explore anything and everything about data, analytics, service design, user experiences, and customer journeys. In Episode 1 of this… Continue Reading

November 1, 2021

Providing Perspective for the Rotman Business Design Club Case Competition

The Rotman Business Design Club (student-led club) organized a case competition for Business Design and Analytics students on October 26, 2021. The challenge revolved around leveraging Machine Learning to optimize churn for a telecom company. … Continue Reading

Automation robot
September 8, 2021

How to Beat Automation

“Will I lose my job to a robot?” This is a question we are hearing more and more as automation continues becoming more prevalent in our lives. Imagine if we had to still speak to… Continue Reading

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