Image

Blog

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

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

Arrow-up