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Blog

July 22, 2022

Three Things You Must Consider When Creating a User Persona

A user persona is a semi-fictional character created to represent the different users that might use your product or service. It helps you understand the needs of your users based on their behaviours, goals, and… 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

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

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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

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

May 29, 2020

Data — The “Special Sauce” Driving Netflix’s Hit Making TV

Analytics helps industries of all kinds to gain insight into their customer’s wants and needs. Netflix does a particularly good job of mining customer data.  It uses analytics to wade through customer data and identify… Continue Reading

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