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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

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

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