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Blog

July 28, 2022

Is Being Empathetic The Secret To Success?

Empathy; it’s one of the first things you’re taught in school. You’re always told that it’s a “good” quality to have, but the reality is it’s the most basic quality you could have.  Empathy is… Continue Reading

June 3, 2022

4 Service Design Strategies That May Work For Your Company

Experience. Positive experience.  A positive experience creates value. A positive experience fosters loyalty. A positive experience is the difference between good and great. You need to create a positive experience for your stakeholders. But how?… 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

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

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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

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

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