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Category: Customer Experience

An Experience is More Than What it Looks Like

Posted in Brand Experience, Customer Experience, Design, and Experience Design

Visual appearance is important. Studies have shown that if your product appears professional, customers are more likely to fault themselves for usability issues versus the…

Authenticity, Your Brand Promise and Experience

Posted in Brand Experience, Business Strategy, Customer Experience, and Experience Design

I was having coffee with my good friend, Mark Tomaszewicz, Chief Experience Officer at Bulldog Drummond. Mark was sharing with me this idea that at the…

Mental Models

Posted in Customer Experience, Customer Insights, Design, Design Thinking, Emotional Design, Experience Design, and Innovation

Mental models are psychological representations of real, hypothetical, or imaginary situations. They were first postulated in the late 1800’s by the American philosopher Charles Sanders…

Capture the Hearts to Change the Minds and Win Your Customers

Posted in Customer Experience, Customer Insights, Emotional Design, and Experience Design

Humans are irrational. We think we make rational decisions but science tells us we are incapable of making rational decisions. We cannot make a decision without…

Are Your Customers Analog or Digital?

Posted in Business Strategy, Customer Experience, Customer Insights, Design Thinking, Experience Design, Innovation, and Technology

My wife called from the garden to my daughter asking for the time. My daughter replied three fifty (3:50). I immediately thought “why didn’t she…

Empathy to Innovation

Posted in Customer Experience, Customer Insights, Design, Design Thinking, Experience Design, and Innovation

Empathy is the tool that we use to gain understanding. Understanding leads to insights. Insight is what informs experiments. Experimentation results in innovation. Empathy is…

Design Thinking Enhances Culture, Speed, Efficiency, Customer Experience and Profitability

Posted in Business Strategy, Customer Experience, and Design Thinking

A recent Forrester Total Economic Impact Study found that Design Thinking practiced across diverse portfolios of products and services helped clients reduce costs, increase speed,…

Design Thinking Metrics

Posted in Customer Experience, Design Thinking, and Experience Design

Design Thinking is a discipline – a mindset. A way of thinking – not a process. Thinking like a designer, Design Thinking applies the designer’s…

Designers and the Design Culture

Posted in Customer Experience, Design, Design Thinking, and Experience Design

One question I consistently get is “Are all Designers like this?” This is usually in the context of the challenge to management them. The answer…

The Design Mission Statement

Posted in Business Strategy, Customer Experience, Design, Experience Design, and Leadership

A mission statement is a written declaration of an organization’s core purpose. Properly crafted mission statements: serve as filters to separate what is important from…

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