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Category archive for: Customer Experience

Death of the Password with Better Authentication Design

Posted in Customer Experience, Experience Design, Service Design, and Technology

I recently attended Jared Spool’s presentation “Insecure & Unintuitive: How We Need to Fix the UX of Security.” If you haven’t heard Jared speak then…

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Customer Experience, User Experience and Agile

Posted in Agile, Customer Experience, Experience Design, Product, and Technology

I was recently interviewed by Carlos Marquez, CEO at Connexa. He was looking for clarity around Agile development and the roles that Customer Experience and…

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Experience Makers are Memory Makers: Products are now Props and Services are the Stage

Posted in Customer Experience, Experience Design, Product, and Service Design

In The Experience Economy, Pine and Gilmore explain how we are in a new economic era in which mere goods and services are no longer…

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The New Relation Between Humans and Machines

Posted in Analytics, Customer Experience, Experience Design, Innovation, Technology, and UX and Analytics

“The experiences powered by machine learning are not linear or based on static business and design rules. They evolve according to human behaviors with constantly…

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Viability, Feasibility and Desirability

Posted in Customer Experience, Design, Design Thinking, Emotional Design, Experience Design, Innovation, Product, Service Design, and Technology

IDEO has been leading the charge on an innovation model built around Design Thinking. In this model, there are three key perspectives: Viability. Is it…

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Design Sprints with Sean Van Tyne on Portofino Media

Posted in Agile, Business Strategy, Customer Experience, Design Thinking, Experience Design, Product, and Technology

I joined host, Armond Merhabian, and co-host, Daniel Spencer, to discuss how Design Sprints can accelerate Product discovery and development. We discussed how Design Sprints…

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Google Design Sprint

Posted in Agile, Customer Experience, Design Thinking, Experience Design, Innovation, and Technology

Google Design Sprint takes the Design Thinking process and compresses the five stages into five days. Developed at Google Ventures, it’s a “greatest hits” of business…

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Agile UX Remote Usability Testing

Posted in Agile, Analytics, Customer Experience, Experience Design, and UX and Analytics

Usability evaluations assess the degree to which your website, application, product or service can be used by your customers, the efficiency of your solution and…

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Joint Application Design

Posted in Business Strategy, Customer Experience, Design, Experience Design, Technology, and Voice of the Custostomer

IBM formalized the Joint Application Design process in 1974. In JAD, customers and end-users jointly define and design their solution with the solution provider that…

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Easy to Use: Icons

Posted in Agile, Books, Customer Experience, and Design

Ever visit a website or store or see a sign in a public space that you had no idea what the icon meant? There are…

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