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Category: Design

Death to Features! Long Live Touchpoints – Interactions, Macro-Interactions and Micro-Interactions

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

As a longtime advocate of Human-Centered Design, I belong to a group of people who have been desperately trying to get folks to stop thinking…

Why there is so much Bad Design?

Posted in Books, Customer Experience, Design, Emotional Design, Experience Design, Innovation, and Service Design

I am a firm believer in the Human-Centered Design Process. So, why are there so many bad designs? Here’s why: There was never a Designer…

Three Tips to Successfully Prototype Your Ideas

Posted in Design, Experience Design, and Service Design

In Tim Brown, CEO and president at IDEO, recent LinkedIn post, Why You Should Talk Less and Do More, he states that “Ideas are of…

Staging an Experience: Orchestrating Memories from Pine and Gilmore

Posted in articles, Books, Brand, Customer Experience, Design, Emotional Design, Experience Design, and Service Design

Joseph Pine II and James H. Gilmore published Welcome to the Experience Economy for the Harvard Business Review in July of 1998 followed by the…

The Secret to Innovation is Human-Centered Design

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

Many organizations talk about being innovated but few truly are. Organizations create goods, services, spaces, places, events – experiences – for people. Innovated organizations know…

Hick–Hyman Law and Design

Posted in Analytics, Architecture, Customer Experience, Design, Experience Design, and Service Design

Psychologists William Edmund Hick and Ray Hyman define “the time it takes for a person to make a decision as a result of the possible choices he or…

Fitts’s Law and Design

Posted in Design, and Experience Design

In 1954, Paul Fitts developed a model of human movement, Fitts’s law, based on rapid, aimed movement. Fitts’s model predicts that the time required to…

Perceived Affordance and Four Principles of Screen Interface Design

Posted in Design, and Experience Design

Psychologist James J. Gibson originally introduced the term “Affordance” in his 1977 article “The Theory of Affordances” and elaborated on it further in his 1979…

The Whole is Other Than the Sum of the Parts: Principles of Gestalt Perception

Posted in Design

I have been running a design review group since 2003. The Customer Experience Special Interest Group meets monthly. At a session, an organization presents its…

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