Skip to content

Category archive for: Service Design

Intervention Design and Iterative Prototyping

Posted in Design Thinking, Innovation, Product, and Service Design

You all know my evangelism for iterative prototyping… Well, you can imagine my joy when I saw this month’s Harvard Business Review dedicated to “The…

Read MoreIntervention Design and Iterative Prototyping

Learn, Anticipate and Simplify the Customer Experience across Channels with Predictive Analytics

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

We are at the intersection of three maturing technologies: mobile devices, cloud services and big data analytics. Experience Makers collect, correlate and analyze data from their customer…

Read MoreLearn, Anticipate and Simplify the Customer Experience across Channels with Predictive Analytics

Personas, Actors, and Roles

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

Personas, actors, and roles have been around for a long time. In Greek theater, the persona referred to the “theatrical mask” – a role played…

Read MorePersonas, Actors, and Roles

Affective Engineering

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

Affective Engineering is akin to Emotional Design rooted in Kansei. Kansei is a Japanese word that roughly translates to sensitivity and sensibility. It links the…

Read MoreAffective Engineering

Making the Complex Simple with Progressive Disclosure

Posted in Design, Design Thinking, Experience Design, and Service Design

So how do you make the complex simple? How do you accommodate a person’s first-time experience from their familiar routine from their advance experts needs?…

Read MoreMaking the Complex Simple with Progressive Disclosure

SDL Innovate 2014 Keynote Session – The Customer Experience Revolution

Posted in Books, Brand, Conference, Customer Experience, Customer Insights, Experience Design, Innovation, Leadership, and Service Design

Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate…

Read MoreSDL Innovate 2014 Keynote Session – The Customer Experience Revolution

Design Thinking is the Key to Innovation

Posted in Design, Design Thinking, Experience Design, and Service Design

In a not-so-recent HBR article on Design Thinking, Tim Brown reminds us that “…innovation is powered by a thorough understanding, through direct observation, of what…

Read MoreDesign Thinking is the Key to Innovation

Customers Control Our Brand

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

According to the Corporate Executive Board, (CEB) almost 60% of the customers’ journey is complete before they reach out to vendors. Our customers’ journey starts way before…

Read MoreCustomers Control Our Brand

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…

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

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…

Read MoreWhy there is so much Bad Design?

%d bloggers like this: