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Category archive for: Service Design

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…

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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?…

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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…

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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…

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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…

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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…

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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…

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Customer Centricity Drives Innovation and Agility

Posted in Customer Experience, Leadership, and Service Design

Amazon.com has built automated systems that detect when a customer hasn’t paid the lowest available price for a product, or when the playback of a…

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It Doesn’t Pay to Delight a Customer

Posted in Analytics, Books, Customer Experience, Customer Insights, Experience Design, Service Design, and Voice of the Custostomer

I recently heard Rick DeLisi, co-author of The Effortless Experience, give a Keynote: All of Your Customers are loyal Right Now. What about Tomorrow? Rick…

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Brand Driven Behavioral Change

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

As organizations are beginning to realize that for long-term growth, you need long-term customers (advocates) and to have customer advocates, who sell your brand for…

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