Context Brokering: The Secret to Personalized Brand Experiences

From Wired Innovation Insight’s blog, The Marketing Tech Differentiator: True Contextualization, Dennis van der Veeke shares with us: “Organizations today often rely on multiple technologies to provide the relevant data points needed to drive customer experience. These systems, however, tend to lack seamless integration with each other, resulting in a disjointed brand experience. To meet […]

Innovation Through Empathy Maps

If there is such a thing as a  Design Thinking geek – I’m it. My new favorite Design Thinking technique is Empathy Maps. Empathy Maps are a tool to help synthesize your observations to discover insights about your target audience. Empathy Maps are to Design Thinking what  SWOT Analysis is to business. They are simple […]

Affective Engineering

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 customer’s emotional responses to the properties and characteristics of a product or service. Customers purchase products based on qualities like brand, design, impression etc. People want to use products that […]

Multisensory Experience Design Research Methods

Experience design as a discipline runs the gambit from human factors to fine arts. We experience reality from a variety of senses. As experience designers, we map out the affect of each cue along our audiences’ journey with the five senses – sight, sound, touch, taste, smell – the more senses engage, the more memorable […]

A Customer Journey Map Workshop

Just last week I ran a customer journey map (CJM) workshop at FICO World 2014. I always enjoy the enthusiasm for customers and engagement around designing better customer experience that happens at these workshops. The secret to any good workshop is to facilitate an environment of trust where the participants can be free to share […]

Designing a Consumer Product Packaging Experience

“We know that consumer purchase decisions are often made quickly and subconsciously, but there are opportunities where it’s possible to influence a consumer’s perception of a brand. People often make buying decisions by using all five of their senses and once product designers discover what each of these sensory influencers are, they can develop packaging […]

The Role of Information Technology in the Digital Customer Experience Revolution

Information Technology (IT) refers to anything related to computing technology, such as your computer network, hardware and software that connect you to the Internet, and the people that work with these technologies. Many organizations have an IT person or department depending on their needs. As we are at the intersection of the Information Age and […]

Four Must Dos for your VoC Program

From’s Voice of the Customer measurement: Which metrics are right for you? by Stacey Nevel, here are four “must dos” for a successful Voice Of the Customer (VoC) program: Engaging stakeholders – align your VoC program with the business goals and provide actionable insights to support those objectives like increase revenue, reduced costs, increase cross sell, increase customer-centricity, […]

Making the Complex Simple with Progressive Disclosure

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? With progressive disclosure. Progressive disclosure is an interaction design technique to help maintain the focus of a person’s attention by reducing clutter, confusion, and cognitive load by presenting only the […]

Experience Design in an Agile World

A recent Nielsen Norman Group study found that organizations that have adopted an agile development process are more proficient in execution but some have abandon research and design best practices and degrade their customer experience. Unfortunately, the study found, that most organizations following the agile development process didn’t include research on a consistent basis, if […]