The Secret to Innovation is Human-Centered Design

Many organizations talk about being innovated but few truly are. Organizations create goods, services, spaces, places, events – experiences – for people. Innovated organizations know this and follow the principles of human-centered design to innovate. Human-Centered Design, as the name implies, is designing solutions around human. It is the process that innovators like Apple and […]

The Two Laws of User Interface Design According to Jef Raskin Apply to Experience Design

Jef Raskin is probably best known for starting the Macintosh project at Apple in the late 1970s. He was awarded a National Science Foundation grant to establish a Computer and Humanities center which used a graphic display rather than the teletypes. But what I love about Raskin is that he was in a graduate music […]

Hick–Hyman Law and 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 she has” in the Hick–Hyman Law.That is, increasing the number of choices will increase the decision time logarithmically. This means that people subdivide their total collection of choices into categories, eliminating […]

Fitts’s Law and 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 rapidly move to a target area is a function of the distance to the target and the size of the target. This law is used to model the act of […]

Perceived Affordance and Four Principles of Screen Interface 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 book The Ecological Approach to Visual Perception. Gibson defined affordances as all “action possibilities” latent in the environment, objectively measurable and independent of the individual’s ability to recognize them, but […]

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

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 product or service for a free design review. The group reviews the design in terms of business goals and target audience profile. The end result is a list of ways […]

Finally, a body of knowledge guide for Product Management and Marketing!

The Standard for Product Management and Marketing is Here! The Guide to the Product Management and Marketing Body of Knowledge (ProdBOK) is a comprehensive, easy to read standard for product management profession. The ProdBOK is an industry-wide effort to standardize the practice of product management sponsored by the Association of International Product Management and Marketing (AIPMM). […]

Learning from Our Customers

I cannot over emphasize the importance of developing prototypes and reviewing them with your target audiences as early and often as possible. Determining, developing and delivering your customer experience is an Outside-in process. Too many companies make the mistake of thinking that they know what is best for their customers. Oftentimes they may think that […]

Great Customer Experience Should Not be a Public Relations Ploy

Though it is for many companies… This week Jack Cummings shared with us: “I recently had the unhappy experience of calling ATT internet support 8-9 times over a couple of months trying to get my ATT DSL fixed. Unfailingly each different, and they were always different, person to whom I spoke was polite and somewhere […]

The Customer Experience Revolution on The Takeaway with John Hockenberry

  With the announcement on July 29 that retailer Amazon would be adding 7,000 jobs nationwide, Jeofrey Bean appeared on The Takeaway with John Hockenberry to address the question: How has Amazon’s customer service policies contributed to its global success? WNYC is one of the largest news radio stations in the US with over 1 million listeners […]