Over the years, I have written blogs on user experience, customer experience, innovation, design thinking, agile development, data science, predictive analytics, AI, personalization, brand, business strategy, product management, emotional connection, design, art, culture, leadership life… and other topics. – Enjoy.
As more organizations move towards a more customer-centric way of doing business, customer journey maps remain an important tool to help companies better understand what’s happening today, and what customers want tomorrow. In an ‘outside-in, customer-centric’ way, customer journey maps serve to discover, codify and share relevant information across the customer lifecycle and help to
It is okay to disagree with me.You wouldn’t be the first.I sometimes disagree with myself. A disagreement is an opportunity to explore.And I love to explore. If you are right and I am wrong,Then I learn something that was true that I didn’t know.And I value truth above most all things. Thank you.
According to some of the latest theories on creativity (componential theory), creativity is composed of three components: task motivation, domain-relevant skills, and creativity-relevant processes. Motivation is often intrinsic, though it is for some people, or some of the time, extrinsic as well. Domain-relevant skills are often technical (e.g., knowing how to conduct research, for a
“Better is unsustainable, unique is unstoppable” – Denise Lee Yohn, author of Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies. Lots of people talk about getting better at something – but better is not sustainable – and there is always someone who will figure out how to do something even better. As
Life is made up of experiences. Experiences are made up of moments and what we remember from those moments are memories. Our lives are a series of events. Some of these events are big – birth, graduation, marriage… Some are smaller but just as meaningful – a sunset, a relaxing morning, a dinner with a
How do you know you’re making the right bets with your ideas? Which bets do your ideas hinge on? These are our riskiest assumptions. They need to be tested before you spend your valuable time and money. With the ‘problem’ in mind, map out the customer journey to identify the riskiest assumption. Armed with a
“There is a flaw at the heart of the term Minimum Viable Product: it’s not a product. It’s a way of testing whether you’ve found a problem worth solving. A way to reduce risk and quickly test your biggest assumption. Instead of building an MVP identify your Riskiest Assumption and Test it.” – Rik Higham,
Disney created a color called Go Away Green. A very bland green shade you see a lot of in the park but don’t really think anything about. It was created with the idea that the common eye would glaze right over it. Truth is, unless you’re looking for it, it is all too easy to just
Aesthetics is a set of principles concerned with the nature and appreciation of beauty, especially in art. Aesthetic experiences, such as looking at paintings, listening to music or reading poems, are linked to the perception of external objects, but not to any apparent functional use the objects might have. Aesthetic experience involves more than preference,
“Do not solve the problem that’s asked of you. It’s almost always the wrong problem.” – Don Norman Designers have often been told to focus on outcomes, not features, so that they solve the right problem instead of building the wrong thing. While this rule has been accepted and practiced within experience design, it is
How we make machine learning transparent to our customers is one of the great design challenges of our time—and a very necessary one. Machine learning refers to different kinds of algorithms that learn from inputs like human interaction or data and create evolving feedback over time from that input. It can use preexisting data to
Listening is one of the most powerful things we can do. It is also very challenging. It seems strange that it is difficult. But it is… because it demands us to be both self-aware and willing to be compassionate. Active listening is all bright-eyed, big smile and nodding approval kind of a listening. Deeper listening is