Customer journey maps are a visualization of the journey that your customers go through to understand and engage with your organization. They tell a story from when a prospective customer first heard about you, through first contact and into a (hopefully) long-term relationship. Customer journey maps are a tool for your organization to measure customer … Read more
Altruistic behavior is common throughout the animal kingdom, particularly in species with complex social structures. For example, vampire bats regularly regurgitate blood and donate it to other members of their group who have failed to feed that night, ensuring they do not starve. In numerous bird species, a breeding pair receives help in raising its … Read more
I was having coffee with my good friend, Mark Tomaszewicz, Chief Experience Officer at Bulldog Drummond. Mark was sharing with me this idea that at the intersection of brand promise and brand experience is authenticity. Mark recently wrote a blog about it. What I like about this Venn diagram Mark shared in his blog is how … Read more
My wife called from the garden to my daughter asking for the time. My daughter replied three fifty (3:50). I immediately thought “why didn’t she say ten to four?” Then I realized that she rarely looks at an analog clock – she probably doesn’t even know what “ten to four” means. Or how about “half … Read more
A Forrester Total Economic Impact Study found that Design Thinking practiced across diverse portfolios of products and services helped clients reduce costs, increase speed, and design better solutions. The purpose of the study was to evaluate design thinking’s financial impact for both individual projects and a grander organizational transformation. Forrester interviewed over 60 executives who … Read more
I have been fortunate to have some great leaders along my path. They seemed to have genuinely cared about me and instilled in me a strong trust and loyalty to them. These leaders had empathy, they were good listeners and knew how to inspire a team with a clear vision. “Success is a team sport. … Read more
A mission statement is a written declaration of an organization’s core purpose. Properly crafted mission statements: serve as filters to separate what is important from what is not clearly state which markets will be served and how communicate a sense of intended direction to the entire organization A mission is different from a vision – … Read more
Over the years, I have developed my share of Design vision, missions, goals and strategies. Early in my career, I developed the teams from scratch but now it is more about helping existing teams level up. At the core of any good team, is a clearly understood vision. As I have stated many times over … Read more
The Four Stages of Learning suggests that individuals are initially unaware of how little they know, or unconscious of their incompetence – we don’t know what we don’t know. As we recognize our incompetence, we consciously acquire knowledge (we know what we don’t know). When we are consciously using knowledge then we know what we … Read more
How do you win the attention of your audience and create content they actually care about? It happens when you take the time to understand and take on their thoughts, feelings and motivations as your own; it happens through empathy. Empathy mapping is an effective way to tap into the head and heart of your … Read more
I have grown several UX departments from little or nothing to global highly efficient and effective teams. In every case, it was the same – we had to prove ourselves to the decision makers that we were worth investing in. We needed to get a “seat at the table” with the executives team that determined … Read more
From The Wall Street Journals article, Radically Open: Tom Friedman On the Future of Work,Tom Friedman, Pulitzer Prize-winning columnist for The New York Times and author of seven best-selling books, has these five rules: Always think like an immigrant. Because we’re all new immigrants to the age of accelerations. Always think like an artisan. Always do … Read more