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
As was the case with the mobile revolution, and the web before that, machine learning is causing us to rethink, restructure, and reconsider what’s possible in virtually every experience we build. At Google, they call this Human-Centered Machine Learning – staying grounded in human needs while solving for them—in ways that are uniquely possible through … Read more
I find myself going back to Fabien Girardin’s excellent article, Experience Design in the Machine Learning Era, and mining it for more gold. Fabien shares: “Nowadays, the design of many digital services does not only rely on data manipulation and information design but also on systems that learn from their users. If you would open the … Read more
I have two assumptions: our dependency on technology is only going to increase; and the need for that technology to be ubiquitous or invisible will be mandatory. I love Machine Learning and AI. And combined with UX, I believe we will make a better world. I have another assumption. There are some interactions that some … Read more
The Golden Rule or law of reciprocity is the principle of treating others as one would wish to be treated. It is a maxim of altruism seen in many religions and cultures. Simply stated, “One should treat others as one would like others to treat oneself.” As a child, I learned it as “Do onto others as you would want them to do … Read more
In the Harvard Business Review article, AI Won’t Change Companies Without Great UX, Michael Schrage asked the question, “As artificial intelligence algorithms infiltrate the enterprise, organizational learning matters as much as machine learning. How should smart management teams maximize the economic value of smarter systems?”: “Strategically speaking, a brilliant data-driven algorithm typically matters less than … Read more
From Experience Design in the Machine Learning Era, Fabien Girardin shares that with a behavioral data-driven experiences, we exploit thick data, the qualitative information that provides insights on people’s lives, big data from the aggregated behavioral data of millions of people and the small data that each individual generates. Traditionally, designers focus on defining the experience of the service, feature or … Read more