Finding the right sample size is a tradeoff between the number of participants in the study and the ability to detect problems. The larger the sample size, the more problems that get uncovered. There is however a diminishing return as fewer new problems get uncovered with each additional user. And not all problems uniformly affect … Read more
In a not-so-recent HBR article on Design Thinking, Tim Brown reminds us that “…innovation is powered by a thorough understanding, through direct observation, of what people want and need in their lives and what they like or dislike about the way particular products are made, packaged, marketed, sold, and supported.” That: “Design thinking is… a … Read more
According to the Corporate Executive Board, (CEB) almost 60% of the customers’ journey is complete before they reach out to vendors. Our customers’ journey starts way before their first transaction. with us And in a Harvard Business Review, “Solution Selling is Dead” (that cites the CEB findings) because talking about our products and services is no longer good enough. It … Read more
As a longtime advocate of Human-Centered Design, I belong to a group of people who have been desperately trying to get folks to stop thinking about features and instead, think about the human interactions, such as touchpoints, with our brand, products and services. Chris Risdon, in his article, Un-Sucking the Touchpoint, points out that a … Read more
I am a firm believer in the Human-Centered Design Process. So, why are there so many bad designs? Here’s why: There was never a Designer involved The Designer was brought in on the project too late There wasn’t a person(s) to implement the design The implementer(s) of the design do not have the right skills … Read more
“And one more thing…” is a phrase Steve Jobs famously used in making announcements of products towards the end of his presentations. Steve Jobs also said “We’re gambling on our vision, and we would rather do that than make ‘me too’ products. Let some other companies do that. For us, it’s always the next dream.” … Read more
Richard Owen, President and CEO of Satmetrix, had a lot to say at the Satmetrix’s 8th Annual Net Promoter Customer Experience Conference. At his keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience, Richard explained that Satmetrix sees four important factors to the future … Read more
I was at the recent Satmetrix’s 8th Annual Net Promoter Customer Experience Conference where Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard explained that Satmetrix sees three types of NPS … Read more
According to IDC Retail Insights report “Satisfying the Omni-channel Consumers Whenever and Wherever They Shop” , Multi-Channel Shoppers spend, on average, 15% to 30% more with a retailer than a Single Channel Shoppers – which makes sense, since there are more channels from which to purchase. But the report goes on to state that Omni-Channel … Read more
In Tim Brown, CEO and president at IDEO, recent LinkedIn post, Why You Should Talk Less and Do More, he states that “Ideas are of little use if they stay put as ideas…” and “Shortening the distance between talking about an idea and prototyping it is key to becoming a successful design thinker.” Tim shares … Read more
Joseph Pine II and James H. Gilmore published Welcome to the Experience Economy for the Harvard Business Review in July of 1998 followed by the book, The Experience Economy: Work Is Theater & Every Business a Stage, in April of 1999 with an updated edition in 2011. Pine and Gilmore provide us with the first … Read more
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 … Read more