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.
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
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
Today’s consumers are overwhelmed by a constant deluge of advertisements and promotions. They are tired of the noise and fatigued by all the product options. They increasingly desire the personalized attention they get from Amazon, Netflix and other brands they interact with. We are living in an experience economy where mere goods and services are
I started developing website in the 1990’s – HTML 1, before CSS, basic JavaScript and the beginning of the dot com boom. Now there is HTML 5, CSS 3 and all sorts of libraries and frameworks to create sophisticated websites. One thing hasn’t change about websites – they still need to be easy to use.
In today’s experience economy, successful companies don’t stand out because of their efficient production or their better engineering. It is their dedication to understanding their customers and their strong commitment to solving customers’ problems and servicing their needs. In the article, Why Design Thinking is the Future of Management, Stefan Link shares: “Design Thinking helps
In The Continuum of Data-Driven Success, dear friend and colleague, Annette Franz, Founder and CEO of CX Journey, Inc. shares these five phases of customer data-driven success: Phase 1: Feedback This is where we see companies in the primitive stages of understanding the importance of data (i.e., they know they need to listen to their
Ethnography is the branch of anthropology that involves trying to understand how people live their lives. Unlike traditional market researchers, who ask specific, highly practical questions, anthropological researchers visit consumers in their homes or offices to observe and listen in a non directed way. In the HBR article, Ethnographic Research: A Key to Strategy, Ken
Interviews are one of the basic methods of requirements gathering, usability testing, and task analysis. In order to remove our personal biases, expectations and opinions from the questions asked, one of the questioning technique is non directed interview, sometimes called unstructured interview. Mike Kuniavsky, author and a twenty-year veteran of digital product development shares in
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
One of the questions that I get all the time is “What is the best Designer to Developer ratio?” As you can imagine, this can vary depending on marketplace and business goals. If you developing an engineering tool for engineers then your engineers who are developing it probably have a good idea of who is
We are now living in the ‘Age of the Customer’ where the pace of technologic advancement and customer empowerment continues to disrupt today’s business models. The key to competitive survival is data and insights-driven customer obsession. Customer obsession means constantly listening to customers and continuously testing, enhancing, and personalizing the customer experience. According to The
This article first appeared in LinkedIn November 14, 2017. Written by one of my heroes, Tim Brown, CEO at IDEO: Some of today’s most successful companies—Airbnb, Nike—have CEOs who are also designers. And leading organizations across industries, like Apple, 3M, and Pepsi, have highly influential Chief Design Officers at the helm. Making design a priority isn’t just