Blog

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.

The Design Mission Statement

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 –

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The Design Vision Statement

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

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The Four Stages of Learning and Your 30-60-90 Day Plan

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

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UX Stories

In UX Stories Communicate Designs, Sarah Gibbons shares with us: Stories are a natural part of our lives. We tell, read, and listen to stories every day — from listening to the news to recounting the events of the day. These stories are our way of remembering and communicating experiences. Studies have shown that people’s

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Interview for Innovation

To innovate, you must observe and talk to the people for whom you are designing your solution. Observe them in the place that they will using your solution and hear from them in their own words. The goal of an Interview is to really understand their experiences, needs, and desires. Here are few tips for

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A Win-Win Relationship with Product and Experience Design

In a small organization, one person may be responsible for the success of the product and the experience design. But even in some of the smallest companies, you see these as different roles. The person responsible for the product success is usually focused on defining the product – sometimes referred to as the Product Manager

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User Story Maps and Wireframes

In Agile, user story maps are a holistic view of your product backlog. A product backlog is a repository of requirements for the releases of the product. The user story map is focused on the user experience target outcomes and identifying the best way to ‘slice’ your product releases by minimal viable product (MVP). A

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UX Maturity Model and Strategy Scorecard

Your products and services are delivering an experience to your customers regardless if you are consciously managing them. A good experience delights customers and generates a steady revenue stream while a poor experience sends customers to the competition and can be the demise of an organization. Savvy organizations understand their experience design maturity, invest in

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Bruce Temkin’s Seven Golden Rules of Customer Experience

Bruce Temkin is the co-founder and Chair of the Customer Experience Professionals Association and the Managing Partner of the Temkin Group. Prior to founding the Temkin Group, Bruce was the Vice President & Principal Analyst at Forrester Research focusing on customer experience. So Bruce knows a little bit about customer experience. Here is his Seven

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Empathy Maps

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

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Customer Engagement and Machine Learning

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

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