“We know that consumer purchase decisions are often made quickly and subconsciously, but there are opportunities where it’s possible to influence a consumer’s perception of a brand. People often make buying decisions by using all five of their senses and once product designers discover what each of these sensory influencers are, they can develop packaging … Read more
So how do you make the complex simple? How do you accommodate a person’s first-time experience from their familiar routine from their advance experts needs? With progressive disclosure. Progressive disclosure is an interaction design technique to help maintain the focus of a person’s attention by reducing clutter, confusion, and cognitive load by presenting only the … Read more
A recent Nielsen Norman Group study found that organizations that have adopted an agile development process are more proficient in execution but some have abandon research and design best practices and degrade their customer experience. Unfortunately, the study found, that most organizations following the agile development process didn’t include research on a consistent basis, if … Read more
We are in the Experience Economy that Pine and Gilmore predicted – a customer-centric marketplace that Forrester calls the Age of the Customer where: “A customer obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of an engagement with customers, and prioritizes these over maintaining traditional competitive barriers.” We … Read more
I was having lunch with a colleague – catching up on family and his new gig, when we got on a conversation about the difference in US and Japanese business cultures (he has spent the last 25 years working in both). One thing in particular that stood out to me was that Japanese companies have … Read more
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
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
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