Customer Obsession Metrics

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 … Read more

Crafting Experiences for The Enterprise

In 2007, I wrote an article for Pragmatic Marketer magazine entitled “Easy to Use for Whom: Defining the Customer and User Experience for Enterprise Software.” I opened the article with: “Enterprise software is only easy to use if the customers and users think it is easy to use. To determine “ease of use,” first understand … Read more

Death of the Password with Better Authentication Design

I recently attended Jared Spool’s presentation “Insecure & Unintuitive: How We Need to Fix the UX of Security.” If you haven’t heard Jared speak then I recommend that you do. Jared is both highly entertaining and highly informative. In this presentation, Jared shared how organizations are losing millions of dollars because people don’t remember their … Read more

Experience Design, Machine Learning and the Platinum Rule

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

Here comes the User Experience Manifesto on Portofino Media

I sat down with Armond Mehrabian, host of Portofino Media, to talk about the User Experience Manifesto. In past episodes we delved into Design Sprints and Agile UX at the Portofino studios but for this episode we met at at Nutmeg Bakery and Cafe. The ambiance was caffeinated. https://soundcloud.com/armond-5/here-comes-the-user-experience-manifesto

Group Personas

In some cases, you may only need to define a limited set of primary and secondary personas. It may be important to make the distinction between your buyer, user and influencer personas. But as you think through your scenarios, if you find groups of personas interacting with the environment or with other personas, you may … Read more

Design Thinking: A Brief History

You could say the basic principles of Design Thinking have always been around. It was these basic principles that early humans built tools and drew on cave walls. It required observation, experimentation and prototyping. Learning from each iteration and evolving the design and our evolution as a species. Just as is does today. In his … Read more

The Right Color Palette for Data Visualization

While visually appealing (harmonious) color palettes are easy to come by these days, finding the right color palette for data visualizations is challenging. Things are made more difficult, as we need to convey information across thousands of unique data sets in many different types of visualization layouts. And then there are issues like accessibility, enough … Read more

The Partnership Between Designers and Data Scientists

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

Minimum Desirable Product

Andrew Chen shares in Minimum Desirable Product: “a business-driven company might try to assess viability upfront, thinking about metrics and revenue and market sizes. A feasibility (engineering) oriented organization might try to pick a super hard technology first (P2P! Mapreduce! Search!), then try to build a business around it. And a desirability-focused team might focus … Read more

Viability, Feasibility and Desirability

IDEO has been leading the charge on an innovation model built around Design Thinking. In this model, there are three key perspectives: Viability. Is it viable. Does it have a reasonable chance of succeeding? Is it capable of producing a profit or achieving your goal? Feasibility. Is it feasible. Does the technology exist or can … Read more