How can we affect change in an organization that will lead to improved customer relationships and more meaningful work? Empowerment, trust, and leadership.
All of our deep thoughts.
Field studies sound expensive, time consuming and repetitive. Learn why they can actually save resources in the long run, provide new business opportunities, and give you insights into your customer's lives.
Service Design looks broadly and deeply at the interactions between people on the outside of a business and people on the inside of it; from what motivates people to engage with the business, to how the business should best entice and serve them, to how customers and companies deal with each other once they have an established relationship.
We all have to play our roles, but ultimately we’ve come together, hopefully, to make something that has meaning and we don’t necessarily have to fall into Industrial Age hierarchies in order to accomplish our shared goals.
How can we design for real world stress, aka, the real life of our customers? Design for Real Life explores this question and ways we can ethically test our work with real people.
A tweet I posted last November was part being silly, but it was also the idealist in me wondering why so many products and services aren't attempting to reduce suffering and increase dignity.
As we say around here, people are weird, and they will use your product in ways you never imagined. There's only one way to find out how, and that's by asking.
We’d been on the conference call for a little over fifteen minutes talking with the client about the early results of usability testing on an application for reviewing the results of a DNA test. We were seeing reactions of “too many screens,” and too much medical jargon that wasn’t explained. Test participants were getting lost and felt underwhelmed. Eventually, they would all find the right information, but the usability test results didn’t feel like a success in terms of the design proving helpful.
A review of Why Did the Policeman Cross the Road?: How to solve problems before they arise, a book on design-thinking within a special British police unit called the Problem Solving Unit.
It isn’t fun to be constrained when trying to solve a problem or explore an opportunity. Having too little time and too little budget is something everyone runs into. But working within a constraint can lead to some surprising and creative outcomes.
What does it mean for technology to be ethical, and whose responsibility is to foresee the side effects of any given technology? We explore these questions and ideas for a more ethical approach.
A company’s reputation feeds as much its ability to turn a profit as does the things it creates in its operations. Your design should take that into account. The people who approve your deliverables should understand that. The people that sign the cheques should demand it. It’s on all of us to stand up, be good hosts, and say “We can do better.”