Our latest POV on how customer experience drives everything from concept and creative to design and technology
An Expedition Into Empathy The Expeditioners You may not have heard of ThyssenKrupp, but you very likely use their products and services every day in getting to work and getting back home. The multinational conglomerate consists of 670 companies worldwide. They are one of the world’s largest steel producers, and their technology division manufactures automotive technologies, elevator systems, marine systems, plant […]
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(How new behavioral economics research & user-centered design will impact your strategy this year) As we begin the new year, here’s a shout-out to a word that has held its own, humble and steadfast through all trendy buzzword storms. Let it lead us through the next 12 months as a guiding principle: U S […]
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It’s 1900. Hawaii becomes an official U.S. Territory, L. Frank Baum publishes The Wonderful Wizard of Oz, and the American automobile industry consists of 500 luxury automakers producing handmade vehicles that start at $1,500 (roughly $41K today). By 1906, the automobile industry is so unattractive that it divides a nation. “Nothing has spread socialistic feeling […]
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It’s hard out there for a Product Manager. Ever-increasing customer expectations now require more frequent updates and enhancements to existing digital products. But most product teams already have a catalog of improvements they want to get to, sometimes with multiple priorities, multiple design and dev teams, and limited funding and resources. It’s hard to innovate […]
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In my previous post on Object Oriented UX, I discussed defining objects from your requirements to create a modular system. Now lets look at how you can take those objects in conjunction with actions to create an interaction model that maps out the overall UX architecture. Thus creating a plan to achieve the goal of […]
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Because Knowing is Half the Battle In their Customer Conversation report, eConsultancy and IBM report that 81% of companies are confident they have a great CX (customer experience) and a holistic view of their customers. But customers disagree. The same report also points out that only 37% of customers feel like they are well understood. […]
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Think Different When Apple exploded onto the scene with their iconic 1984 introduction to the Macintosh, they immediately cemented their reputation as an innovation-oriented firm that breaks from the status quo—disruptive and non-conformist in every way and ready to challenge established thinking head-on. This is not your ordinary company. This is not your ordinary product. […]
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We’ve all known this day was coming for some time now. Much like Mark Pincus returning to Zynga, tech giants gearing up to buy Twitter, and $20,000 Apple watches selling out in a matter of minutes, Google changing its search algorithm to favor mobile-optimized sites was inevitable. A much-needed shift to account for a world where 80% of all online […]
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When you hear someone talk about object-oriented design, you may jump to the conclusion that they are speaking about coding. Object-oriented thinking has been around for a long time on the development side of the house, but it’s time that user experience picked up the practice too. Let’s start with a definition of what object-oriented […]
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I’m not a big self-promoter. I’ve always been like that—shying away from “me-talk” and diverting the conversation to discuss some of your accomplishments. I find that I get to know people a lot better and, thus, feel a lot closer to them when I do so.
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