Don’t think design thinking matters? Neither did the Oscars.

Last night two of Hollywood’s aging darlings were set to announce best picture.  I am sure you know, it didn’t go well.  Besides Steve Harvey being replaced as the most visible announcement gaff, there is a silver lining for those of us who live in the digital and design world. A real world example of how a lack of design thinking can affect operations. As you can see in the picture above, the information design on the card isn’t exactly straight forward. If they simply followed a typical newspaper structure, Warren mightn’t have been confused and could have articulated the […]

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Empathy is the new black

And by black I mean the color of the souls of everyone who are glued to their device (myself included).  In order to continue the evolution in our relationship with technology, organizations will need to deeply and holistically embrace empathy as the North Star for their business models, not just their marketing. It’s incredible to observe as society moves in two seemingly opposite directions, simultaneously: first is being alone with ones devices and gadgets. The second, is using those gadgets to ‘be together’ with other people – ironically, the people that one is avoiding by being on one’s device. As a […]

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Customer Experience (CX) is just Customer Service (duh)

I would have posted this on my other blog, SHAPING THE GAME, however it ended up becoming a bit colorful and not as prescriptive as STG editorial guidelines would like me to be. (So thanks ‘structure’ and ‘rules’ for ruining my good time). I get pretty excited about Customer Experience. I believe in it. The brands I am a customer of, they believe in it. I enjoy solving business problems through the lens of CX. I like teaching people about CX (though it is pretty straight forward). I like helping people understand how to define it, plan it, execute it, realize it and…. […]

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determining the viability of responsive design

a new religious debate is upon us.  responsive design versus non.  Here is a quick video of how to understand it.

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Don’t ever use ‘Click Here’.

I can’t believe I am writing this. It seems so obvious and clear cut, and yet day after day I visit websites that give me snippets of information and then ask me to Click Here to learn more. So, let’s consult Internet 101. Top 10 reasons ‘Click Here’ doesn’t work. 10. Links are valuable commodities on the web, click here has no value 9. no one is searching for ‘click here’ 8. Even if they were, Google gives 896MM results for click here, you aren’t going to rank 7. People scan the internet, no one reads, ‘click here’ tells us […]

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