Solving Strategic Problems: Going Beyond Being a Technology Order Taker
A few months ago, I gave a presentation to some information technology (IT) leaders, and my topic was how designing great experiences for people should enable IT to earn a…
Prioritising service requirements with the Kano model
Traditional ideas about quality have assumed that user satisfaction is simply proportional to how functional a product is. The Kano model – which was developed in 1984 by Professor Noriaki…
Seven things your boss needs to know about UX
As someone who has been in the user experience domain for a loooooong time, I have had lots of conversations with many different executives. Most of the time, these execs…
10 Commandments of UX Strategy
Thou Shalt Focus On The Big Picture Honour Your Company And Customer, But Covet Your Neighbour’s Ass Thou Shalt Not Steal Thy Employee’s Humanity Remember To Keep Holy The Context…
Communicating User Experience
You know that wonderful feeling when you’ve created the perfect prototype. You’ve done everything by the book. Personas, check. Customer-journey map, check. Task-flow analysis, check. Usability studies, check. You’ve dotted…
Better Communication about UX Design
I’ve recently found myself becoming increasingly frustrated by some of the language that the UX community uses in talking about design and in writing articles about design. As a community,…
How ease-of-use is reshaping the IT industry
The trend towards managing outcomes rather than inputs is one of the most important of the last 10 years. The interface is increasingly becoming the product when it comes to…
Telling Stories: Mapping the Patient Experience at John Muir Health
When John Muir Health asked us to help them construct their patient journeys, it became evident that we would have to leverage the simplicity and universal accessibility of storytelling. With…
Building a solid foundation for efficient design
There is more pressure than ever to quickly deliver smart solutions for increasingly sophisticated users, clients, and devices. In an attempt to stay on top of it all, designers are…
Proactive Experiences & the future of UX
My sympathies go out to the thousands of passengers who had their flights cancelled because of this past winter’s polar vortex. For most of them, the disruptions subjected them to…