Do you have an [enterprise] app for that?
Gartner predicts that by 2013, 40% of enterprise knowledge workers will have removed their desk phone, as illustrated in this great infographic on this history of the knowledge worker. I’m one of those 40%. I participate in online meetings while soaking up the sun on my deck. I’m drafting this blog post from the Sleepless [...]
Designing experiences with content
What’s the worst customer experience you’ve ever had? In this presentation from Content World, I (partially) chronicle my own worst ever customer experience using a simplified customer experience journey map. While it wasn’t the worst in terms of any one interaction, the overall experience as it unfolded over time, across multiple interactions, and through multiple [...]
Taking a people-centric approach to the design and deployment of enterprise software
There’s been a regrettable lack of discussion on the challenges of designing usable, engaging experiences for enterprise software. Often the business problems solved by B2B vendors were compelling enough that whether or not they were easy to use organizations were willing to put up with poor design. Companies purchasing the software have traditionally been more [...]
10 reasons content strategy is essential when designing a holistic customer experience
Next week I’m attending (and speaking at) the first Content Strategy Forum in Paris. I’m intrigued by the discipline of content strategy because I believe that now, more than ever before, content strategy is critical for designing a holistic customer experience. No longer will content be thought of as a necessary evil (technical how to [...]
Designing for a holistic customer experience – thinking outside the product
Economies right now are fundamentally becoming less about physical objects and more about creating ideas and experiences… We now have a new challenge: we have to meet a new emphasis on improving experiences instead of objects, and we need to improve the flow of interactions between customers and service providers. – Daniel Pink, Business Thinking [...]
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