Better human understanding, not big data, is the future of business

performance improvements seeing what others dont

“The idea that business is strictly a numbers affair has always struck me as preposterous. For one thing, I’ve never been particularly good at numbers, but I think I’ve done a reasonable job with feelings. And I’m convinced that it is feelings – and feelings alone – that account for the success of the Virgin brand in all of its myriad forms.” Richard Branson Data driven marketing. That phrase is used as if it means […] Read more »

Delight is the result of discovering areas in a possibility space

If I were Will Wright, I’d say that ‘Fun is the process of discovering areas in a possibility space.’ We talk so much about emergent gameplay, non-linear storytelling, or about player-centered content. They’re all ways of increasing the possibility space, making self-refreshing puzzles. Theory of Fun In a similar vein, is it possible to say that “delight is the result of discovering areas in a possibility space?” And that to deliver experiences that delight designers need […] Read more »

No scene that doesn’t turn

Sparkline by Nancy Duarte, Resonate

Look closely at each scene and ask: what value is at stake in my character’s life at this moment? Love? Trust? What? How is that value charged at the top of the scene? Positive? Negative? Some of both? Then at close of scene, ask: where is this value now? Compare. If answer at end is same as opening, ask why is this scene in the script? Robert McKee Start, every time, with this inviolable rule: […] Read more »

Not every interaction is a moment of truth

SAS get in there and fight

Stories are the creative conversion of life itself into a more powerful, clearer, more meaningful experience. They are the currency of human contact. Robert McKee I’ve been wrestling with the concept of moments of truth lately. One of the objectives when visualizing experiences using customer experience journey maps is to identify and redesign the moments of truth most critical in the journey. At first glance moments of truth feel like a simple concept, but when […] Read more »

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 Goat, a funky little cooperative café in Kingston Ontario where I spend one morning each week writing. I participate in […] Read more »

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 touchpoints made it the winner. Too often, when an organization looks at interaction design, process design, touchpoint design, or content […] Read more »

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 demanding of features rather than good GUI. The pace of change is also slower in organizations which means trends that […] Read 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 information) or blatantly promotional (I’m so great, buy me). Before listing my 10 reasons, I’ll share some definitions for the […] Read more »

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 in the Knowledge Economy If economies are fundamentally changing to be about ideas and experiences, how do we prepare for […] Read more »