Visualizing the adoption experience

adoption experience cycle scaled

Earlier I blogged about visualizing the customer experience using customer experience journey maps. The experience I’m currently trying to understand and visualize is the experience people go through when adopting a new application at work. The challenge of people adopting of new applications in an organization is a much different challenge than the one of people adopting new applications in their personal lives. People don’t like being changed. Yet new applications force people to change their […] 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 »

Thinking beyond the website

While I’m excited by the rapid growth of the discipline of content strategy as evidenced by last week’s sold out Content Strategy Forum in Paris and the growing buzz about content strategy across the webisphere, most of the conversation is currently centered around web content strategy. I think the reason the conversation has centered around the website is that most people with Content Strategy in their job title come from the web world, where the […] Read more »

Bridging silos through story

In the spirit of filter or be flooded (Fast Company) and the Simplicity of Dr. Seuss (a funny must read on the need for content strategy), I’m sharing my draft of “What’s your story? Designing a holistic customer experience” in advance of my talk at the Content Strategy Forum. I’ve crafted something too long to present within my 40 minute time limit. I’m hoping that by sharing it with you in advance, you’ll let me know […] 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 »

Visualizing the customer experience using customer experience journey maps

Social Gamer Experience Map

Too often when we think of a customer, our view is filtered through the lens of our job, profession,  department, or specialty. Think of how patients are treated in most hospitals. They are viewed as a disease, an illness, a collection of parts – each with its own specialist. The hospital system is designed for the convenience of the specialists, not for the needs of the patient. Specialists in a hospital are much like the […] Read more »

Designing with the social brain in mind

We are like a herd of buffalo quietly grazing on a plain until one of our neighbors starts to run… then we start to run, and others start to run, and suddenly mysteriously, the whole herd is barreling forward…  Cooperation, altruism, punishment, and free-riding are written into our DNA.  – Nicholas Cristakis and James Fowler, Connected This herd behavior is a fundamental aspect of human nature. We are social creatures, with a social brain. It’s […] Read more »

Build design thinking into organizational DNA to infuse delight into customer’s lives

3M Design Center

  In Designing in hostile territory I talked about injecting design thinking into your organization using a subversive, bottom-up approach. But to really benefit from design thinking, to create products and services that delight customers, an organization has to build design into their DNA, like many of the world’s most innovative companies have done. Some of these companies have a long history of design. Others have embraced it more recently as an underpinning for organizational transformation. For each, […] Read more »

Complexity as opportunity – designing in hostile territory

The tactics outlined in the fun little book Selling Usability: User Experience Infiltration Tactics provide you with a subversive's bottom up guide to sneaking user experience into an organization. Like Roger Martin in his article Designing in Hostile Territory, John Rhodes challenges us to apply our skills as designers to the challenge of integrating design into an organization. Replace user experience with design thinking in the tactics outlined below and you're good to go. Read more »

Use design thinking to extract the threads from the giant hairball

[Design thinking] is the ability to create new options and build new products, services and experiences that gives design so much power. It is the ability to understand deeply cultures from digital social media networks to small villages in southern India that gives design its power. – Bruce Nussbaum I first came across the term design thinking a several years ago, through the writing of Tim Brown and Bruce Nussbaum, two early champions of the […] Read more »