Technology is rational, predictable, controllable. People aren’t.
This situation reminds me of those old movies we’ve all seen of people trying to fly in machines before the airplane was invented: machines that had flapping wings; machines that had big, circular, umbrella-like contraptions that moved up and down; machines that had four sets of wings, none of which was large enough to generate [...]
Interviewing as emotional due diligence
You need to perform emotional due diligence when introducing change (any enterprise software deployment will introduce significant change) by reaching out to people to discover their stories, motivations and passions – mapping the emotional landscape of your organization.
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 [...]
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 [...]
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 [...]
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