Insights

Our latest POV on how customer experience drives everything from concept and creative to design and technology

Think Smaller: 3 Examples of Human-Centric Innovation

Innovation. The word is overused and mostly invokes thoughts of big, sweeping changes on a grand scale. As in, BOOM:Innovation! I like to think smaller. Innovation is sometimes quieter, sneakier than all that. Maybe it’s a thought-provoking idea that leads us to a better way; a subtle point of breakage from the status quo that turns out […]

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Designing Cross-Cultural Digital Experiences: 2 of 6

In my last post I outlined a framework to improve cross cultural communication in the digital realm utilizing some of the concepts from the field of cultural anthropology.  In this installment, I will focus on the first construct that I discussed in my last post – cultural context. According to Edward Hall, the pioneer of this concept, […]

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Designing Cross-Cultural Digital Experiences: 3 of 6

The field of chronemics is another branch of cultural anthropology that can be applied to digital communication. It relates to the way we structure and use time. Chronemics is frequently defined as the study of the role of time in communication. As I mentioned in an earlier post, notions of time play a significant role in the […]

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Designing Cross-Cultural Digital Experiences: 1 of 6

A few decades ago Chevrolet had a much publicized failure rolling out their model the Nova in Mexico. It turned out that “no va” means “doesn’t go” in Spanish. Not really an ideal name for a car. Years later in Italy a campaign for Schweppes tonic water translated the name into Schweppes toilet water. Sales […]

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Ramifications of the Inverted Bell Curve

In my last blog post I introduced the concept of the inverted bell curve.  The ramifications of the inverted bell curve are many, but primarily focus on how it no longer pays to be “middle of the road.”  In addition to cultural affects like the hollowing out of the middle class, the inverted bell curve impacts […]

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Four Reasons to Think Search First

Our last post introduced the concept of Search First: optimizing your customer experience by combining search data and UX strategy from the very start of your website design/re-design effort. The feedback was great – and there were a few “I’ve not heard of this before” conversations.  To follow that up, here are Four Reasons to think “Search First”: Your […]

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If your site isn’t built Search First, you’re losing money.

To succeed in digital marketing today, businesses must be highly visible in online search results, including mobile. The ability to rise to the top of the ever-growing pile of information customers sift through on a daily basis has a direct effect on the bottom line. To position themselves optimally, businesses have undertaken SEO strategies and launched PPC […]

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The Business Value of Customer Empathy

An Expedition Into Empathy The Expeditioners You may not have heard of ThyssenKrupp, but you very likely use their products and services every day in getting to work and getting back home. The multinational conglomerate consists of 670 companies worldwide. They are one of the world’s largest steel producers, and their technology division manufactures automotive technologies, elevator systems, marine systems, plant […]

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