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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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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Designing for People: User Experience, Service Design, and the NEW Customer Experience

The Trend in Needing Design Capabilities The acquisition of experience design firm Adaptive Path by Capital One created quite a stir in the design community, much like the acquisition of Fjord design by consulting firm Accenture or Deloitte’s purchase of Ubermind. But what are these acquisitions all about? Why are companies racing to embrace experience […]

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