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

How To Plan And Run Customer Journey Mapping Workshops

As experience strategists and designers, we are huge fans of customer journey mapping. It’s simply one of the most powerful tools a company can use to identify root causes of customer issues, uncover opportunities to delight customers, and transform how you do business. Their value and impact exponentially outweigh the cost and effort they require. […]

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Moving Beyond Mobile Apps

I have a severe case of “App Fatigue.” While I enjoy discovering new mobile apps, the new app inevitably joins dozens of others languishing in trailing screens or folders. My seldom-used apps take up space on my phone and keep my wireless company happy by consuming bandwidth quota during countless app upgrades. Mary Meeker’s Internet Trends 2016 […]

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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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The Value of Qualitative Research

Qualitative research is possibly the least understood type of primary research at most companies. In fact, most companies have never performed it before. If you grew up in the user experience or service design disciplines, you will likely be familiar with qualitative research and in-the-field ethnographic studies. Unlike quantitative statistical studies, which attempt to reach […]

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