customer experience

The Perpetual Validation Loop

September 30, 2019
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Design, User Experience, Design Thinking, Entrepreneurship, User Interface Design, Customer Experience, UX Strategy, Design Process, Innovation, Product Strategy, Business

You’re going to loop back and forth between prototyping and testing, so what happens when it feels like you’re not getting any traction? This will probably happen. Don’t panic. When you’re stuck in a perpetual loop, it’s usually because you’re not…

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Who Decides Whether to Buy Your Product?

April 19, 2019
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Design, Customer Experience, Decision-making, Knowing Your Customer

Not all buyers are the same. In every transaction, big or small, you have an economic buyer, the person who makes the money decision, and you have the needs buyer, the person who needs their problem solved. Sometimes these buyers are the same…

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Avoiding Analysis Paralysis

April 12, 2019
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Design, Customer Experience, Design Process, Decision-making, Product Design

Have you ever fallen victim to analysis paralysis? I bet you have. Not sure what that is? Here’s an example:

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Human-centered Design isn't just for digital businesses

March 22, 2019
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Design, Design Thinking, Entrepreneurship, Customer Experience, Human-Centered Design, Innovation, Business

Executives in legacy businesses, particularly those who aren't digital-first, often ask me how human-centered design can help them when they aren't shipping digital products. Look no further than the retail fashion chain Zara. 

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The Biggest Design Problem on the Internet

March 08, 2019
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Design, User Experience, Customer Experience, Innovation

Authentication. Or in everyday terms, usernames and passwords. We all have too many, and managing them is a major pain. That pain is exponential for companies who have to manage credentials for their employees. I've seen corporate IT managers pull…

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Empathy Maps: The Business of Putting Users First

August 15, 2017
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Design, User Experience, Design Thinking, Customer Experience, Design Process, Human-Centered Design, Innovation, Product Strategy

Working in UX, we take empathy for granted. To us, it may feel like an overused buzzword, but we don’t realize that the majority of the business world hasn’t heard “empathy” within the context of a professional organization before.

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UX Design, UI Design and No Design  —  Oh My!

August 08, 2017
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Design, User Experience, Design Thinking, User Interface Design, Customer Experience, Design Process

Can I share with you that I am not that fun at parties. For those of you who have met me in person, that will make sense, and you won’t be surprised that my go-to small talk question (a party faux-pas) is “what do you do for work?” I actually love…

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Your Cyclical SDLC is a Downward Spiral

March 07, 2017
Posted in

Design, Process, Customer Experience

At some point in my life, software stopped being an app on a CD-ROM that you bought in a cereal-sized box, and started being a web-based thing pulled up in an internet browser. At subsequent points in my life, I worked on software products – from…

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Obsess Over Your Customers, Not Your Competition

October 25, 2016
Posted in

Design, Strategy, Marketing, Customer Experience

TL;DR - Your customers will be able to tell you more than your competitors ever will. Obsess over your customers - past, current and future - not your competition, and the results will speak for themselves.

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