Thoughts and Musings

Out and about, building systems that delight.

The Importance of Mapping the Customer Journey

Aug 25, 2017

“A digital ecosystem is the term given to a set of products, services, and people that function together in a symbiotic way…, I often meet clients who want to integrate all sorts of functionality into their digital solutions—email, Facebook, SMS—without really considering if that inclusion will actually add value for their users. Rather than unilaterally…

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You’re In The Wrong Room

Jul 25, 2017

“Applying design thinking to business problems empowers organizations and individuals within them to better understand their competitive and operational environment. From behavioral patterns to values to systems-level challenges to go-to market strategies , the process of understanding how to meet the needs of people often turns itself inward and reveals some of the deadliest organizational…

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Beyond Satisfied… Customer Experience

Jun 25, 2017

The old concept of customer satisfaction is too narrow. Satisfaction is the difference between what a customer expects and what a customer gets. It is still an important ingredient, but customer commitment is a much more effective measure of experience. Says Tucker, “The outcome is customer commitment, not satisfaction.” Measuring a customers’ level of commitment…

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Human-Centered Mindset

May 22, 2017

“Embracing human-centered design means believing that all problems, even the seemingly intractable ones like poverty, gender equality, and clean water, are solvable. Moreover, it means believing that the people who face those problems every day are the ones who hold the key to their answer. Human-centered design offers problem solvers of any stripe a chance…

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Human-Centered Design can Heal…

Apr 25, 2017

Two years ago, I had the privilege of engaging on system redesign project for a large hospital system. Because we led with the UCX process and a Human-Centered Design mindset, we started with interviews. I spent two weeks talking with doctors, nurses, patients, clinicians, data analysts, and administrators— over 150 wonderful people who detailed immense frustration and the…

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Great Employee Experience = Better Customer Experience

Mar 25, 2017

Most organizations do not have enough accurate insight into what their employees are experiencing. Do employees have to search long and hard for customer information? Do they have to click through screen after screen to complete a task? Are manual processes managed in Excel and via multiple rounds of emails? Are employees frustrated or fulfilled? Do…

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Lean UX: Redesigning Design

Feb 22, 2017

“Over the past twenty years of digital design, designers have fallen by the wayside as the techies have taken control. Now it’s time for us— the designers— to change our mindset and get back in the game. The design process is stuck in the old world of print: a super conglomerate agency, tangible artifacts, and deadlines. At…

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Oldy but a Goodie(s)- Usability Principles- Heuristics

Feb 18, 2017

Jakob Nielsen’s heuristics are probably the most used usability heuristics for user interface design. Nielsen developed the heuristics based on work together with Rolf Molich in 1990. The final set of heuristics that are still used today were released by Nielsen in 1994. The heuristics as published in Nielsen’s book Usability Engineering are as follows:…

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