CX isn’t a project; it's a cultural shift using executives and employees.
We’ve run across quite a few companies over the past year who have a strong interest in customer experience (CX) and all the glories it can bring to their organization. The reward for doing CX correctly is great: more loyal and delighted customers, increased ROI…
TEDx Grand Rapids' doors are closed. The lights have been dimmed and the speakers and attendees have moved on to their normal routines. But, the spirit and inspiration of the day, are just beginning to soar! The theme this year was "TAG! You're it!" and it was a bit fuzzy to me when I first heard it. Having let it sit in over the past…
It's been a whirlwind since we found out that we won the People's Choice Webby in the Experimental & Innovation category for our iPad Table.
The iPad Table was the first project of our newly formalized Research and Development practice led by Joe Johnston and myself. In short, several ideas had snowballed into developing an experience…
Being stuck at an airport overnight brings interesting thoughts.
Do you know who Mehran Karimi Nasseri is? Maybe you’ve never heard the name? He is an Iranian refugee who lived in the departure lounge of Terminal One in Charles de Gaulle Airport from 1988 until 2006. From 1988 until 2006! Basically, he got stuck between “not having…
Design patterns originated as an architectural concept by Christopher Alexander in his book, A Pattern Language: Towns, Buildings, Construction from 1977. When used in the context of interaction design, patterns document common interaction models. In other words, design patterns are familiar, reusable interface building blocks. Patterns…
Experiences aren't new. They've been around for a very long time. From every part of life, experiences are there. Organizations are now aligning around experiences...they've become a major focus. Companies are realizing the impacts these experiences have on their customers and are designing their organizations around…
Considering how drastically technology has advanced in the past few years, it’s baffling to think about the retail experience and how it’s seemingly stuck in place. And in some cases, maybe even in rewind! I might be going out on a limb here, but I think I’ve figured it out... I think it’s a fear of robots.
Fear of robots translates…
(Continued from previous blog posts—UX for Enterprise: Part I & Part II)
If bringing along business stakeholders for user research is important for persona creation, co-creation exercises are an even more powerful set of tools to gain insight and to build buy-in. Co creation isn't allowing the end user to design the product. Instead,…
As Software Architects, we’re sticklers when it comes to code quality and organization. Where does this code belong? How does it communicate with the rest of this system? Can we reduce the algorithm’s responsibility and introduce collaborators? Is this the best name for this particular function? Is this piece of code really doing what it…
Written by: Richard Gunther & Andy Powell
There has been a lot of talk in the industry these past few weeks about the challenges and benefits of managing resources who work from home. In this decade it’s surprising to hear of tech companies requiring co-location by decree as Yahoo! just did. Yahoo! CEO Marissa Mayer, via her HR…
