I just finished reading What Customers Want by Anthony Ulwick, 2005. It is an interesting read. But, it provides an incomplete picture of business strategy. In a way, that is what makes it worth reviewing. I will cover the key ideas of … Read More
You want to make your products better, easier to user. The best way to do that is to watch people using them, getting feedback about what problems exist, and then fixing those problems. “Watching real users gives them that eureka … Read More
If you are involved in creating experiences for your users and customers, The Experience Economy by Joseph Pine and James Gilmore is a must read. The book outlines a business strategy where memorable experiences are created; creating a situation that … Read More
After doing experience design for many years, I believe that the combination of design thinking and business acumen combine to create the potential for creating great experiences. Experience professionals need to be proficient designers. Design is a skill that is … Read More
I recently traveled to Las Vegas for work. Love it or hate it, Las Vegas is an interesting place that generates many stories. The stories I found this time were related to providing great customer service. One night, I had … Read More
I recently wrote about designing an experience being like ‘The Whole Show’ for a theater production. All of the elements must come together for someone to have the experience you are creating. I have been thinking about how you measure … Read More
In an earlier post, I talked about the difference between user interface standards, patterns, and guidelines. Since then, I have been thinking about what makes a good set of patterns or guidelines. Is there an approach that works best? Are there … Read More
What makes a customer loyal to a business? Does a loyalty program help ensure loyal customers? I have been thinking about loyalty lately. One goal of many organizations is to create a loyal following among its customers. There are many … Read More
Delivering great experiences is kind of like performing a great play. You have actors, sets, and a plot. Traci Lepore did a great job comparing Design and Theater and I recommend you take a look. However, most comparisons of experience design and … Read More