Service design & customer journey mapping: covering end-to-end service lifecycle phases equally
We recently completed a customer journey (or experience) mapping activity as part of a project. It was done to help capture the company's...
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Audio Interface Design: Why R2-D2 Couldn’t Talk
Growing up an avid Star Wars fan, it was always my dream to have a robot like R2-D2. In case you aren't familiar, R2-D2 is the trashcan looking...
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Product Innovation – From film set model to remarkable customer experience
Product Innovation never ceases to amaze me. I was given a nice box with a couple of artisan English ales over Christmas. The packaging, the shape...
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The Magic Number: A Usability Testing Question
Running a usability study does not need to be an expensive endeavour since you are most likely looking to gain insights into a design rather than...
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Hi, my name is Matt
In today's world of ever-changing technology where the “latest and greatest†is constantly being advertised as being the next best...
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Formative and Summative Usability Testing
When is the best time to do usability testing when developing a new product or service? When you consider the place of usability testing in the...
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APP-y Holidays
Last year 1.76 billion apps were downloaded between December 25 and December 31st. This is an increase of 65% from the week prior.[1]...
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T’was the Night Before Kwanza
T'was the night before KwanzaAnd all through the homeNot a creature was stirringExcept dad and mom They struggled and sweatedAnd...
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Web Governance: How to peacekeep web content wars
“I write, therefore I own that part of the site." Well, not so much. How do we align the interests of content owners, with those of the people...
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When Smart Becomes Genius: context aware computing
It seems like every day a new “smart†consumer product is released onto the market with the promise of revolutionary features and...
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Designing for Touch: Critical Mobile Misconceptions
I came across Linda Matthew's article Six Mobile Myths in UXmag the other day and it got me thinking how true it is that when we start designing...
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Customer Experience in the Friendly Skies
Recently, I enjoyed a fantastic vacation in the tropics with my family. The travel was long, with three connections and over twelve hours in...
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Scenarios, User Stories and Use Cases – Oh My!
At some point during a discussion of project deliverables, confusion will result due the similarity of scenarios: user's stories and usage cases...
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Pleasure Projects: a Designer’s inspiration
As an artist and designer you are naturally curious and not afraid to occasionally fail. Sometimes designers get into a problem solving system and...
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The User Experience of Security
Recently we saw the launch of the newest iPhone and accompanying mobile operating system. One of the new noteworthy features is the...
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