An Introduction to Service Design
Why is it that we can understand what is happening to materials and technologies at a molecular level, but struggle to understand why someone...
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The Toronto Police Car Design Dilemma
It's never as simple as just changing the colour A little while back there was a bit of controversy over the decision by the Toronto police to...
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Experience Thinking = A Remarkable Experience
I remember a phone call I received when I still worked for Philips Research from somebody who lived close to the labs. This gentleman owned a...
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Beware of UX Charlatans
The healers of the digital era. The Rise of the Charlatans A lot of companies are becoming more familiar with the terms “UX", “User...
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Everyone is Talking UX
And if they are not then they should! Why? Because the creation and/or delivery of a customer/user experience is teamwork. Just think of all the...
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Ontario Medical Association Website UX Redesign
OMA (Ontario Medical Association) works for medical professionals across Ontario representing their political, clinical and economic interests...
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Skip the Line, Skip Some of Life
I have mostly positive feelings about skip-the-line apps and websites like Ritual, BonApp, Hangry, Starbucks, and Skip The Dishes, among others...
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The Three Steps to Time Management Success
I'm going to break a bit from my usual discussion of improving experiences to talk about a more universal topic: time management. This is...
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Are Luxury Features Always Better?
I started my morning just like any other; I woke up, did my morning routine, and had quality family bonding time discussing the topic of German...
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How to Make Your Museum Experience Stand Out
It is a fact that museums have always amused me. Since I was a little girl, I would spend hours viewing paintings, sculptures and historical...
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When a Business Case is not Enough, add the Experience Case (XC)
Just this morning I was reminded of something I'd used in past talks and I wanted to revisit the concept. The conversation I had was around our...
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The Misconception of Age & Tech Savviness
When we think of tech-savvy users, we probably imagine a younger person. This misconception is due to the incorrect belief that older users do not...
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The Big Friendly Giant of UX
You have a BIG project with lots of problems to analyse and solve. Your nerves are buzzing and you need someplace or something reassuring and...
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Creating a Space for Experience Thinkers, Part Three
Nothing gets work done like a good, solid deadline. Menial tasks tend to get left aside, and sometimes, large projects get postponed due to their...
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Design for all: Customer Experiences vs. User Experiences
Ok, we're all humans. It is a label that encompasses us all. But in experience research and design we rarely, if ever, create for or try to...
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