October 28, 2019

Corporate Innovation: Breaking Through Organizational Barriers

Justin Daab Customer Experience, CX, Innovation, Service Design, User Experience Design, UX

I’m not sure who first promoted the idea that the greatest determiner of whether a corporation could successfully innovate is an ill-defined, immeasurable quality named “agility.” I am sure that the individual in question had a penchant for oversimplification. Just do a search for “agile business” books on Amazon, and the results are well over the 2,000 result threshold where Amazon stops counting. It’s not that a company shouldn’t have the qualities linked to the idea of agility. It’s just that agility is an emergent condition resulting from a number of more easily quantified and measurable behaviors.

October 2, 2019

Three signs of success that should make you want to innovate.

Justin Daab Customer Experience, CX, Innovation, Service Design, User Experience Design, UX

In business, we should always celebrate our successes. We should all find happiness and take comfort in classic, somewhat irrefutable, business metrics, like returning a healthy net profit, growing sales and customer loyalty, to name a few. But there are anecdotal success measures most people repeat that, while they directionally point to good things, should also have you start asking whether they actually are signs of a problem. Let’s look at three of the most common.

August 7, 2019

The three most important trends in health care experience design for 2019

Justin Daab Customer Experience Design, Strategy, User Experience Design

Over the past 30+ years, Magnani has had the pleasure of working with clients across a variety of industries—from health care to hospitality, industrial equipment to medical devices, household cleaning products to sporting goods, dining cruises to the world’s most highly traded financial derivatives contracts, just to name a few. Each engagement has broadened our collective perspectives while confirming one underlying truth: Regardless of emerging trends, ongoing changes in technologies or the idiosyncrasies of individual markets, the fundamentals of human nature remain constant.

August 1, 2019

Digital Engagement (Don’t tell me. Show me.)

Michael Sauer Customer Experience Design, User Experience Design

Today, more than ever, keeping people engaged, interested and motivated is very challenging for brands and organizations. In an Uber-fied world, expectations are high for seamless user experiences with intuitive navigation and telegraphic content that gets to the point quickly. Yet, many companies continue to overcommunicate, drowning people in text-heavy content and clumsy digital journeys that require 10 clicks and 10 screens that read like white papers, putting a spin on the adage, would you prefer a picture or a thousand words?

July 29, 2019

What is ASMR? (And should your CX team care?)

Justin Daab Customer Experience Design, User Experience Design

Autonomous Sensory Meridian Response (ASMR) refers to a tingling, or at least pleasant, sensation some people feel when they hear what can be best described as soft scraping, tapping or rustling sounds. Most commonly, those sounds are something like the gravelly sound of a whispering human voice, two sheets of paper slipping past each other, soft tapping on a something hollow, a plastic bag being crumpled or just about anything similar that is recorded through a microphone placed extremely close to the sound source. But ASMR can also be triggered by something tactile, like peeling the protective plastic off of a brand-new television screen, or visual by the movement of hands or lips.