July 17, 2019

5 reasons design thinking facilitation can amplify the success of your internal team

Justin Daab Customer Experience Design, Design Thinking

One of the great superpowers of design thinking is that it’s a methodology that anybody, or any organization, can learn and deploy, quickly and efficiently. As proof, one only needs to look at the growing numbers of organizations and enterprises building internal design thinking capabilities and teams. We have worked with some great internal teams who are embracing the methodology and positively transforming their products, services, processes and cultures.

June 27, 2019

5 ways to maximize the value of your UX research

Christy Hogan Hutchinson Customer Experience Design, Research, UX Research

Qualitative user research, in the form of interviews and observations, is an incredibly important aspect of UX design and experience design. It’s in users’ stories where you find true points of differentiation and previously unknown opportunity. Here are five considerations you should keep in mind to help ensure you’re getting the most from your UX research investment.

June 21, 2019

What is business design thinking (and why should you care)?

Justin Daab Business Strategy, Design Thinking

To those new to the concept, the term design thinking may seem like something that only designers could, or should, do. But nothing could be further from the truth. Business design thinking is the utilization of the traditional design-thinking methodology to conduct a more human-centered examination of a product, service or experience, to define what aspects of those things might be improved, to imagine and prototype solutions for addressing those improvable aspects, and to test and refine your solutions.

June 17, 2019

Changing Spaces

Magnani Podcast

Danielle and Justin discuss ways in which applying design thinking methodologies to change the experience of working spaces can have a dramatic impact on achieving desired outcomes. They explore the cyclical importance of storytelling and prototyping as part of the greater business planning toolbox.

June 7, 2019

Who should own the digital customer experience? Marketing or I.T.?

Justin Daab I.T., Strategy, UX, Web design

In a perfect world, every department within every company, and all of the incentive packages of everyone working in every department making up those companies would be aligned around delivering a seamless, amazing digital customer experience. But in our professional experience, there are frequent debates (some of them quite fierce) about what department or group “owns” it. That debate arises from a number of factors. The most common, as you may have guessed from reading the opening line of this post, is misalignment between budget authority, project accountability, and controls.

June 4, 2019

Impressions on Ideation

Magnani Podcast

Justin is joined by a long-time associate, Matt Phillips of Phillips & Co., to explore the ins, outs and overall impressions of what makes a great ideation session.

June 3, 2019

Three smart reasons why you should be customer journey mapping

Justin Daab Customer Experience Design

In any of its existing forms—and there are many—customer journey mapping is simply the act of
describing what occurs at every stage of interaction between a customer and your business. That could cover everything from how they find the business (online or physically), what
happens during any visit or transaction, how they experience customer service or even how
they talk about your business” on social media before, during and after the transaction.

May 22, 2019

Get in the Game

Magnani Podcast

Chris Arkenberg, Research Manager at Deloitte’s Center for Technology, Media, and Telecommunications, Skypes in to chat with Justin about the meteoric rise in eSports, the popularity of battle-royale-style gaming and its disruptive impact on the video game publishing industry.

May 9, 2019

How to start prototyping (and why you should).

Justin Daab Design Thinking

If we’ve learned anything from watching the progress of evolution in the natural world, it’s that everything, no matter how established, is a prototype for a more highly adapted successor. That isn’t meant to be a life-or-death warning of doom; it’s meant to say that prototyping is part of the natural order of exploring, evaluating and optimizing ideas.