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Ideas, news & analysis
Changing Passwords Sucks! 5 Tips To Make It Better
This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. (What can I say… These are exciting times.) Even though change password functionality has been around since the dawn of the Web and is a cornerstone of account security, I was shocked at
Virtual Journey Mapping Bootcamp: August 4 & 5
In-person training won’t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on August 4 & 5, 2020. Day 1 will help you build a
How Can You Make The World A Little More Beautiful?
This post is in honor of Service Design Day — and everyone who’s sick, grieving, or just struggling to make sense of the world right now. *** While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down
The Pandemic Trigger: It’s Time To Update Your Journey Maps
We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date. Prior to the pandemic,
3 Questions To Guide Your “New Normal” Customer Experience Strategy
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the
How To Help During The Pandemic: Figure Out Your Zone of Genius
A couple of years ago, I read a book that changed the way I thought about my business — and my life: The Big Leap by Gay Hendricks. My main takeaway was Gay’s framework for describing four “zones” that we all function within: The Zone of Incompetence: When you’re in this
Virtual Journey Mapping Bootcamp: May 20 & 21
We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see. Even as countries around the world look to ease restrictions on citizens’ movement, this transformation will have a lasting impact on both our personal and professional lives for months
Your One-Stop Guide To Customers’ Behavior During The Coronavirus Pandemic
No big shocker here: We’re all buying more groceries and toilet paper, shifting more purchases from in-store to online, and binge watching Tiger King. But how is our collective shelter-in-place behavior affecting a broader swath of industries? And how can businesses both large and small best engage their customers during
4 Lessons From Amazon’s Bungled TV + Shopping Integration
Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut, which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future. It gave my brain something
5 Ways To Rethink Customer Experience In The Face Of The Coronavirus
Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing
