Ever since the first web browsers were created in the mid 1990’s people have been endlessly debating on how to design a web site. Or
Category: Customer Experience
Outside In: Forrester Customer Experience Forum 2012
Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your
Improving the Customer Experience with Social Media
I have been thinking lately about how customers form their perceptions of brands and what we can do about influencing those memories. Brands and products
The Role of the Persona is Shifting
I have been a proponent of using Personas to assist in the design of digital interfaces since 2003. I still believe in them, but I
Inside Out or Outside In?
Working teams sometimes get locked in difficult battles when it comes to settling on a creative direction or execution. I’ve noticed that many of these
Start Small, Then Subtract
Addition or subtraction? It’s not a trick question (boxers or briefs?). It’s a legitimate question. Designing interfaces today is more challenging than ever. As servicing,
