Customer Experience
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Good detectives and Bad criminals
John Seely Brown shares “In learning to recognise and distinguish information, people behave like good detectives, continually working with the clues that they find at the scene, extrapolating from partial evidence to the whole story. To engage these practices, good designers, by contrast, need to be more like bad criminals than good ones, always leaving Continue reading
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Digital world is going to be much more Customer/User aware!
There is a rush in businesses to brand themselves as the digital business, same as we have seen when everyone wanted to brand themselves as .com business in 90s/2000 or as few years ago when every business wanted to be seen in dealing with ‘cloud’. As we see the pace of digital transformation increasing more and more, Continue reading
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Is your business being disrupted – part 1?
Existing businesses have always been disrupted by new entrants having better business models and flexibility to change faster. some of my favourite case studies include Blockbuster,Borders, Kodak and Knickerbocker Ice company. I’ll try to cover them in parts BLOCKBUSTER Year 2004 – $6bn turnover. 60,000 employees, operations in 25 countries. Year 2010 – Filed for Continue reading
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Observe what people do, not what they say?
A lot of time we try to conclude from the feedback we get from focus groups, consumer insights etc..But what people say in a focus group setting may not be what they actually want. In a landmark study, when Sony was introducing the boom box, the company gathered a group of potential customers and held Continue reading
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Your uncoordinated efforts could be harmful to your digital transformation journey!
Well, digital is the buzzword these days and everyone is rushing to brand themselves as a digital organisation. However, many of these transformation efforts are being started in organisational silos. Well! you may argue that in order to start the transformation you need to start somewhere. But when this happens in an uncoordinated manner you end Continue reading
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Context is going to be the King
We have seen a great shift in UI experience with the change of strategy to ‘Mobile First’. Responsive web design is the norm for any website now. Websites adjust the contents and context based on user’s device. But organisations are digging deeper on the context not only from UI but UX(Whole experience) perspective. They are Continue reading
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Adoption of Internet of Things
M2M(Machine to Machine) communication is core to the success of the Internet of things but this whole concept of M2M will be only successful if it is aligned with the human motivation. There should be a reason for your smartphone to talk to your coffee machine or your phone to the thermostat. Technologists often forget aspects of Continue reading
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Customer Experience? Well, let’s understand it!
A lot of time businesses focus on working on the customer experience issues where the actual transaction is involved e.g. making your products/services easily available or working on a post-sale experience. However Customer experience is any interaction of a user (not necessarily your customer) with your brand. Sometimes you may not have the right product Continue reading
Thinking Space 