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Category: Human-Centred Design
Why leaders can get confused on customer strategy
It’s amazing how many customer experience strategy documents, articles, books and podcasts there are on the internet nowadays. It’s a veritable smorgasbord of how-to guides, self-help literature, and other consumables. An array of doors to choose, each one leading down a different hallway into a new realm of customer happy-joy times. The problem is that…
The 5 things every leader should know about their customers
We all like to think that we know what our customers want. After all, they keep coming back and giving us money, so surely we are doing all the things right… right? Often it’s not as simple as that though. Customers can often be in a holding pattern; not having alternatives to your product or…
Gonski: Politics versus education
I was watching Simon Birmingham – the Minister for Education – on the news the other morning. He was talking about a whole whack of new Gonski review findings, and how the government will be supporting those findings, albeit with their own governmental twist in implementation. As I listened to what Simon was saying, I…
Business sentiment doesn’t matter… consumer sentiment does
I was watching the news this morning, when the ever predictable financial reports came in from so-called experts. This is normally the point at which my wife is telling me to calm down because I am yelling at these experts professing my disgust at their insights. This morning though, what they were saying took the…
Disruption for disruption sake
Recently, I read about a new disruptor in China that was looking to become the new Uber… of umbrellas. At first, I thought “wow!”, this is a pretty novel idea. It’s unique, it is something in demand when certain things happen (it starts to rain), and it’s a pretty simple concept that should be relatively…
Problem solving through design thinking
Buzzy-lingo aside, design thinking is not a new concept. People have been using the basic concepts of more human-centric design to solve problems for a long time, mostly without realising it. It honestly makes the most sense to design anything this way – when you think about it. Think about a cabinet maker. A job…