NBN – user experience has everything to do with it
As a technologist at heart, and as an organisational, customer and user experience expert, the Australian NBN project tugs at my heart...
Category: Measures
No! I will not complete your employee survey
In a previous article, I wrote than employee surveys don’t work. You can read that one here: Why good people leave It ruffled...
Customer Journey Mapping – Lessons in Humility
Journey mapping is an interesting exercise. It’s typically done when you have an existing service, already delivering to customers and you want...
Performance reviews in the spotlight
Performance reviews… oh geez, where to begin… If you’ve worked for pretty much any company barring a few notable exceptions, you have...
Why measures and targets don’t work
So many people often say to me “Alan, we know what we have to do. We have to tighten up some controls...