ARTICLES Customers, users, relations, Design Thinking, service, and various comments, knowledge and opinions...
At present the full website is not translated – but most of my articles are, and can be found in this archive. Enjoy.
That’s right – it’s yours truly vs. the World Economic Forum and the CEO of Walmart. I agree that the growth in online shopping will continue, and that the customers of the future will be increasingly demanding – but that’s where the agreement ends. Or rather, things are not so simple. Also, VR shopping, retail 3D printing, remote checkout? All things considered, probably not in the next decade
Getting self-driving cars out there isn’t like introducing the smartphone; replacing a significant number of the world’s 1.5 billion cars with driverless vehicles is going to require one thing above all – and it’s the one thing that almost nobody in the field is talking about.
It’s going do require public demand.
Search and filtering has to start appearing in a company’s customer-centered strategy, because it can’t be left to “the internet” anymore. If you’re a company, you’re going to have to start caring about this boring-sounding stuff right now.
visionary CEOs are “product and business model centric and extremely customer focused” – but these qualities don’t have to reside within just one person in the entire company organisation. Design Thinking in business is about your company being visionary, being innovative, as a matter of course.
Youtube’s addressing its practices has content creators worried – but YT’s aim of making $$ by catering to ad-friendliness could be a really bad idea from a wider perspective. Any media platform needs cred, and this could aversely affect Youtube’s
Content marketing is much more than a way of getting around people using an adblocker – if done right it has direct strategic value to the core business. Trustworthiness, however, is imperative
A customer who has a problem, calls about it, and gets good service, can end up a more loyal customer than someone who never experiences a problem at all. This is fairly common, though informal, knowledge to many businesses, and here are som hard numbers on it
For a few weeks I’ve been visited by the Hall 2x8W from Hall Audio, a “solution to make your speakers wireless”. It runs on bluetooth, is the size of about a tub of ham salad, and has only a single “button” – I’ve focused my testing of it on the user experience.
The key to generating “pull” is understanding how things are with you and your audience. Not least of all including that the relation is in constant motion and change, and you must move with it – or, as the vice president of Vestas, Svend Ottesen, says: “Customer engagement is a process that never ends”.
Given my specialties, my work tends to extend into the area of marketing a lot. After all, creating and maintaining good customer relationships also involves finding new potential customers and convincing them to come on board, as well as communicating with existing ones in compelling and relationship-sustaining ways.Also, working with web & digital (including building websites and […]
What does robotics have to do with the uncertain future of the retail business?I’ll get back to that momentarily but first, what uncertain future am I referring to? – well, the “online vs. physical stores” one; the BIG one. Every retail store in the world is trying to suss out this issue and decide what […]
“as a rule-of-thumb, some 80% of the lifetime revenue of any given company comes from just 20% of its customers” – There’s a direct line from customer satisfaction to a significant part of your revenue. Did you know that? – and are you sure your company is paying the attention an economic factor of this magnitude calls for?
There’s a lot of talk about artificial intelligence but is the most important subject really the intelligence of machines, or is it the agency they have? – and how does this affect, or relate to, your agency as a user or consumer, or as a business which delivers a technologically-driven service?
did you know that the engineering part of tech development flounders considerably without proper consideration of the human perspective? Before 2011 nobody seems to have been working on the viewer experience aspect of video streaming – now, Netflix is making headway.
It’s crucial to understand that it’s often hard – or impossible – to copy someone else’s customer-centric strategy. It’s like trying to copy someone else’s map to some sort of hidden treasure, reusing it with a different starting point, and still expecting it to lead to treasure.
To recap: A piece of life-and-death software is apparently a first-generation database frontend that literally does zero percent of the work for you, while a regular consumer-grade smartphone is basically HAL-9000 in your purse.
you’d probably think I hate advertising – but I don’t. Any company has to reach out to its audience and express confidence in its product, promote value etc. They have to, they’re entitled to, and some even do it in elegant, clever or funny ways. But I do hate where it’s come to.
You might think the headline up there refers to that – what were they thinking to try and force people to tether various significant online presences to a social network. It doesn’t, though. At this time my thoughts go further back…
Speaking about the emotional processes that go on inside of people, we have to be aware that, mostly, neither we nor the subjects themselves actually know what those processes are, objectively speaking. We know how they turn out but ten people doing the same thing can, and often will, do so for ten different emotional reasons.
Let’s get the obvious out of the way: Yes, I am aware that some fairly detailed ins and outs regarding my home & habits are now on the world wide web. Fortunately, NorthQ know what they’re doing – the tech is up to specs, and the latest security measures are in place. This does not mean that my data is 100% secure, but it means that I have no particular reason to be worried.
If anyone paid attention to what I say, they’d probably notice that I tend to display some skepticism towards data and data-driven conclusions. I’ve even spoken (twice) about empathy as a business tool – this is probably some new-age thing, right? Nope. I’m actually quite the science nerd, and have been all my life. I love science.
Hey, did you know that your smartphone is a computer that’s more than ten times faster than the late 70’s 9-million-dollar Cray-1 supercomputer? We’re carrying around sci-fi levels of computing power in our pockets – literally; less than a generation ago, writers thought computers of this power level would be smarter than humans.
The big one is “Why Wearable”? That’s the core question: What, presumably, is the value of wearing technology, compared to carrying it? Well, of course you might almost argue that, at this point, some people are wearing their cell phones; it doesn’t leave the hand anymore often than a pair of glasses leave the face – but the fact remains, we are still in a bit of trouble arguing for wearable technology.
Empathy is the ability to put yourself in someone else’s shoes, and it is in no way restricted to compassion in times of sadness – it’s the ability to generally do so. It would actually be a problem to even behave politely considerate without the ability to put yourself in the situation of someone else…
Here’s the thing: From a people perspective, self-driving cars are two very different things, depending on whether we’re talking about something that goes on the road tomorrow, or something that comprises most or all of the “personal conveyance” fleet in a future a bit further off.
I get asked this question a lot: “- so, what is it you do, exactly…?” – as in, what, practically, does it mean to work as a user/customer experience specialist, to work with experience and behavioural economy, to work as a design thinker? What would one get in return, practically speaking, if one were to […]
“I have the Internet of Things at my house”.This is how Will Smith of Tested opens his review of the “SmartThings” smart-home automation system – a video which I’ve embedded right here for your convenience, because it happens to be a pretty good introduction to the IoT (as we geekily refer to it) as it […]
Given my position on, well, things, and my focus on user understanding, the human-centered aspect of design thinking, and professional empathy, it’s probably no big surprise I have a great interest in the field of behavioural economics.For that reason I find this video, by Dan Ariely – professor of psychology and behavioural economics at Duke, […]
I know, I know – everybody has to say something following the big unveiling by Apple the other day, just like every other time it’s happened. I’m just on the band wagon, right?Well, yeah.But I do feel I have something to add, and it’s not so much about the iWatch (as if anyone is going […]
AT some point in the early 90’s Kevin Smith had a meeting with producer Jon Peters about the script for a planned Superman movie, “Superman Lives”, that Smith had been hired to write. Apparently, Peters was fresh off a viewing of “Star Wars” – at the time nothing short of the gold standard for commercial […]
Been a while, I know, summer and all – but it’s time for another Talkback. This time I’m talking back at Bernard Marr’s article “What the heck is gamification“, and at some of the general conceptions surrounding the idea of gamification, some of which I agree with, others I don’t.I wrote a bit about this […]
Well, as you may have noticed I have a section on this website called “Skills & Powers”, and within that I present what I call my four main vectors for delivering my specialities for the benefit of your company, product or service (or that of your friends’, so don’t forget to tell them).One of those […]
Remember a little while ago I had a piece called “Good idea, bad execution“? It’s really OK if you don’t, I won’t hold it against you (although if you want to go read it now that’s totally OK too – I’ll wait), and it’s not a requisite for what’s about to follow – but in that […]
I’ve been meaning to write up a piece on this for a while and, partially inspired by recent experience both of my own and in my acquaintance circles, I think now’s the time – we’re going to take a look at recruitment today, and see if anyone might be leaving gold on the table because […]
I’ve written before about how all this user business is supposed to be worth it in terms of, well, business, but it’s such and important part of the subject matter of User Understanding, User Considerations, Customer Experience etc. that it should probably be the subject of every other article.I do, however, try to also get […]
What follows is my review of the book “Medbruger” (“Co-sumer” I guess) by Claus Skytte & Bo Kampmann Walther – I’d translate it as per usual but since the book is not yet out in English it wouldn’t make much sense. If you understand Danish, however, read on…“The Business of Business is People”Dette er det […]
In this edition of “Talkback” we’re going to be dealing with some of the implications of this article from Discovery, entitled “Learn Mad Skills With Superhuman Speed” – about how one might use tech to learn faster.What is said, briefly, is that if we build tech wearables that can physically induce us to, say, move […]
So, a few weeks ago I wrote a piece on the relationship between User Experience and Design Thinking, exploring the connection between the two – and then I had a conversation with a friend of mine, a design professional, who wondered about another relationship, namely between Design Thinking and… Design. His question, basically, was “why […]
That’s not a retorical question – sure, us nerdy types, among whom there’s been talk about this for well over a decade, we probably think this is as self-explanatory as it is inevitable but I’m going to go ahead and say there’s probably a lot of people who’ve never heard of this, or who have […]
I’m not beholden to TED or anything but, once again, I’d like to kick today’s topic off with a video – and I should point out that even though the topic for this article reads both “UX” and “Design Thinking”, neither is heard in the talk, and it’s not because I linked the wrong video.Here, […]
OK, this isn’t so much a Talkback as it’s a Talk-Along – though at least I’m not jumping the bandwagon just to say that it’s weird, or for that matter either awful or wonderful, that Facebook has acquired Oculus.It’s something else that I have to say – it’s inspired by Wired’s article entitled “Why Facebook’s […]
Subject of the day: – if you create a new and different product, and you have every reason to believe it takes a warm and convincing introduction to get people to like it, could it have an effect on user adaptation if you happen to imply that the conceptual foundation of your product is an […]
You’ve probably heard about how human beings are said to have five senses – sight, hearing, smell, taste and touch, right? One, two…. looks about right.Anyway, we have more than those, and even though there’s still discussion going on about which, and how to define them, this is the kind of knowledge about human functioning […]
In my ongoing effort to clarify, or at least comment on, important concepts in the field of User Experience, today we’re going to talk a bit about chocolate covered broccoli.You may now feel you’ve skipped the parts of the UX debate, or even the pages of the litterature, in which this core tenet of the […]
Since I’ve instated this section (or whatsammabobbit) specifically for the purpose of directly responding to stuff, I’ve got this one for you, Wired: No, that’s not online shopping’s thorniest problem, and no, this wouldn’t solve it if it was.What am I talking about? Well, this article, in which you can read about how a robot […]
Heard on Twitter:
I bet you’ve heard or read that expression – it comes up so often in reviews of things and services that just don’t, you know, work or take off, but have a good intention at their heart. And many if not most times, it’s because of insufficient user experience dilligence.Here, let’s have a few examples […]
OK, now that I have your attention, by virtue of mentioning one of the hottest buzzwords of the day (other than Big Data) I thought I’d take you through a brief explanation – as it’s so often the case with buzz concepts, it can get a little confusing as everybody scrambles to shoehorn the latest whassamabobbit into their […]
As I’ve teased once or twice in earlier articles, today we’re going to look at the most important tool in the User Experience specialist’s toolbox: The Empathy Tool. To make sure this makes sense, let’s first look at the concept of empathy – to some it may carry connotations of peace, love & flowers but what […]
Let me start by making this clear: I am not berating anyone – I sincerely hope you won’t feel attacked and have to defend yourself, this is not, in any way, an accusation. Really, it isn’t, and it’s important you believe me.Because what I am about to say is kind-of important, if by “kind-of”, one […]
I’ve just finished reading “Customers Included” by Mark Hurst & Phil Terry, and – at the risk of exposing the secrets of the Customer/User Experience field – feel I must make public my opinion of this little book.It’s Great! ….OK, I’ll go into a bit more detail – of course, you can also read an excerpt, […]
Right there is one of the great buzzwords these days: “Big Data”. You’ve probably heard it this week, maybe even today, and you may also have noticed the positive connotations that cling to the term – the glowing, almost awestruck tone, and the shared assumption that this concept holds all the answers. Specifically, all the answers to our […]
This is, of course, the big question for most companies: – is it really worth it to invest time and effort in user/customer experience managment and -activities?Indeed, companies and corporations often cite the reason of “complexity” and/or “organisational structure” for being reluctant to implement these activities – and this is not wrong; they are those […]
To many, the field of customer and user experience seems highly esoteric and intangible. With something so subjective, how does one even begin to quantify these things…?And it is correct – for us to act upon, and seek to improve, the user experience, we must first know what we’re talking about. Fortunately, we actually do.To […]
I’ve decided to re-publish, in this new framework, and old(er) article of mine, known as my “Work & Manifesto” from the 2009 incarnation of my website (which you can still visit here) – I still feel it’s relevant, even if it is now bolstered by another half-decade of additional experience and deliberation: