Tag Archives: Customer Experience Design

Mapping Experiences

Recently I had the opportunity to interview Jim Kalbach, author of the interesting book Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams. Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Experience with MURAL, a leading online whiteboard for digital ...

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Design Thinking Grows Up – Welcome to Experience Thinking

Prologue Design Thinking is an incredibly powerful way to approach the design of just about anything that involves an interaction with people (or other intelligent creatures).  Its underlying philosophy of Human Centered Design requires that we develop a comprehensive empathic understanding of the customer and their situation in a particular context.  This can only happen when we dissect the situation ...

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A New Take on Being Customer Obsessed

A New Take on Being Customer Obsessed

Those of us in business often latch onto words and phrases as the latest “bright and shiny objects” to share with others. While instilling new thinking is great, the downside of this tendency centers on the misuse and misunderstanding of those catchy phrases. Think of how often we hear “digital transformation,” or “customer-obsessed” (and the alternatively worded “customer-centric”) bandied about. ...

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