Why it’s never OK to ignore the customer experience

“This is a tech project; so why do I need to consult the customer?” Sigh. During my working career I have heard this very question (well, it’s more of a statement really) more times than I would have expected. Sometimes it was worded differently and may have sounded something like, “No, no, no. We don’t […]

Is employee experience as important as customer experience?

Superheroes Friends Fist Bump Happiness Concept

When we think about an organisation becoming customer-centric, we typically think about how to satisfy our customers through a better understanding of their needs and pain points. However, I believe that most organisations critically “undercook” the design of the employee experience that supports the customer. Sure, we design systems and processes that simplify things for […]

Design for the user experience to maximize new technology ROI

Businesses today have become all too familiar with terms such as digital transformation, innovation, and disruption. As information becomes more readily available to consumers across an ever-expanding number of channels, many businesses recognize that they must adapt in order to stay competitive. These companies are now working to become more agile and make digital a […]