How “Nudge Theory” is changing engagement


What is now called “nudge theory” isn’t totally new. The first wind-up alarm clock, for example, was a rudimentary technology nudging humans to do something they wouldn’t necessarily do on their own. It just wasn’t until much later that nudge theory became “branded” — thanks to Richard Thaler and Cass Sunstein writing their book Nudge, which […]

Service design thinking: Why?

Person Centered

This post is part 3 of a 3-part series. In my last post, I talked about how to do service design thinking. In this post, I’ll discuss why service design thinking is important. In a recent conclave organized by Singularity University, the speakers highlighted how products and services are now congregating into four clusters: content […]

Service design thinking: How?

People walking

This post is part 2 of a 3-part series. In my last post, I talked about what service design thinking is. In this post, I’ll discuss how it is  implemented. Service design thinking is based on five principles: User-centered: Design services as experienced by the user — e.g., a company in New York uses kinematics […]

Service design thinking: What?


This post is part 1 of a 3-part series. Amazon doesn’t have inventory, Uber owns no fleet, and Airbnb owns no rooms – yet they are the billion dollar companies of this decade. These companies have built their business models, products and offerings by providing platforms that enable the sharing of things, services and time […]

Social engineering: Hacking the human mind

Social engineering is a method to manipulate people into doing something, such as divulging confidential information. It could be seen as the hacking of the human mind. Compared to, for example, software, the human mind has far more vulnerabilities that are significantly simpler to find and exploit since they do not require any special expertise like code or computer language. […]