From the monthly archives:

March 2010

Designers vs. Six Sigma: The Right and Left Brain of Customer Experience

March 30, 2010 Uncategorized

a left-brain/right-brain divide in the field of customer experience via adaptivepath.com Peter has a point. Its interesting to see the distinction between the big-picture plans of designers and the Six-Sigma improvement mentality in the trenches. I think Peter is right that we need to engage both sides to hit on customer experience properly. Posted via [...]

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How Capital One is thinking about Customer Experience

March 30, 2010 Uncategorized

My presentation discussed: Examining new strategies, tactics, and applications of the Service Profit Chain model Applying theory to practice in banking Expanding how such concepts might be applied to any retail or customer facing business. A copy of the presentation is here.  via goldenmean.com Interesting to see how banking groups are seeing a real revolution [...]

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How a Web Design Goes Straight to Hell – The Oatmeal

March 30, 2010 Uncategorized

via theoatmeal.com This is worth remembering. This is why we need a clear strategy and keep the client committed to that strategy… Posted via web from John Whalen’s Posterous

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Persuasive Design @ SXSW Motivating Real Life via Games

March 30, 2010 Persuasive Design

Programmer and journalist Andy Baio, of Waxy.org and Kickstarter, spoke at SXSW about games bleeding into real life, the workplace and the marketplace. Using games as psychological motivators isn’t a far-fetched idea. Both the Ford Fusion and Honda Insight have dashboard graphics that show you how efficiently you’re driving via growing leaves. The Obama team [...]

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Smartphone ownership in US: 15% -> 42% in 3 years. Learn more…

March 30, 2010 Uncategorized

Smartphone ownership in the United States has grown from 15% of US consumers in October 2006 to 42% in December 200 via lukew.com Interesting to see how few smart phones there are in the Asia Pacific area… Posted via web from John Whalen’s Posterous

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Learning from game design: 11 gambits for influencing user behavior #ux #ixd #persuasion

March 30, 2010 Uncategorized

via architectures.danlockton.co.uk Interesting things discussed regarding game design, persuasive design and experience…. Posted via web from John Whalen’s Posterous

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Meaning-Driven Brands: A List of Visionaries/Sensemakers/Disruptors/Game Changers/Contrarians | Blog | design mind

March 30, 2010 Uncategorized

As the world slowly emerges from the economic gloom, and the “hyper-social real-time web” requires new organizational designs, it’s clear that business as usual will not be so usual anymore. via designmind.frogdesign.com Interesting thoughts about what empathy is and how brands embody them. Posted via web from John Whalen’s Posterous

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Persuasive Design: The relationship between Wii, Farmville and Reality and why its persuasive

March 29, 2010 Uncategorized

via g4tv.com This is a nice presentation putting together the paradoxical of games and how making them virtual and relating to reality – “authenticity” – is crucial in our increasingly virtual world. The psychology of persuasiveness, combined with a tie between the real and virtual, and “authentic reality” are the key. Interesting idea. Posted via [...]

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Logic+Emotion: What SXSW Taught Me About Social Systems & Business

March 29, 2010 Uncategorized

Less than a week has passed since the interactive portion of SXSW, a Mecca for the world’s digerati, wrapped up. Some have written scathing reviews vowing never to return and others provided a more balanced look. From a sociological point of view, I’d argue that events like this serve up insights by the pound, if [...]

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From Observation to Vision: The Promise of Human-Future Interaction | Blog | design mind

March 29, 2010 Uncategorized

In a recent article by Roberto Verganti on the Harvard Business Review website, provocatively entitled “User-Centered Innovation Is Not Sustainable,” he writes: “…one thing is certain: User-centered innovation has helped conduct us into an unsustainable world. The reason is sustainability is not embedded in the anthropology of our existing culture, society, and economy. Yes, people [...]

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