“The thing I have noticed is that when the anecdotes and the data disagree, the anecdotes are usually right”
Bezos said it was important for him to stay directly connected with customers because it was easy to fall into the trap of relying too heavily on data and metrics. “I’m actually a big fan of anecdotes in business,” he said.
This week a colleague rushed up asking how long it would take to produce a journey map and the answer was … it depends.
The Good Design Awards have a new website and are open for submissions. Interestingly, there are two new categories recognising the expanding role and remit of design: Social Innovation and Business Model Design.
Interesting to see Dymocks appropriate Ideo’s “Keep the Change” program for the Bank of America as a fundraising initiative. (Having said that I am only assuming they have taken inspiration from it.)
I’ve followed some interesting and conflicting media recently. Tony Costa writing for Forrester evangelises location technologies improving customer experience citing four recent and compelling examples. On Australian TV last night 4 Corners followed the life and online privacy of a typical Australian family to demonstrate the reach of where our data goes. Once the breadth of data sharing was exposed, together with blatant privacy breaches the family were less than impressed. At the very least one could say that they appeared uncomfortable. I’m sure many in the viewing audience were. Here is an example reaction from the family, the daughter, a 24 year old university student was asked to comment on what she thought of being tracked in a shopping centre.
I love this list of 22 typical change management mistakes to avoid. There are several in this list which I think can be addressed with a human centred design approach such as:
OK so this might start sounding like an advertorial real quick. I organised a 28 Degrees Master Card to use as my travel money card after reading Choice Magazine’s 2012 awards. Seems like they want to retain that customer mantle. My last email from them included a message that they will illuminate the consequences of only paying minimal monthly repayments on credit card balances.
The first Australian CXPA meet-up in Sydney (16/4/2013) was a breakfast session at Atlassian HQ with Cyrus Allen of Strativity as the MC. The special guest via a Google Hangout was CXPA and Temkin Group founder Bruce Temkin. He is also the creator of Forrester’s Customer Experience Index and Voice of Customer Award.
Debriefing as soon as possible after your research encounter is vital. Push yourself beyond first impressions with these 10 questions.