Erietta Sapounakis

Product Development + UX | CX + Service Design

Thoughts on design, product, collaboration
+ reports from industry meet-ups

  • Deconstructing a Jobs to be Done switch interview

    Getting the participant to recall granular details is vital to a successful Jobs to be Done switch interview. Using a customer journey model as a tool during the interview can help track the story and get the interviewee to unwind to the very beginning.

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  • Jobs to be Done Sydney meet-up

    I’ve been meaning for the longest time to do some reading on Jobs to be Done framework, but like so many little jobs it had remain undone. Until Monday night that is when Christian Lafrance organised the first Sydney meet up at the Trinity Bar in Surry Hills. Christian has presented on Jobs to be […]

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  • Ethnography Inquiry Today

    Speaker: George Marcus 25 March 2014 Metcalfe Auditorium, State Library of NSW Organised by UWS       I attended the George Marcus talk Ethnography Inquiry Today to learn what was happening in ethnography academic circles. As someone who practices design research/corporate ethnography I thought I might learn a thing or two so was surprised […]

  • What raw research deliverables should you deliver

    Earlier this year I was on a project where I had to repurpose another team’s design research. My job was to make a set of task models. I had research findings, personas, and some other stuff available to me but I needed more detail. I propose delivering some of the raw research alongside formal deliverables so anyone in the future can pick up your research and extract from it what they need at the time.

  • The gap between technology and trust

    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 […]

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  • Co-design in the social sphere – Sydney Design Festival

    If you’re interested in co-design you should look check out the “Designing With” event series which is being held as part of the Sydney Design Festival running 3-18th August 2013. The first event will be an introduction to Social Design which promises case studies where design methods and co-design have been applied to such contexts […]

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  • 22 typical change management mistakes

    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: Mistake #13 Not involving the employees Leaders must actively involve the people most affected by the change in its implementation. This will help ensure employees […]

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  • Why brainstorming doesn’t work

    So did that last brainstorming session you were in that was meant to generate a hundred ideas deliver? If not, here’s why: The reasons brainstorming fails are instructive for other forms of group work, too. People in groups tend to sit back and let others do the work; they instinctively mimic others opinions and lose […]