Experience Strategy
Over the last year, I have been fortunate to work on a government project from BEIS (Business, Energy and Industry Strategy), focusing on how smart meters can reduce energy in the non-domestic sector – business to the rest of us. On the face of it, this type of work can appear boring when you think
I’d really like a pound for every transformation project I hear about. It seems that just about everybody is on the bandwagon, there’s obviously a lot of transformation to be done. At the heart of these programmes is the fundamental need to change – and to change quickly. Not a day goes by without multiple
Telling my bank to get on their bike Like most folks in the digital industry I get a daily overwhelming dose of articles to read. I make enough time to stop the drowning sensation and never feel like I’m on top of it. Note to self, must try harder. There’s a constant stream of how
How companies can assess and plan their actual customer experience Customer experience. The first word – Customer, it says a lot. When it comes to marketing and technology investment, the lion’s share is certainly in pre-sales with three core phases: Discover – that old thing called advertising, or whatever format is your paid flavour today
Almost as sure as the sun rises each day, I’ve been witness to the mandatory inclusion of comprehensive heuristic reviews and best practice reports as part of any digital transformation programme. Now don’t get me wrong, I’m not saying these activities are idea killers but as a marriage they bear the inevitable offspring that is
Recently I returned from a family holiday in Thailand. Some time to turn down the volume of work and reflect on projects from the past year. It was quite therapeutic to stop and think about how each piece of work had gone, the people, and what I had learned. It produced a good guide for
There are some brands I just love. I’ve loved them a long time. I guess it’s complicated. We all know the story… we’ve had an exceptional customer service moment and their product just works brilliantly. But just like any relationship if it all gets a little too one sided it can leave you feeling like
I’m always interested to look at publicly available devices and who’s using them. Curiosity if you will and seeing what I can learn from it. I’m certain many of these products start out in life with good intention by a team that wants to create something amazing. And that’s where the problem starts – the
Firstly I want to start with being clear this is not a gripe at BA, but a case study in how experience design can be used to improve the entire customer journey. Recently I booked a BA flight to Scotland. I decided to pay the extra and go British Airways than the other (and cheaper)