“We spend a lot of time with our devices, yet our devices have no clue how we’re feeling,” said el Kaliouby, a former MIT research scientist with a doctorate from Cambridge University in the UK. “There’s an opportunity here. Our devices could be more empathetic.”
If a student got stuck on a tough math problem, an empathetic school computer would recognize the confused look on his face, and instantly offer additional help.
An office laptop might see that a worker is bored, and suggest that he take a coffee break or play a simple computer game. A TV that notices that nobody laughed at last night’s Adam Sandler movie might suggest Woody Allen next time.
Wouldn't it be nice if we could do the same thing for voices? Companies using automated answering/routing system could hear the frustration or anxiety in customer voices, often exacerbated by the system, they might opt for a less frustrating way to handle inbound calls.
Great deck that captures the challenges and pitfalls of how design thinking and other methodologies and used by business. Some great quotes in there as well. I found slides 16, 26, 30, 34 and 36 especially provocative and insightful.
The one key take away here the need for "strategic action." Well thought out article that looks at the strengths and weaknesses of both strategic vs design thinking and how to leverage the best of both. It's not a true this vs that article which I usually hate. It recommends when to use one or the other as well as ideas to combine aspects of each for maximum effect.
Every website that has one of those annoying "sign up" screens that pops up immediately after the page loads and before you've even read anything (that includes you TNW) needs to read this. A great article that explains how your desire to drive a visitor a specific action may in fact drive them to do the opposite.
@Liraz - The only suggestion I would make is that rationalization happens in the conscious, not the subconscious, mind.
Google has left no doubt about how important it is to have a mobile-friendly site:
“Starting April 21, we will be expanding our use of mobile-friendliness as a ranking signal. This change will affect mobile searches in all languages worldwide and will have a significant impact in our search results. Consequently, users will find it easier to get relevant, high quality search results that are optimized for their devices.” (Google Webmaster Blog)
What this means is that Google’s algorithm can not only tell if your website is easily seen on mobile devices, but may ignore those that are not. In fact, they are now displaying a “Mobile Friendly” icon when they display your website or blog in their search results.
One thing not forget is that it's not enough to simply make the website mobile-friendly (works on a mobile device), you need to make experience of the website mobile-friendly (it's a pleasure to use on a mobile device).
The most effective leaders understand that problem solving is not a "one-size-fits-all" process. They know that their actions depend on the situation, and they make better decisions by adapting their approach to changing circumstances.
But how do you know which approach you should use in a particular situation? And how can you avoid making the wrong decision?
This framework provides guidance to solving different problems in different ways rather than approaching all problems with the same process. The article provides some simple but clear examples of how to know which situation you're in and how to proceed.
The video at the end of article is a conversation with Eric Ries, author of Lean Start Up, Tim Brown, author of Change by Design and head of IDEO, and Jake Knapp from Google Ventures. They discuss how lean and design thinking are reshaping not just the products we create but the businesses that creates them. A ton of thought provoking insights from each.
Some of you may recall the early days of the Internet. It was an amazing experience to have all of this information at your fingertips and be able to chat with people from all over the world. But, it was also a very dark time.
Don't be self-promotional. Content strategists have been pleading those words to brands for the past decade, but many brands still remain skeptical. But now, there's a study to back up that simple but crucial advice.
Mike Donahue's insight:
Interesting research findings about the negative effects of self-promotions within content. Ironically the article closes with a self-promotion. Hmm.
Product design is a fundamentally compassionate act. After all, the best products come from designers who listen intently to the populations they serve and have empathy for the people who might use their product or service.
Unfortunately, the world is not full of those products. Perhaps designers and engineers fall victim to not yet realizing mass customization and personalization on an affordable scale. Maybe ever-shrinking timelines limit designers’ ability to get customer feedback early and often. Or maybe it’s just carelessness or narcissism by designers who don’t look beyond themselves for design requirements.
Regardless of the reason, there is a growing movement for a more empathic product-design process. It’s aptly named human-centered design.
When it comes to making decisions about what to buy, people go with their hearts more often then their heads. 31% of advertisers report gains from emotional campaigns, while only 16% report gains from campaigns that appeal to people’s rational side.
This is my new must read for everyone. Lassiter's insights about computer graphics (CG) transcend his industry. They offer guidance for UX and web designers (any designer really) and businesses alike. His comments on storytelling and emotion connection are the key to success in design and business. I will be quoting this article for years to come.
The power of Customer Experience and growing competition are driving companies to take a more scientific approach to building customer loyalty.The term Customer Experience is becoming increasingly used to describe all the touch-points, engagements and interventions that your customer has with your people, your products and services, and your brand. Ensuring a consistent and positive experience throughout these will ensure customers are happy to continue spending money with your company rather th
“It’s not uncommon for designers to confuse a beautiful looking product with one that works beautifully. A great technique for creating smarter, better products is to approach them using story-centered design.”
Nice article that makes it clear the importance and role of emotions in the customers mind as it related to the overall customer experience with your companies brand, products and/or services. It also aligns well with my recent talk at UXPA2014 in London on the role of emotions in creating what I call tattoo-worthy experiences.
One thing I would add to (change) the article is that emotions are an inevitable part of every experience, they are not optional. We've given emotions names to help us explain to others what we are feeling. But in reality emotions varying degrees of positive or negative feelings.
Emotions are THEE most important part of an experience. they are what will ultimately determine whether customers return and how satisfied they are when they do.
How do you sell shoppers on duck, a product that’s served in many restaurants but that many people do not feel comfortable cooking at home?
That was the challenge for U.K.-based design consultancy Elmwood after packaged-foods maker Gressingham Foods asked it to recast its brand identity as premium but accessible.
Elmwood uses biomotive triggers in its designs, arguing that certain graphic elements conjure instinctive responses from consumers. A cusp shape (think a shark fin or horns) conveys fear or caution, while curves represent softness and comfort. Elmwood’s clients also include Walmart, Schweppes, and Saucy Fish Co.
While neuromarketing is gaining favor (it’s also the topic of a Starcom MediaVest Group/TED event at Cannes Lions this year), most marketing efforts still forgo the subconscious in favor of targeting the rational mind.
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