design thinking

Ideating the Future-State Customer Experience

I’ve been know to say, “You can’t transform something you don’t understand.” You don’t want to change things that are working well or that create value for your customers. So know the current state and what to fix and what to maintain before designing the future state. Know the current state so that you can make near-term fixes and improvements while you’re re-imagining and redesigning the future state, which can take some time.

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Participative Relationships: Co-Create the Experience With Customers

In 2019, I wrote about this marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right. In that post, I wrote:

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Updating Your Journey Maps

Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked.

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You Aren't Journey Mapping

I hate to tell you this, but you're just not.*

I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.

Here's what happens.

I start by asking the audience if they're mapping customer journeys, and a bunch of hands in the room go up. A lot of hands, as a matter of fact.

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6 Steps From Journey Maps to Outcomes

Did you know that journey maps are more than a tool?

 

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Traditional Design Thinking vs. Digital Design Thinking

Design Thinking needs a digital upgrade / extension to be more productive and helpful in an environment where organizations are facing digital challenges.
 
Digital Design Thinking tries to take the best of Design Thinking — its customer and experience mindset — and employ this in a digital environment — at scale. Creating several new benefits to the Design Thinking methodology.
 
There are a number of advantages to Digital Design Thinking over traditional Design Thinking in the right types fo projects:
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Companies Still Don’t Get Design. Not To Mention Design Thinking.

Lately I am more convinced than many companies still don’t understand design? Let alone design thinking. A lot has been written and many are just started to explore design thinking 101. Most of the efforts are applied on the front end of ideas generation which is really 10% of the problems. The problem we have not been training people to do this. Many design schools with a few exceptions are slow to respond to the market needs for design thinkers, or critical thinkers with design training.

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The Most Important Skill All Design Thinkers Must Have

It is the ability to identify patterns of insights and “connect the dots” in a meaningful way.

Bruce Nussbaum, in a blog post: 3 Paths Toward A More Creative Life, calls it “Pattern Sight”.

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12 Thoughts on Implementing Design Thinking in Your Organization

A few simple observations on how you can implement Design Thinking in your or any organization large or tiny. These observations have been validated time and time again during my continual involvement with this activity.

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Design Leadership Is More than Simplicity. It Is About Design Discipline.

El·e·gant, an adjective and define or characterized by or exhibiting refined, tasteful beauty of manner, form, or style. Marc Jacob? Chanel? Jil Sander? Hermes? All are unquestionably elegant by design in the fashion world. How about smartphones or interfaces? Can they be elegant? 

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