The customer is a stranger and humans are not used to paying so much attention to the needs of strangers. The organisation is a tribe, and each department or division is its own sub-tribe. It’s so much easier and more comfortable to be organization-centric.
When you talk, you are only repeating what you already know. But if you listen, you may learn something new.
Insights for effective project leadership and collaboration. Three months of youth development treks with Raleigh International.
A fun day taking senior marketing and developers off-site to an interaction lab.
No gossiping, no intrigue, no pussy-footing around problems and no telling people what you think they want to hear whilst privately disagreeing. We will be transparent in our dealings.
The people farthest from understanding the technology are often the ones making the strategic decisions Dennis Kardys Great opening quote in Paul Boag's book Digital Adaptation. The inference is that the people most removed from digital publishing are senior management and their influencers. This is often true, certainly in the higher-education sector. However I might extend the point of reference…
My favourite nuggets from Leisa Reichelt's talk at HCID Open Day 2014, organised by City Interaction Lab. Leisa was talking about about affecting good user-centred practices in large and complex organisations via her role at GDS. As usual she had lots of sensible, practical and plainly spoken advice for helping to stay focussed on collaborating to ship great experiences. Notes…
Those with the silo mentality allow a situation to develop where the customer is presented with a jumbled set of jigsaw pieces. One thing is for certain: customers do not visit you in order to do jigsaw puzzles.
As soon as we build something, we all tend to move increasingly from inquiry mode to advocacy mode at the very time where the former is needed and the latter can blind us. Bill Aulet
Making life easier for employees requires much more ongoing hard work from management and IT. It takes management time to save employees time and managers are simply not prepared to make that sacrifice. Gerry McGovern …painfully true and why the User Experience function needs to be included in Enterprise IT software selection, intranet information architecture and/or the boardroom. Updated, 12th…