If the customer really was king then power would reside with those who are closest to the customer.
The old model of organization and societal structures is being challenged as never before. Leaders need followers and increasingly the followers are becoming less loyal, more skeptical, less willing to follow.
When people visit a particular page of your website and then carry out a search from that page, it is often a sign that the page navigation and/or content is not working well.
Digital is finally reaching a tipping point. It is now transforming old organizations and giving birth to new types of organization; and indeed, to a new type of society.
Silo-based organizational models are for a much simpler world. They become a hindrance in the complex world we live in.
The more we learn about the world the more we understand that experts are not nearly as ‘expert’ as they like to think they are.
A single / unified navigation is generally the best option for a website or app.
The answer to complexity is simplicity and the number one principle of simplicity is the removal off all things that are not absolutely necessary. The natural impulse is to add and to complicate. Over time, most websites and apps grow, often in unnecessary ways.
Large organizations are facing a crisis of trust. Big is becoming associated with bad.
Everywhere we look we see corrupt, greedy, out-of-touch leadership. As customers become better and better informed, this narcissistic leadership is ushering in an era of deep distrust. That will have significant implications for design thinking.
When government is working it makes things simple. Good government takes as little money and time from people as possible while maximizing the quality of the services it delivers.
Customer experience is 10% technology and 90% culture.
A great deal of content marketing is a mixture of snake oil storytelling and winning-the-lotto delusions.
It is incredibly hard for a professional to think outside their profession; but in an increasingly interconnected collaborative world, it has never been more necessary.
“Only 5% of organizations feel that digital gives them a point of differentiation over their competitors,” according to an Accenture study published in October 2015.
So much work today lacks purpose or meaning. By focusing on customer and employee tasks we can link what we do with things that really matter.
We must find a way to create a much more collaborative organization so as to better serve our customers.
The information management and the ecommerce analytics team are in the same building. Actually, they’re on the same floor. In fact, their cubicles are beside each other. But they don’t collaborate or share what they know with each other in any way.