No, I don’t want to take your survey

Take your survey? Why on earth would I want to do that? Help you improve your website? Am I your employee? Are you my boss? Last time I checked, I wasn’t. So, do your job. It’s not up to me to help you make your website better. What do I think of your new redesign?… Read More »

Marketing: the truly original fake news

Some marketers are deluded. Too much hype, spin, fake news. While 87% of marketers say they are delivering engaging customer experiences, nearly half of consumers say that brands don’t even meet their basic expectations, according to survey published by Acquia in November 2018. Another 2018 study run by Arvato found that while 89% of brands… Read More »

A better digital experience for Irish health

When the US Department of Health deleted 150,000 out of the 200,000 files that were available on its public website, nobody noticed. Too much content, too many websites, much of the content out-of-date. Important information hard to find and even when you found it, hard to understand. These are the classical symptoms of “orgitis”. Orgitis… Read More »

The accidental discovery of Top Tasks (Part 2)

For years, I had run card sorting workshops. To keep track on the cards, I used to hand out a sheet that contained all the names of the cards. One exercise involved deciding what cards to use when designing a classification for a homepage. I wanted people to prioritize, so I asked people to choose… Read More »

Top Tasks – A how to-guide

It’s been 15 years in the making, but Top Tasks began as an accident, something I had not planned, and initially, at least, something I didn’t want to happen. Now, here it is. A book containing everything that I and the partners I’ve worked with have learned about how to implement Top Tasks. A detailed… Read More »

The re-emergence of collaborative cultures

“In the Depression years of the 1930s, the card game contract bridge, first played in the United States in the late 1920s, blossomed,” according to George Akerlof and Robert Shiller in their 2009 book, Animal Spirits. “Contract bridge is a game played by partners, who must cooperate. In contrast, in recent years poker-and especially its… Read More »

Change is hard but not impossible

The bigger the change you want to see the longer it will take and the more setbacks you will meet. But big change can and does happen. And those who have changed the world the most have tended to be patient, resolute, determined and optimistic. I’m reading a book on Ho Chi Minh at the… Read More »

Is trust and empathy overrated?

One of the best ways to get people to trust is to get them to hate. Hate is the glue that binds many groups together. Hate and fear are powerful, ancient elixirs. If we’re to build success for the future, we need to move beyond such easy remedies, because in an interconnected, complex, fast-paced world,… Read More »

Truth, Trust and the God Complex

In Ireland, we have painfully come to realize that all our gods were really men disguised in frocks or surgeons’ coats. Fallible men with feet of clay and egos often the size of Everest. This is the age of brutal transparency. Sure, there’s a lot of fake news about, but there is also a tsunami… Read More »

Branding manipulation

Branding can mean something. It can be a way to summarize what you are, what you stand for. However, branding is too often used to make gullible people believe anything. Much branding is a form of psychological trickery, emotional manipulation, magic. Nike is now running a campaign with Colin Kaepernick. The cause is good. But… Read More »