Insights

Humility: developing an old skill for a new age

Humility is not weakness. The opposite of humility is arrogance. And arrogance is a trait nurtured in traditional leadership. However, in the more networked and artificial intelligence societies that we are on the verge of, arrogance will be much less useful. In 1999, I published my first book called The Caring Economy. Its hypothesis was… Read More »

The organization-centric universe

An organizational-centric universe depends on an atmosphere of trust, both from employees and customers. The perfect environment—at least in the short-term—is one of blind trust. Customers are fanatically brand loyal. Employees will follow orders without question. As trust declines, the organization will have to increase its command and control functions or else it will face… Read More »

Developing a customer obsession culture

The Web gives power to people that was historically almost exclusively the domain of organizations. Yes, down through history we’ve had people-driven revolutions at points where the masses had reached their breaking-point with a system or regime and spontaneously rose up. However, before the Web, people never had the tools of organization on such a… Read More »

Design navigation for clarity and fidelity

Navigation is not a murder mystery. A great link tells you what it is, and just as importantly, tells you what it is not. There is nothing worse than a vague, meaningless link. Well, there is. It’s a link that promises much more than it can deliver. I call that sort of link a dirty… Read More »

Navigation design: twins and minimalism

For a great many tasks, there are two dominant journeys or paths that customers would like to take. Consider the following tasks: • Download the latest firmware for the RV042 router. • Find the waiting times for Child and Adolescent Mental Health Services. • What is the lowest price service for a 2015 Prius Active?… Read More »

Design for navigational momentum and unity

Design navigation for forward momentum. The core purpose of navigation is to help you move forward. Designing digital navigation is not that different from designing navigation for a road. You always want to be able to help people maintain their momentum and get to their destination as quickly as possible. The essence of momentum is… Read More »

Trust versus use

The recent Facebook personal data controversary raises two questions: How much is our privacy worth to us? How much is our convenience worth to us? It seems that we value convenience much more than we value privacy. Facebook is a business that makes money off our personal data. The more data on us it has… Read More »

Why enterprise software fails (and what to do about it)

The Canadian government’s Phoenix payroll system is no more. It was supposed to cost about C$300 million and deliver tremendous efficiencies. Instead, it has cost C$1 billion and delivered nothing but pain and disaster. “As the government has repeatedly acknowledged, IBM is fulfilling its obligations on the Phoenix contract, and the software is functioning as… Read More »

Why organizations are still so bad at findability

Organizations still refuse to invest in findability. And they pay the price in poor customer experience and decreasing loyalty. Part of the reason why Google is so strong and powerful is not simply because it understands that people like to find stuff quickly. It’s because the vast majority of organizations don’t recognize that it is… Read More »