December 17, 2019

Design Trends – Talent

“ You can't be a successful unicorn hunter if you’re going to bring people into a horrible culture. You have to create an environment that creatives want to be a part of.”

https://www.invisionapp.com/talks/design-trends-talent
https://www.invisionapp.com/design-trends-report-talent

December 6, 2019

Anticipatory Design

Anticipatory design is all about creating delightful experiences by understanding user needs and reducing decision fatigue. Design that’s one step ahead of you, leveraging past choices to predict future decisions. But how much should the system lean in — how do you ensure it feels smart instead of creepy? How do you balance autonomy and clarity? What is the cost of being wrong?

The Next Big Thing In Design? Less Choice
Crafting Smarter Interfaces with Anticipatory Design
Anticipatory Design: How to Create Magical User Experiences
The Psychology of Anticipatory Design
Anticipatory Design: The Future of UX Design
UX Patterns of the Future: Anticipatory Design
How to Get Anticipatory Design Right
Anticipatory design — Create smart, delightful user experiences (video)
Anticipatory design in financial services

November 22, 2019

CXSF Keynote + Interview

This week, I’d like to share my recent CXSF keynote and interview (October 2019).

The Secret To Transformational CX Design: Your Org Chart  [podcast]
What does it take to design truly transformational, human-centric customer experiences? On this episode of What It Means, Bank of America’s Rachel Kobetz shares her insights, recorded live at CX SF.

Leading Innovation 
Innovation isn’t an idea problem. It’s everything else that gets in the way.

October 25, 2019

Setting the Bar Across Industries

Because of liquid expectations, customers compare the ease and use of an experience against the best in all industries. This means that being the best in financial services is no longer enough. Customers are comparing our experience to Google, Amazon, Uber, Nordstrom — that’s where the bar is. How does that change how we benchmark ourselves? How does it change the way we evaluate what great looks like?

Customer Expectations Hit All-Time Highs
What To Do When Consumers’ Expectations Outpace Their Experiences
Consumers Expect Everything On Demand, But Banks Are Slow To Respond
Getting Ready Now for the Future of Customer Experience
Living Business: Design-led Cultural and Organizational Transformation

October 21, 2019

CXSF 2019

Last week I joined other industry leaders at CXSF 2019 as a keynote speaker. Forrester holds these conferences bi-annually on each coast, bringing together a large gathering of customer experience professionals for two days of community and conversation. My talk, Leading Innovation, was a mix of best practices, lessons learned, and frameworks/structures that have influenced me over the course of my career in R+D and product/service innovation. A topic I could easily go on for hours about. My keynote ended with an abbreviated Q+A with Jenny Wise.

Later that day, I was interviewed for the What it Means podcast by Jennifer Isabella and Carrie Johnson, where we were able to take a deeper dive into some of the topics I skimmed across during my talk, like driving change in large organizations, what it takes to lead innovation, and the future of financial services.

Always thankful when someone creates sketch notes of my talks. Thanks to @letssummarize for this great one.

October 11, 2019

Human-Centered Design Drives Transformation

Human-centered design and innovation drives transformation. It’s based on the observation that the usefulness and desirability of a product or service isn’t determined by its technological sophistication, but whether people experience it as a valuable addition to their lives. It doesn’t just embrace customer-centricity, but puts designing for people at the heart of the entire process. It goes beyond designing for form and function, and extends the potential by designing for experience (e.g. meaning). Design becomes a key competitive advantage.

One of the challenging aspects of becoming design-driven is that it requires seamlessly streamlining people, processes, technology, and funding. It requires fundamentally transforming the way an organization is structured and how it works, but also demands a cultural mindset shift. A transformation that yields measurable positive impact to both customers and the business.

Competing on customer experience: How the value proposition of design is changing
The forgotten step in leading large-scale change
The Digital Transformation is a Design Transformation
Building a design-driven culture
6 Ways to Build a Customer-Centric Culture
The Right Way to Lead Design Thinking
5 Ways to Get the Most Out of Your Design Team

September 27, 2019

Behavioral Science in Experience Design

Changing behavior doesn’t happen overnight. Behavioral science is having a popularity surge as more realize its importance in designing experiences. As part of that trend, behavioral economics is gaining headlines highlighting that human decisions are not always rational — especially when dealing with money. How can we create experiences that will encourage people to make better financial decisions? What role do we [or should we] play in that aspect of people’s lives?

Coming soon: Netflix-style nudges that reward retail bank customers
Predictably Irrational: The Hidden Forces That Shape Our Decisions
Nudge: Improving Decisions About Health, Wealth, and Happiness
Designing for Behavior Change: Applying Psychology and Behavioral Economics
Leveraging The Power of Behavioral Science in Banking
Why Behavior Change Is the Key to True Financial Wellness
With Timeful Acquisition, Google Aims To Supercharge Its Apps’ Time-Management Smarts
Two Years Later, Walmart’s Prize Savings Helps Customers Save $2 Billion
Hooked: How to Build Habit-Forming Products
Dan Ariely Ted Talks

August 30, 2019

Explicit Value Exchange Creates the Flywheel

When customers understand a clear value exchange, they are willing to pay for it. Amazon Prime started with 2-day free shipping that has evolved into something so much more. It’s really about changing customer behavior through reduced friction, in turn making Amazon the default choice. How can banks create their version of Amazon Prime that can deliver distinct value to customers while remaining simple? And how does that enable them to win the emerging battle to be the default?

Disruptive Interfaces & The Emerging Battle To Be The Default
Digital Banking Creates ‘Amazon Prime’ Opportunity
Banking Needs An ‘Amazon Prime’ Marketing Strategy
Amazon Virtuous Cycle
The making of Amazon Prime, the internet’s most successful and devastating membership program

March 15, 2019

SXSW 2019 Reflections

Quick highlight of things I found interesting this week at SXSW in Austin, TX.

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