August 14, 2020

Embracing Change

Sharing this quote from Bruce Mau, co-founder of The Massive Change Network. When you're leading transformation, it's all too easy to not acknowledge what is already working.

How do you help people embrace change?

Here’s a good rule of thumb: for every one change initiative, create two celebrations of what’s already working. Emphasis on what’s working may seem redundant, but it often reflects a neglected reality — and the effect is to create a “field of safety” that makes change easier to accept.

Before people can embrace innovation, they need to feel safe. Therefore, the best way to foster change is to reinforce stability. In our rush to initiate change, we often ignore what’s already working. We take it for granted. If you want to fix what’s wrong, first celebrate what’s right and expand it where you can. Before building new structures, recognize the ones that are fine as they are. Applaud success and accomplishments. And make this celebration visible: be sure that people see it.”

— from Mau: MC24

June 25, 2020

The Business Impact of Design

I had the pleasure of being interviewed for Forrester's report The Business Impact of Design, which was published in June and recently promoted by InVision.

Envisioning and designing great experiences is only one lens of design leadership — you have to be able to demonstrate the business impact your work is having. Without that, it's just a shiny object.

February 28, 2020

Design is a Business Tool

As we evolve to an environment where design is a verb, organizations move into a level of maturity that peels away from Design is form-giving and a service, to Design is strategy. It’s no longer simply designing the app or the website, making the thing — it’s crafting the end-to-end customer journey and experience.

To our clients, all of our touchpoints are one experience — one brand.

This is an important POV to remember as we partner across the enterprise to raise the bar, focusing on experiences that truly resonate with our clients, and foster a customer-centric culture at its core.

Design is a business tool that makes strategy visible.

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

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

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