Behind the Screens: Aligning Operations And Digital Tools
In The Wizard of Oz, the Great and Powerful Oz ended up being an illusion controlled by Professor Marvel, a skilled performer hidden behind a …
innovation
Radical Innovation in the Bathroom
Incremental innovation improves on existing technology or systems. Historically, the most famous and impactful inventions tend to fall under the category of radical innovation. Not …
Making User Testing Comfortable: Changing Cultural and Personal Attitudes
For those of us working in digital, testing our work during the development cycle and measuring its impact once launched can be complicated. We know …
How UX and Design Can Improve Flying
I have chalked up a lot of travel miles in my time, and consider myself an expert at navigating an airport. Experience has taught me …
The Best Coaching is Personal
First, a confession: This series of concurrent research findings was surfaced in the most recent issue of the Klick Wire, a weekly mHealth newsletter. That …
Creating a Relationship with Customers: A Long Term, Personal View
The further I get in my career, the more I think about the cliched advice “Don’t burn your bridges.” It’s amazed me how often I …
Case Study: Making Social Change Fun
While I was on vacation recently, I set a post to publish about infusing fun into social good to make people more likely to participate. …
An Idea is Born: Writing and the Creative Process
Last week I attended a really cool event: I saw Stephen King interview Lee Child, author of the Jack Reacher novels, at Sanders Theater at …
When User Research Is Wrong, Is It Fair to Say Someone Lied?
I don’t really eat much fast food, but even I’ve noticed that most of the major fast food chains are introducing new menu items that …
The Law of Unintended Consequences
Unintended consequences are sometimes happy surprises, sometimes sad disappointments, and sometimes just totally weird. I’m interested in unintended consequences in terms of thinking of organizational …