From User Experience

The solution fixation of poor service design

Service design really isn’t new. I often hear it being called ‘the shiny new thing’ which, to my ears, sounds like a technophobe talking about fandangled doodads when they are referring to standard technology. Service design is old. If anything, a lot of the processes we use are based on slightly outdated ideals that are…

Speaking at Customer 360

I spoke at The Customer 360 Symposium at the end of March on the topic “Designing change – Preparing your organisation for post-channel CX’. My presentation focused on how tough it is to design an organisation around the way customers engage with it; when customers expect all channels to work together to offer them breathtaking…

Designing for impatience and bad manners

Does anyone else read a movie plot on Wikipedia while still watching the movie, simply because you don’t have the patience to watch it to the end? I don’t think I am alone in this. I have an awful attention span, like most people with an active smart phone and social media habit. One of…

Is marketing killing experience design?

Many years ago, when I was asked about the future of experience design, I responded in the same way many experience designers did at the time; if we do our job right we will be redundant. Four years ago we assumed that there was such a long way to go to educate our marketing clients…

When empathy hurts design

Even with a knowledge of every user experience design technique, without a natural ability to empathise, you will struggle to be an excellent experience designer. However, empathy also has many pitfalls that can prevent you from delivering a great product or service.   1. Unconscious bias   I have written about unconscious bias a number…

Ethical design: the role of experience design in equality and diversity

‘Ethical design’ is a divisive and interesting topic, no more pertinent than when we are in a time of accelerated social change. In 2016, diversity agendas are being prioritised within many Australian organisations, often because of the emerging evidence that, the more diverse a working group, the more successful the ideas and the more financially…

Generalist or specialist? Why experience design is neither and both

Throughout my time working in digital design, every trend seems to have followed this pattern: generalists rule, then specialists rule, then generalists rule again, then the specialists have it. In the early 2000’s, digital designers were coders and graphic designers and UXers in one (generalists), then graphic designers got involved and ‘web design’ meant designing…

Community funding platform for Lloyds Bank (DigitasLBi)

Lloyds Banking Group have been supporting multiple community and charity initiatives for a considerable amount of time. As a continuation from the extensive investment in the London Olympics, they had a multitude of additional community projects to publicise, across all banks within their group (Halifax, Bank of Scotland and Lloyds). My involvement was really to…