Pkyrou

34 Flips | 1 Magazine | 35 Likes | 4 Following | 1 Follower | @Pkyrou | Design strategist focusing on design thinking to guide change

Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It)

In 2003, a marketing consultant named Fred Reichheld lit the business world on fire with the Harvard Business Review article The One Number You Need …

The Future of Experience Design

It’s amazing to me how many companies still don’t “see” the customer when it comes to customer experience.While everyone talks about Customer …

How to Create a Customer Experience Led Strategy

<b>“The customer is always right.” Harry Gordon Selfridge</b><p>One of the most famous quotes in business and the core sentiment is as true today as it has …

Customer Experience

Staying Human-Centered in a Technology-Focused World

When<p>Procter & Gamble was looking for ways to innovate and grow its business in the late 1990s, it found the answers not in technology but in human …

Advertising

To Harness Creativity, You Need to First Understand Its Neural Magic.

This expert explains the brain's role in how ideas survive and thrive.<p>How Success Happens <i>is a podcast featuring polar explorers, authors, ultra marathoners, artists and more to better understand what connects dreaming and doing. Linda Lacina, Entrepreneur.com's managing editor, guides these chats</i> …

Jony Ive Dishes On Apple Rumors And His Design Team In Rare Interview

The most famous designer in the world didn’t hold back when he spoke at the Hirshhorn Museum last week.<p>Jony Ive helms the most secretive design lab in the world at Apple. But aside from the top secret mystique, the soft spoken Ive is notoriously private, often giving just one interview a year.<p>Last …

Inside IBM Design: The era of fetishizing the process of design is finally ending

Can you teach an old company new tricks? IBM’s metamorphosis into the world’s largest design-oriented company hasn’t been easy. <i>The Loop</i>, a new documentary produced by digital design company InVision, gives an illuminating peek into how the 109-year old company is convincing staff that embracing a …

Amazon may have patented the next big thing in online shopping

User-generated Amazon reviews are one of the most important ways that consumers find products and decide what to buy. So much so that Amazon has consistently shown itself to be Google’s competitor in e-commerce search. Almost all Amazon product reviews are written but, as business research firm L2 …

This is the difference between personalization and segmentation — and why it matters

But many marketers, unfortunately, still confuse personalization with segmentation.<p>Sailthru conducted a survey of 146 marketers in the publishing, retail, and commercial space about their views on personalization. One of the more surprising finds was that 75% of marketers believe that segmenting an …

30 Ways to Align Your Business Strategy With Customer Needs

You probably remember Maslow’s hierarchy of needs from school — that model demonstrating our most basic needs (food, security, warmth, rest) at the …

Entrepreneurs: Here's What You Need to Know About Your Company's 'Net Promoter Score'

NPS is crucial to understanding the health of your business when you ask customers "the most important question of all."<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>NPS . . . No, it's not some acronym for an entrepreneurial disease. Instead, it means "net promoter score." And it's …

CIOs need to focus on customer experience now

The impact of digital transformation is far reaching and will impact almost every company in every industry vertical. Digital initiatives will also …

Why Retention Stats Often Give You Zero Insight Into the Customer Experience

Not long ago, I was sitting in a meeting discussing the profit-and-loss (P&L) statement for one of our new product lines. The P&L manager was running …

Customer Journey Maps Work Great ... Up to a Point

Digital transformation is quickly becoming the “Band-Aid” of modern times: It's a term so overused that its meaning is no longer clear. Worse, …

Forget practice — Edison, Zuckerberg, and Bezos all show the secret to success is experimentation

Deliberate experimentation is more important than deliberate practice in a rapidly changing world.<p>Most people think that Edison invented the first light bulb.<p>They're wrong.<p>In fact, Edison was spectacularly late to the game.<p>In 1878, when the 36-year-old inventor decided to focus on building a light …

Creating a Chatbot: A UX Designer’s Firsthand Experience

November 7, 2017Since Facebook introduced chatbots to its messaging platform, there’s been widespread enthusiasm for bots that schedule flights, book …

The uncomfortable secret to creative success is “disequilibrium”

It’s a Wednesday morning in the IDEO San Francisco studio. Bright sunshine reflects off the Bay and through the floor-to-ceiling windows. But in the project space, the mood is darker.<p>The team is on week five of their project. They’ve been conducting tons of human-centered interviews and broad …

UX Mapping Methods Compared: A Cheat Sheet

<b>Summary:</b> Empathy maps, customer journey maps, experience maps, and service blueprints depict different processes and have different goals, yet they …

Advice on how to predict the future, from a professor whose job is to predict the future

For a futurist, Richard Watson has funny ideas about time. The British writer and lecturer teaches students, governments, and businesses “disruptive futurology,” or how to think about tomorrow, while rifling through month-old Sunday papers—in print!—skimming dated headlines.<p>When I met him, Watson …

6 Strategies Inspired by a Nobel Prize Winner That Will Help You Design Better Solutions

How the principles of behavioral economics can help you counter emotional biases that impact behavior.<p>Richard Thaler won the 2017 Nobel Economics Prize for integrating psychology with economics. He has played a crucial role in the development of behavioral economics over the past 40 years, which …

9 Ideas Shaping The Future Of Design, According To Ideo, Microsoft, Autodesk, MIT, And More

“Our profession is in between ‘utopia and oblivion.’ It will be oblivion if we continue focusing on minor aesthetic problems.”<p>The world is changing faster than ever–socially, technologically, environmentally, politically, and economically. In the midst of these shifts, designers have the crucial …

The Design Value Index Shows What “Design Thinking” Is Worth

IBM CEO Thomas Watson Jr. famously declared “good design is good business.” Jeneanne Rae has the numbers to prove it.<p>In 2013, Rae, founder of …

S&P 500

10 findings from psychology that every user researcher should know

There are many findings in psychology that are of general interest to user researchers. But here are 10 that have particularly influenced the way I …

Embrace Design Thinking to Create More Relevant Marketing

For strategic advantage and breakthrough innovation, build diverse teams that take an empathetic view of the customer experience.<p>Opinions expressed by <i>Entrepreneur</i> contributors are their own.<p>Apple’s iPad, Nike’s Flyknit sneakers, Hint Water. Creative design delivered the breakthrough success of all …

Where Do Ideas Come From? David Lynch, Robert Krulwich, Susan Orlean, Chuck Close & Others Reveal Their Creative Sources

Ask any creator subject to frequent interviews which questions they dread, and one in particular will come up more than any other: "Where do you get …

Los Angeles

At Facebook and Google, Highly Successful Teams Use This 3-Word Question to Spark Creativity (With Incredible Results)

This short phrase has immense power, and can help your team block out doubt and find creative solutions.<p>Imagine you're a leader, and you want your team to accomplish ambitious goals. (Maybe you don't have to imagine.) There are three basic questions you can ask at the outset.<p>All three questions …

Empathy fuelled Customer-Centricity

All the needs and wants are important to make user empowered and make them feel good. If you want to nail user experience, as a designer you need to …

How You Define the Problem Determines Whether You Solve It

Typical stories of creativity and invention focus on finding novel ways to solve problems. James Dyson found a way to adapt the industrial cyclone to eliminate the bag in a vacuum cleaner. Pablo Picasso and Georges Braque developed cubism as a technique for including several views of a scene in the …

Framing

How Lego clicked: the brand that reinvented itself | Johnny Davis

The revival of Lego has been hailed as the greatest turnaround in corporate history, ousting Ferrari as the world’s most powerful brand. Johnny Davis reports<p>From its founding in 1932 until 1998, Lego had never posted a loss. By 2003 it was in big trouble. Sales were down 30% year-on-year and it was …

Lego

This site expertly pairs fonts using machine learning

As any typography nerd will tell you, pairing fonts on a design project isn’t as simple as you might think. Depending on your objective (to create balance or to tension, or to showcase a particular piece of content, for example), there are various approaches you can take. But what if you’re a …

Machine Learning