Who leads Customer Experience? I’m seeing dramatic growth in companies who are committing to dedicated customer experience (CX) roles – specifically in leadership. There’s a parallel shift towards design leadership and in general executives who embrace “experience” as a core value. These new leaders are often walking into traditional and often outdated organizational structures which… Read more

The project had all the ingredients for a successful Experience Design recipe: the right product; the right mission and values; and the right team. The Organizational Mission: To assist patients in achieving the highest quality of life possible while remaining at the lowest practical level of care. Dig into the details to learn How Building… Read more

One of my greatest passions is working with leaders and teams as they prepare for and enact change initiatives around CX. I wrote an article for UX Magazine entitled “Implementing Customer Experience as an Organizational Value“. I’d love to hear about your experiences when bringing this change to your organization. What worked? What didn’t? What… Read more

World Usability Day is an annual event that is meant to share and promote the thinking, the processes, and the outcomes that result from usability and user-centered design. The theme for 2013 was Healthcare. I was fortunate to work with the Colorado chapter of HIMSS on this year’s event. We had a great lineup of… Read more

For what seems like forever marketing firms have convinced businesses to believe that surveying customers about their opinions is a good way to learn about what people need. Not true. If we want to know what people need, we should look at and understand their behavior. User experience research is about going beyond collecting opinions…. Read more