Doing matters

The same applies to business ideas and inventions. If we don’t get off our backsides and do something, our brilliant idea is moot.

Just say “fast”

Another sign that had too many words. So I fixed it (virtually!) The main copy can be further simplified to: Hold small children. Face forward. Stand away from sides….

Behaviour change and anxiety

Change is hard. Anxiety is inevitable involved. I drew this graph to show the anxiety level I feel whenever I change out of an old habit into a new one….

Credit card customer experience consistency

Many of our customer experiences are amalgamations of services provided by different suppliers. Take for example, the use of a credit card when travelling abroad, like the 28…

Ice cube tray: squee or sigh?

I spotted this ice cube tray in the National Gallery (Oslo) shop. The included polar bear accessory immediately called to mind this: The ice cube tray is very cute….

Selling game alphas is the ultimate lean

Game companies selling alpha-release (essentially unfinished, work-in-progress) games has to represent the ultimate in lean. More game companies seem to do this. Instead of taking the more conventional,…

Diamond cutting: concentrate distil curate

When a raw diamond is turned into a gemstone, more than 60 to 70 percent of the material is lost in the the cutting process (a 30-40% yield)….

Why nice people do dreadful things

Our actions are founded on our beliefs. In day to day living we have learnt inhibitions that stop us from reacting blindly to stimuli. Our conscious mind and…

Idea banks and the need for curation

This is Bjercke og Eliassen’s idea bank in the National Museum of Architecture in Oslo. Bjercke og Eliassen are Norwegian architects who build many of Oslo’s landmark buildings…

Context-sensitive ads

I spotted these great ads inside an airbridge in Amsterdam’s Schiphol Airport. This ING “Everything You Need in Just One Photo” campaign struck me as a great example…

Interact to empower

Some process and contexts are inherently more prone to eliciting shame. Applying for a bank loan. (Read my previous post about this) Applying to receive social security assistance….

Interact to shame

If you are a High Street bank, the experience your customers have with your front line staff may be the only opportunity to personally differentiate yourself. Reading Brené…

Visualising De Waag

I recently had the great privilege of visiting De Waag Society in Amsterdam. I think of De Waag as a modern day art and technology guild (like the…

Missing from Amsterdam

For city with streets that are almost as densely packed as Singapore and Sydney, I did not see a single act of public aggression in all of my…

Amsterdam Museum timeline works

The main exhibition at the Amsterdam museum uses a timeline very effectively to lead visitors through the narrative. The timeline ran through all the rooms dedicated to the…

Thoughts on a Matisse sketch

This is Henri Matisse’ sketch Birdcage on the Terrace 1945. It is good to see even a great artist had “lazy” moments! We see completed works of great…

Graffiti citizen engagement

This Mashable post This graffiti artist’s ‘experiment’ with the authorities escalated hilariously is interesting from a citizen engagement point of view. (Images above sourced from the Mashable post.)…

Tools and operating frameworks

Tools We have long built tools as a species. In recent times these tools have been information-based: mobile apps, software, computing hardware, the Internet. We currently have acces…

Cross-ed FTW

I had the privilege to attend the final presentation of MediaLAB Amsterdam students recently. The message from students and staff is clear: there is immense value in cross-disciplinary…

Beliefs, assumption and acceptance

Why is it so hard for us to see beyond our own prejudices, to remain centred in our own humanity when confronted with people outside of our comfort…

Curating methodologies

I love models and methodologies. They codify real experience and hard-earned learning, and make them accessible to others. One challenge with models and methodologies is the sheer quantity…

Getting customer experience right first time

One interesting phenomenon of travelling on my own is that I can spend significant periods of time not talking to anyone. Most tickets are bought from machines or…

Let me tell you how it should be

Recently in Amsterdam, I saw a young American woman telling a Starbucks staff that there was a lot more choice back home and she was not happy she couldn’t get…

Lesson from Van Gogh 3

I found myself profoundly moved by Van Gogh’s story while visiting the Van Gogh Museum in Amsterdam. In his isolation, Van Gogh wrote to his brother Theo. From…

 

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