Posts in category: Engagement

Why hotdesking is broken

Why hotdesking is broken

Our sense of belonging to a group, an organisation, a tribe, etc is rooted in location/space as well as in social/psychological factors. Whether consciously or otherwise, we have a sense of belonging to the organisation employing us. Our cubicle/desk/office is our...
Continuum of customer service care factor

Continuum of customer service care factor

Disinterest: I don’t care about what you need. I’ll help you if I want to and when I am ready. Customers are an annoyance. Self Interest: How much money can I make off you? Customers exist to enable my success. They should be so lucky to have me serve them. Balance:...
Context (in an alt fact universe) is king

Context (in an alt fact universe) is king

Content is king – back when we could trust the content. In alternate facts universe, content is malleable. It can be spun and massaged to suit any agenda. If we want to read content correctly, we need to know the context. We can leverage empathy to understand...
Details details details

Details details details

This is one of the monitors in a local McDonald’s. Do you notice anything odd about the display? It has been like this since I first came here over 5 years ago. The vertical white line pans left and right endlessly. Order numbers appear behind the words...
Why ego-driven businesses fail

Why ego-driven businesses fail

When the owner’s ego is the primary driver for a business, it can fail because the ego’s need for attention gets in the way. The dominance of the ego can be quite apparent when we start looking out for it. It is often stated upfront in the business/marketing plans,...
It just works

It just works

On a whim I connected my Thinkpad USB Traveller keyboard to my Samsung Galaxy Note 3 again recently. I haven’t done this since I bought the USB OTG cable over a year ago, Guess what? It still just worked! The phone detected both the trackpoint and the touchpad...
Stop nagging already

Stop nagging already

Nagging has probably existed since humans developed speech. It is unpleasant and never productive. Being essentially a one-sided activity, it does nothing for relationship building. In some cases it can be actively counter-productive. SO why is Microsoft doing it?...
What does your brand sound like?

What does your brand sound like?

I spotted this question on LinkedIn recently. I want my brand to be quiet. Because I want it to be about listening to what my clients have to say. I want it to be a quiet contemplative creative space they can grow new possibilities in. Much of branding can be pushy...

Empathy in customer service

Expressing genuine concern and empathy for the customer’s predicament helps. It does not take much to say “That sounds really unpleasant. I’m sorry you had to experience that.” When we express empathy, most people’s gut reaction (at least...
Credit card customer experience consistency

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 Degrees Mastercard I use. In Ireland, the card did not work at all retailers (even when all...
Selling game alphas is the ultimate lean

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, longer process of building the complete product,  testing,...
Interact to empower

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. We can and should design the user experience to minimise triggering shame in our...
Interact to shame

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 Brown’s research into shame reminded me of a user experience with a bank branch a few...
Graffiti citizen engagement

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.) The artist spontaneously started engaging with...
Tools and operating frameworks

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 to a plethora of tools complex and simple to help us with every imaginable task...
Getting customer experience right first time

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 online; machines with multilingual options, and generally very usable user interfaces.  Supermarkets have...
Movie soundtrack censorship fail

Movie soundtrack censorship fail

[Warning: this post contains uncensored naughty words.] I really don’t get why some cultures still censor “bad” words from movies. It can’t be about the children surely – because inevitably the movies these words are meticulously removed from are ones that show...

Feeling and Being in UI/UX design

“The fundamental human desire for a feeling of safety and security – even though this feeling may be only indirectly related, at best, to being more safe or secure.” From The Antidote: Happiness for People Who Can’t Stand Positive Thinking by Oliver Burkeman....

Maintaining the experience

When the product you sell is an experience, you’d better make sure to maintain that experience. A level of collusion is required from your customers to keep the appropriate illusions alive. It can be a challenging balancing act. On a cruise ship for example, we...
Perceptive relativity

Perceptive relativity

(Image: Wikimedia Commons) I was sitting at the lights recently watching a plane coming in to land overhead. There was clearly a steady crosswind as I could see the plane drifting an astonishingly long distance sideways. From inside the cabin, this sideways motion is...
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