I’m told that one of the greatest skills I have is the ability to translate my day-to-day interactions into lessons on how to become a more customer-focused organisation. Useful? Absolutely!
Hundreds of times each day I find myself observing ordinary interactions from the outside – seeing different perspectives on the situation. By doing this, I’ve learned that it’s often the little things that make the difference to our experiences – a well-placed sign, a pause to listen, a quick check of quality or a little empathy. Simple things, but a critical part of a customer-focused strategy.
These observations of ordinary life provide great insights, and help me work with clients to design great organisations and experiences.
These observations are my 3rdViews. What are yours?
Focusing on Humanity
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Design learnings from a visit to Japan
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A (retroactive) history of Service Design styles
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3 places for ‘Design’ in Schools
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