It is crucial to ensure that your products and services meets the needs and capabilities of your customers, particularly in terms of the experience you deliver meets your brand promise.

Today’s rapidly changing markets requires a more lean and agile approach towards understanding your target audience earlier and reviewing your…


Human-Centered Design (HCD), as the name implies, is designing solutions around people. HCD involves the human perspective in all steps of the problem-solving process by observing the problems within context, brainstorming, conceptualizing, developing, and implementing a solution. It is the process that innovators like Apple and IDEO follow.

In this…


You could be measuring a ride experience at Disneyland, the driving experience of a Tesla, a medical device in the operating room — or your website’s experience… You may think that you want to measure satisfaction or delight, learnability, effort or event time on task. …


The term “Lean” was first coined by John Krafcik in his 1988 article, “Triumph of the Lean Production System” based on his experience as a quality engineer in the Toyota-GM NUMMI joint venture in California. …

Sean Van Tyne

Author of Easy To Use 2.0 and The Customer Experience Revolution

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