Personas… am I right? But what if it wasn’t just a static tool that loses value along the way. What if we could ‘activate’ the trite old Busy Betty or Stressed Steve and have them come along for the ride? The value of a persona is that it can help…

A previous post talked about the need for a human-centered AI interaction framework to guide AI-powered service and experience design. …

The fusion of computing power and generative intelligence into products, services, and experiences will redefine the customer experience. It will empower customers to create their own unified, personalized, and proactive modes of engagement . How do design organizations evolve to support the AI-empowered customer? Given the explosion of GenAI over…

I’ve been swimming in Bowie for the last week. So many great songs, but one that stands out to me now is Thursday’s Child. A beautiful melody and a lyric that seems to speak to Bowie’s journey of growth through character, from an eternal outsider: “Something about me stood apart …

or, The Art of Buying Something. I’d like a chocolate cake, please! Sure, just need a few details. Shoot! What size cake do you want? Hmm, hard to tell. How big do you think it should be? Well that depends… how many people are you serving? Between 0 and 17. …