ronmar

…s. No one is going to pay for your vacation, no one cares, no one gives a shit and they never will. If you want something, anything, do the work and earn it.

el like they are being supporte…er service team early because that team is on the front lines with customers when something breaks. Airbnb is constantly trying to improve response times, and they give the customer support team the ability to resolve many issues on the spot to make users feel like they are being supported whether they are hosting or renting.

e times, and they give the cust…er service team early because that team is on the front lines with customers when something breaks. Airbnb is constantly trying to improve response times, and they give the customer support team the ability to reso…

…st part is Mining, where the mindset is one of curiosity and exploration. In this phase, we do deep participatory research, suspend the need to solve, avoid trying to impose order, and embrace the chaos of any complex syst…

To clarify, in the case of this approach, ‘disruption’ is used to describe the active intervention into a problem arena by diving deep under its obvious components and mining its foundations to be able to then develop a systemic understanding of what feeds the issue being addressed. Then, by applying techniques such as systems mapping, one can identify intervention points and crea…

Shifting consumer behavior, such as the adoption of mobile devices, eagerness to use new and emerging payment types and social media adoption in particular will trip up many non-profits in the short term.

We must start to address the age of our databases — we have to find ways to engage younger donors across the board. We must find ways to meet those younger donors shifting expectations as well.

“People are like objects; they have a certain inertia that needs to be overcome for them to move” — Kevin Werbach, Dan Hunter

In an ideal case, great products and services appeal to us on a visceral, a behavioural and a reflective level (3 levels of design, Don Norman). While the visceral level deals with the visual appeal, the behavioural level deals with use and usability. Last but not least the reflective level determines whether and how we process and remember and share an experience. This is only one instance when the story element has a love affair with UX.