Category: Blog article

How Matryoshka dolls help explain Customer Journeys, Blueprints and Use cases

If you’re in the field of marketing, innovation or business, the words ‘customer journeys’, ’employee journeys’,…

Service Design Drinks Mexico – February 2018

I had a blast at the first Service Design drinks Mexico. Here, I talked about omni-channel…

Google’s micro-moments and how to make use of them

Micro-moments. A term first coined by Google, which expresses 4 ‘game changing moments that really matter’….

Test your product before you release it (even when it’s a sticker)

I was traveling yesterday. After landing, my co-traveling friend found his suitcase on the conveyer belt…

Identibot: combining AI and AR to create the future of shopping

This post was written for Deloitte Digital Mexico, as part of an internal hackathon held in…

‘Getting into the flow’: what does that even mean?

Everybody knows that feeling. You seem unstoppable, everything seems to be going naturally and time is…

Blockchain & Porter’s 5 forces: disrupting the financial power balance

Sometimes a picture is really worth a thousand words: This poor guy has to choose one…

3 Reasons why Chatbots and Web Apps are the future

In today’s digital ecosystem, you have a variety of options when launching a new digital solution….

Defining your loyalty strategy by understanding Maslow’s pyramid

Having loyal customers – or even fans – for your organization, is an important achievement: loyal customers…

Be consistent in your experience, but stay true to your brand

A US Verizon user got 53 hardcopy mails from Verizon, thanking him for choosing eco-friendly, paperless…

4 Design Principles to help users make smart financial decisions

Yesterday, ING announced in a blog post that they will take the Think Forward Initiative ‘up a…

Emoticons: Which one is the American and which the Japanese?

I’ve written in one of my earlier articles on smart cities, that technology should always be…

What we can learn from Disney’s artists for our design process

Last week I had the enormous pleasure to be part of a Dave Zaboski masterclass. Dave…

Perception of security in mobile banking – crucial for mass adoption

Over the years, I have done a lot of customer research in the financial industry. For…

Blockchain & UX/UI design: 3 reasons why they need each other more than ever

* In this post I solely refer to blockchain as the core technology of transferring ownership…