Tag: insights

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’….

‘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…

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…

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…

Why Mexicans could cause accidents in Holland: the importance of icon interpretation

I live in Mexico, but I’m born and raised in the Netherlands. Because of that, I’m…

Millennials are killing everything! And we’re sorry for it.

“Millennials are killing everything. Look at all these newspaper headlines. We can’t do anything right!…

Start a corporate design studio with T-shaped people

I’ve been involved in the start of several new design studios in the corporate environment, Deloitte…

Teens & Digital: Will we be living in the Matrix sooner than expected?

What do you value more? A nice chat with a friend over a cup of coffee…

Artists express emotions, designers answer to emotions

Designers are not artists and vice versa. Some people still think of designers as ‘people who…

Three factors that help you create an engaging experience

If you want to create a long-lasting experience that people like using (and will continue to),…