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Innovation and design: The coolness (and unusability) of our rich friends’...

Philippe Starck’s juicer. Steve Jobs’s iPhone. Marcel Breuer’s chair. Among the design community, these products are practically synonymous with good design. When we see them, the words “elegant,”...

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Ethics and design: Doing the right thing

Why should anyone spend time on good design? Why not just spend it on “good enough” design or impressive functionality? “Good enough” might make sense given the often-discussed limits on human...

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Celebrating American Presidents’ love for technology

My family spent a fantastic day at Monticello last summer, strolling the maze of rooms and verdant gardens that President Jefferson took pains to build over the course of his later years. But, what was...

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Brief encounters with bad customer service

The following is a recounting of an all-too-true customer service experience that I had last year. What began as a scene out of a Norman Rockwell painting ended more like something Hieronymus Bosch...

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Small data drives big customer experience impact

The phrase ‘Big Data’ entered the public dialogue about four years ago according to Google Trends (which, interestingly enough, is a form of Big Data). Perhaps inspired by a decade and a half of books...

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Stress, design, and the mother of necessity: Why a Band-Aid approach won’t...

You’re under a tight deadline. “Shake It Off” is stuck in your head and driving you nuts. You’re caught in a traffic jam. Psychologists often write about ‘microstressors’ like these that occur in daily...

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Self-service blows out the birthday candles

As of 2016, self-service is 100 years old. Well, self-service is that old if you mark its origin as the moment in 1916 when Piggly Wiggly opened its doors for business. According to this article by Don...

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Three simple tips to reduce customer effort

We have all been through that frustrating moment: a website or IVR asks you for a password and you have no clue what it is. You type or say a likely string of letters, numbers, and special characters,...

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