Ideas and Analysis

  • Customer Experience with Gerry McGovern

    Shop Talk Show
    Gerry McGovern is our guest this week to talk about listening to your customers, what big companies do right and wrong, how to avoid living in the past, and consulting Chris on how a new feature for CodePen could be developed.

  • Gerry McGovern and Customer-Centric Experiences

    Customer experience expert Gerry McGovern speaks with Kristina about how organizations need to shift focus away from production-based, internally-focused thinking and toward putting their customers’ needs and top tasks first.

  • Seven Principles of Effective Digital Navigation

    Design for forward momentum. Designing digital navigation is not that different from designing navigation for a road. You always want to be able to help people maintain their momentum and get to their destination as quickly as possible.

  • Customer-Centric Experiences

    Customer experience expert Gerry McGovern speaks with Kristina Halvorson about how organizations need to shift focus away from production-based, internally-focused thinking and toward putting their customers’ needs and top tasks first.

  • Intranet in a Box

    Intranet in a Box
    Brace yourself for this message: You are not unique. Your intranet could, even should, share its basic framework with other organizations.
    Yes there are different organizational cultures, different traditions and customs. And certainly, a local government intranet serves different needs than the intranet of a global tech company.

  • Strategy and Online

    Strategy and Online
    We’re all online. And we’re spending more and more of our time there. Online is everywhere and is impacting practically everything we do; from how we interact with friends, to how we buy things, to how we deal with our health and taxes.

  • Marketing to the 90%

    Marketing to the 90%
    There is money to be made in fooling people because we are all foolish at least some of the time. Examples abound. “Free” still works and smiling faces have a powerful pull (at least offline). In the 2013 German election campaign for Angela Merkel, for example, there were lots of pictures of smiling, happy average Germans. She won easily.

  • Web Self-Service Management Principles and Business Case

    Web Self-Service Management Principles and Business Case
    “Oh, we have a self-service section on our website,” some say. No you don’t. Your entire website is self-service. Your apps are self-service. Most of your digital ecosystem is self-service. “But isn’t self-service just about doing a transaction?” No. If someone is looking up a policy on the intranet, that’s self-service. If someone is trying to figure how to install a product on your website, that’s self-service.