3 Lessons From A Poor Customer Experience

I recently had a terrible customer experience at a car dealership, and here are 3 lessons from that experience that we should all keep in mind.

innovation • Video

How Disney Dashed My Dreams

My childhood dream was to become a Disney animator. My experience at The Magic of Disney Animation changed that. Here are 3 lessons from an unfortunate guest experience.

innovation • Artilce

Get Your Free Course on Unlocking Innovation

Fear causes people to do crazy things. It pushed me to make a free course, teaching leaders my approach to innovation.

innovation • Video

3 Ways to Get More Out of Qualitative Research

Qualitative research is a powerful ways to collect insights. It can also presents some challenges. Here are 3 things you can do to get more value out of this kind of research.

innovation • Video

4 Powerful Tips for Impactful User Research

User research is valuable time spent, and here are 4 things to consider that will help you get the most out of user interviews.

innovation • Video

A new way to think about innovation

It is easy to put blinders on when we label something innovative. That can be dangerous. This is my approach to zooming out and considering the implications of pursuing innovation.

innovation • Video

Is design thinking killing innovation?

Design Thinking promises new and creative ideas, but does it deliver on that promise? I'll share my experience with design thinking, and things you can do to increase your creative output.

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innovation • Artilce

Wizards of the Digital Age

West Michigan tech leaders change the world with the Internet of Things - Interview with Rapid Growth

innovation • Artilce

3 Critical Factors to Decision Making

Deciding what to do next depends on these 3 factors. Ignoring one or more could be dangerous.

innovation • Artilce

Integrating Strategy Into the Customer Experience

Strategy and customer experience are two aspects of the same conversation, but they rarely overlap. This framework aims to bring the two together.

innovation • Artilce

Design Innovation for Old and New Alike

Technology and business often have a parallel growth rate, which may accelerate the drift between the business value and customer expectation.

innovation • Artilce

MVP vs MVE

Building the right experience is more powerful and a stronger indicator of future success than simply building a product that gets the job done.

innovation • Artilce

It's Time to Deepen Our Empathy

Building empathy with users is a critical step in the design process. Too often we focus on only 3 aspects of the human experience, missing out on a fourth.