A little while ago I wrote this, which turned out to be more controversial than I intended. increasingly of the view that domain expertise is a hinderance not an advantage when you’re doing service design & user research. — Leisa Reichelt (@leisa) February 13, 2015 I wrote it after having several encounters, in close succession,… Continue reading When experience matters (and when it doesn’t)
Lately I find myself on a mission for mass simplification. Possibly over simplification, but I’m not sure it matters. It’s one of the things I care most about at the moment – how can we simplify what we are asking people to do so that there is nothing else they can do but start doing… Continue reading Death to ‘it depends’
If you’re trying to implement strategy I reckon you need to spend a good 30% of your effort on communications. Probably more. You need to think more like someone who is trying to sell expensive trainers and less time making power points, spreadsheets and gantt charts, or doing whatever the thing is you’re officially paid to… Continue reading Strategy is being on message.
Words are pegs to hang ideas on – Henry Ward Beecher It is not unusual for me to be involved in a debate about words. Words I am frequently pedantic about include user research, user testing, user experience and user centred design. I think that the words we use matter. They do more than just define what… Continue reading Why words matter (more on the relationship between culture and strategy)