Video · innovation ·
Where are your customers experiencing friction?
Use a customer journey map informed by observation and customer research to identify friction and prioritize the moments that matter.
Articles
Innovation
Finding and delivering new value: strategy, experimentation, and the discipline of turning good ideas into real value.
Innovation
Kedron Rhodes
Video · innovation ·
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.
Video · innovation ·
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.
Article · innovation ·
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.
Video · innovation ·
3 Ways to Get More Out of Qualitative Research
Qualitative research can provide useful insights and present challenges. I share three ways to get more value from it.
Video · innovation ·
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.
Video · innovation ·
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.
Video · innovation ·
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.
Article · innovation ·
Wizards of the Digital Age
West Michigan tech leaders change the world with the Internet of Things - Interview with Rapid Growth
Article · innovation ·
3 Critical Factors to Decision Making
Experience, intuition, and insight all belong in design decisions. Relying on any one alone can put innovation at risk.
Article · innovation ·
Integrating Strategy Into the Customer Experience
My CX Matrix connects seven stages of the customer journey with business objectives, strategy, technology, and customer goals.
Article · innovation ·
Design Innovation for Old and New Alike
Customer-centered design innovation can improve existing systems as well as new offerings by reconnecting business value with customer needs.
Article · innovation ·
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.