A customer-centric business is a great idea. So long as your business is geared up to provide the superb service that today's customers tend to expect.
You need to design a fabulous user experience, but you need the nitty gritty of systems and processes to make it work. You'll find articles about both of these here.
And if you're struggling to tell swim lane diagrams from customer journey maps, maybe I can help? Just get in touch.
How FitStar ruined my morning workout - and the product management lessons I learned from the experience.
It’s pretty easy to email out targeted marketing offers for a quick boost in sales. But this won’t work for all product types. What can you try instead?
Moving data by hand between all your business apps is tedious and prone to error. Here are some easy-to-use alternatives.
Asking politely for personal data is hard when people don't agree on the right language. How do you balance doing the right thing with designing a usable thing?
Your customers have interesting names, so make sure your website can cope with interesting characters.
User experience design techniques are like a superpower. Will you use them for good, or turn to the dark side of trickery and manipulation?
Your visual branding is often the first thing people notice about your business. Keep your look consistent with simple brand guidelines.
User stories can be great for understanding the user's point of view, so long as we avoid dressing up our own goals as user needs.
Every business needs a website. Here's how you can build one for yourself, quickly and cheaply.
Any task that needs to be done repeatably and well offers endless opportunities for screwing things up. Save yourself time and trouble with checklists.
For small businesses, good marketing starts with understanding your customers.
Journey maps are a great tool for improving the service you offer, by looking at your business through your customers' eyes.
Customer surveys are a fantastic tool for market research. Here's how to design a good one.
Every client I’ve worked with this year wants to know: how can I find out what my customer needs? Here are some easy ways to get started.
The first step in tackling any business problem is often to brainstorm lots of ideas as fast as you can, before grouping, ordering and evaluating those ideas. Sticky notes are the perfect tool for the job. But what if you don’t have a handy wall to stick them on? Here are my favourite alternatives.
In the best of all possible worlds, your site will never go down. But this isn't that world.
User journeys don’t have to be works of art. I keep things simple with this Omnigraffle stencil.