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Sirens and lighthouses

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Sirens and lighthouses

I’m often asked to advise organizations and individuals who are seeking to improve the customer's experience of using their products and services. One of the most common questions is “Where do I start to make improvements to the customer experience?”.

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Details make the design.

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Neat little warning sign spotted at Science World, Vancouver.  

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When you see little details like this, you know that they know the whole experience matters. 

Details are not the details. They make the design - Charles Eames

4 ways financial services win with customer experience

4 ways financial services win with customer experience

What we expect from our financial service providers today is pushing them to the forefront of customer experience design and delivery, and as designers and customer experience professionals there's a lot we can learn from the businesses that are forced to push the boundaries.

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