Articles
To get quality metrics, Toyota realized you had to focus more on outcomes, on the experience the customer is having.
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Quality digital is more maintenance than creation. Yet digital has huge engines of creation and often nonexistent maintenance.
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Just like a car needs to be able to accelerate and quickly reach a certain speed, so too a hallmark of a good web experience is a fast-downloading webpage.
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Why do so many organizations in 2020 create horrible navigation?
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Round 2 WHO COVID-19 Classification study is still open if you’d like to do it.
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In every environment of human endeavor we have surveyed, a small set of things really matter to people, and a large set of stuff doesn’t matter so much.
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It all begins with understanding the task, the reason the person is online, the purpose of their search.
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Top tasks are what people want to achieve on your digital properties. Shortlisting — turning a broad list to a smaller one to vote on — is a big challenge.
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When companies reward the wrong things, they divert attention from what really needs to be done.
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Talented digital people are far too often blind to the customer experience.
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Have you ever heard of "orgitis"? It's a condition that leads orgs to believe the more websites, content or apps they publish, the more value they create.
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Don’t let your expectations, attitudes and opinions get in the way of the evidence.
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Build navigation to get customers to their destination as quickly as possible.
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The essence of the Core Model design process is that you focus primarily on the top tasks of your customers. You make sure they can solve their problem, complete their task. You design inside-out, from the task outwards. Traditionally, most web design focused strongly on the homepage.
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