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Mental models — customer education, expectation, & experience

Experiences are created when the ‘mental model’ of your customers (how they believe something works and the ‘system model’ of your product or service[...] Brand and Design Consultancy and research

Assessing customer experience is simple

We do a lot of consultancy on customer experience across a range of interaction points, which is a bit of a bullshit bingo way of saying that we do a lot of[...] Brand and Design Consultancy and research UI/UX

Disagreeing with a billionaire visionary genius

I heart Elon Musk. I really do. His focus, the things he has done, his approach, the things he says, most of them anyway. Brand and Design

Quality of information = quality of experience

Experiences are judged by people in how well it met, failed or exceeded their expectations. An expectation is a vision of the future, and that vision is based[...] Brand and Design Consultancy and research

Overcoming the change paradox

There is a central paradox that humanity seems to be stuck in, that most people are terrified of change and yet at the same time made miserable by the thought[...] Brand and Design Consultancy and research

Bad news: You may never get the praise your great experiences deserve

Human beings are story tellers. Conditioned to identify and share stories that prevent risk to our communities. Brand and Design Consultancy and research

Hey user guides, where have you been?

I remember the disappearance of user guides. It was like one of those alt-reality sci-fi stories. Brand and Design

What are customer touchpoints?

A customer touchpoint is created every time your customer or audience interacts with your brand or service. Brand and Design Consultancy and research UI/UX

The benefits of clear brand architecture

Before introducing a new product or service offering, entering a new market or targeting a new segment of existing customers, it’s worth considering[...] Brand and Design UI/UX

Brand naming process

A great name can play an important role for a brand. Brand and Design Consultancy and research

Getting internal comms right: do what you do externally, internally

In some ways this is a pretty simple theory; the answer to how you create great internal comms is to follow the process you use to create great external comms. Brand and Design UI/UX

Internal comms: beyond information to understanding

Have you given your employees permission to be great? Have you given your team what they need to make your vision a reality? Brand and Design UI/UX

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