Mental Models

Mental models are psychological representations of real, hypothetical, or imaginary situations. They were first postulated in the late 1800’s by the American philosopher Charles Sanders Peirce but it was the Scottish psychologist, Kenneth Craik, in 1943, who describes mental models as the mind constructs “small-scale models” of reality that it uses to anticipate events, to … Read more

Capture the Hearts to Change the Minds and Win Your Customers

Humans are irrational. We think we make rational decisions but science tells us we are incapable of making rational decisions. We cannot make a decision without emotions. It is the emotional part of our brain that informs our rational part to make a decision. And if the feeling is strong enough, we will justify our decisions to … Read more

Are Your Customers Analog or Digital?

My wife called from the garden to my daughter asking for the time. My daughter replied three fifty (3:50). I immediately thought “why didn’t she say ten to four?” Then I realized that she rarely looks at an analog clock – she probably doesn’t even know what “ten to four” means. Or how about “half … Read more

How to Get from Information to Meaning: From Data to Journey Maps

From the article,”To Understand Consumer Data, Think Like an Anthropologist” in From Data to Action: a Harvard Business Review Insight Center Report, Susan Fournier and Bob Rietveld share: “Corporate social-listening efforts are typically driven by econometricians, computer scientists, and IT technicians—the people who are experts in database management. They understand digital information, but they don’t always … Read more

Human-Centered Design, Design Thinking and Design Making

Human-Centered Design (HCD), as the name implies, is designing solutions around people. HCD involves the human perspective in all steps of the problem-solving process by observing the problems within context, brainstorming, conceptualizing, developing, and implementing a solution.  It is the process that innovators like Apple and IDEO follow. In this process, you first need to clearly define the problem then … Read more

Death of the Password with Better Authentication Design

I recently attended Jared Spool’s presentation “Insecure & Unintuitive: How We Need to Fix the UX of Security.” If you haven’t heard Jared speak then I recommend that you do. Jared is both highly entertaining and highly informative. In this presentation, Jared shared how organizations are losing millions of dollars because people don’t remember their … Read more

Fogg’s Seven Strategies to Influence Behavior in Experience Design

According to Dr. BJ Fogg, founder of the Persuasive Tech Lab at Stanford University and the Fogg Behavioral Model, persuasive technology uses seven strategies to influence behavior: Reduction – Simplify the task the user is trying to do. Tunneling – A step-by-step sequence of activities that guides 
the user through the behavior. Tailoring – Provide feedback … Read more

Experience Design, Machine Learning and the Platinum Rule

The Golden Rule or law of reciprocity is the principle of treating others as one would wish to be treated. It is a maxim of altruism seen in many religions and cultures. Simply stated, “One should treat others as one would like others to treat oneself.” As a child, I learned it as “Do onto others as you would want them to do … Read more

Like Optimism, Happiness is a Good Thing, too

As I have discuss the virtue of optimism, Rebecca Temsen, a blogger at Self Development Secrets, reached out to me and shared this post on happiness. Happiness is key to a creative and healthy life. Studies have shown that a more positive outlook results in better general health and fewer illnesses and that optimism cuts the … Read more