To win long term you need to invest in the human
Image credit: Arty Semenov
Tag Design
Making design change irresistible
Intended audience: design leaders working on increasing design maturity of their organisation and struggling to gain traction. In this article I’m reflecting on the last decade of building design capability and why we still struggle to “get a seat at…
Why we need agonistic design
Over Christmas I finally put words to it: I’m not frustrated with design as a craft, I’m frustrated with what our industry keeps rewarding. The incessant need to justify our existence. The chronic underfunding. The endless discourse about personas vs.…
ROI of Human Centred AI
Disclaimer: Human-centred AI is a huge field that combines ethics, sutainable development, technology, some pretty advanced computer science, and more. We’ll be talking about the design side of things. AI was used to conduct research for this piece and find…
What A2UI means for designers
Featured image source: Shawn Kassian, Tomb Crypt, Artstation. Disclaimer: You know I’m a D&D nerd. This will be written with a D&D nerd’s perspective. This is done on purpose, because this is how I think about this. Also, this article…
Education personalisation
Note: I’m unable to share original designs for this project due to client confidentiality. Situation A national higher education admissions platform provider’s ambition is to leverage data and AI to help students decide on a course they will study. Legacy…
What is Human Centred AI?
tl;dr: Human centred AI (or HCAI) is a paradigm, similar to human centred design, that contains methods, tools, and principles to ensure AI is designed with humans at its heart, that it’s usable, accessible, safe, and trustworthy. It’s aimed to…
Benchmarking AI usability
I’ve been working on something fun that I want to share with the design community. A ‘quick and dirty’ usability score for AI I’m calling the AI Experience Score (AES)—not to be confused with the Advanced Encryption Standard, the name…
Design? Research? Problem solving.
About 10 years ago I went on IDEO’s human-centred design course. It was free, it was easy to grasp, and it gave us the tools we needed to design great products. It’s still around, you can check it out here.…
On empathy in customer service
We did some research recently. We asked participants to recount a particularly frustrating experience with customer service. Almost every single one said, “I felt like they didn’t listen.” and something in the vein of, “I need to know that they…