Be consistent in your experience, but stay true to your brand


Blog article

A US Verizon user got 53 hardcopy mails from Verizon, thanking him for choosing eco-friendly, paperless e-billing (!). Not only is this super, super ironic, it’s also very inconsistent from a customer journey-design perspective. Let’s talk a bit about consistency in designing experiences. McKinsey had a very good article back in 2014, about the notion […]

November 28, 2017

Emoticons: Which one is the American and which the Japanese?


Blog article

I’ve written in one of my earlier articles on smart cities, that technology should always be used as an enabling, facilitating asset to realize a desired customer journey or experience. As new exponential technologies arise yearly (just take a look at the Gartner hypecycle), it becomes increasingly important to decide which technologies to use, and […]

November 19, 2017