Power of visual: Rabobanks architecture as scale-model


Blog article

One of the main pillars in design thinking and service design is the notion of ‘making things visual‘. This includes visualizing ideas and concepts to get a deeper, more valuable discussion by means of drawings, icons and diagrams. Additionally, it includes prototyping and creating low-fidelity representations for concepts, helping in testing and validating hypotheses. Rabobank’s real-life […]

May 8, 2018

Nudging: making tax payers actually pay


Blog article

A while ago I was tipped of a podcast by the every brilliant guys of Freakonomics, titled: ‘Fighting poverty with actual evidence’. It’s a great podcast about how people can be psychologically incentivized to change behavior and make more sustainable financial decisions (which is a big problem – globally and more specifically in the US and […]

March 26, 2018

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