Customer Experience Design: Interview with Markus Giesler

Customer Experience Design: Interview with Markus Giesler

Is “Design Thinking” still a thing? What comes after design thinking? I’d say something I call big design. Design thinking typically involves a creative and systematic approach to problem solving by placing the customer at the center of the experience. Most managers I talk with are frustrated. They don’t get the best results with this approach because they spend too little attention to the forces that actually shape the customer experience, which is culture. In order to succeed, managers also need to understand culture – taking the perspective of the people and institutions that shape a market or customer experience. That’s the ‘“big” in big design.

What Brands Can Learn from Gen Snapchat

What Brands Can Learn from Gen Snapchat

Stories aren't what they used to be.

Netflix's Transformation: Big Data vs. Big Design

Netflix's Transformation: Big Data vs. Big Design

From streaming service to original content provider.