Content has a significant role to play when we approach the design of the customer experience holistically. And yet content has long been neglected. It’s time to change that. Content strategy, by designing experiences with content, can have a significant impact on an organization’s bottom line.
authoring a hero's journey: finding meaning through storyJoyce Hostyn
We live, learn, and remember through story. Our brains weave each experience into the overall narrative that shapes who we are. Yet seldom do we step back to examine or consciously shape the overall story of our lives. As designers, many of us have a desire to change the world. And yet, as Leo Tolstoy said, “Everyone thinks of changing the world, but no one thinks of changing himself.” If design is change, if we want to use design to effect change, shouldn’t we first think about changing ourselves by designing our own story? For the stories we tell ourselves can change the way we see the world and, by extension, change the world itself.
Predictable Irrationality If You Build What They Ask For, They Will Not ComeJoyce Hostyn
Traditional approaches to defining and deploying enterprise software fail to account for that fact that people are influenced by their environment, emotions, shortsightedness, and other forms of irrationality. How do we get past the predictable irrationality of people to redefine the problem and create experiences that people will embrace?
What's your story? Designing a holistic customer experienceJoyce Hostyn
An experience always exists and always generates an impression, but seldom by design. Silo'd approaches result in fragmented experiences and dissatisfied customers. No wonder only 8% of customers report their experience with a given company was superior.
How can we craft a cross-silo content strategy designed to deliver a superior, holistic, customer experience across all customer touchpoints and all stages of the customer lifecycle?
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
From a workshop I facilitated at Vizthink 2009 on why stories are more effective than fact based methods at communicating complex ideas and inspiring people to want to change.
Despite the fact that some governments are taking behavioral science and its challenges to the model of the rational individual very seriously, most enterprises still haven’t changed the way they deploy technology. No wonder 85% of ECM implementations fail to live up to expectations. Can the insights shared by Kahneman and others shed some insight onto this dilemma? Can we increase success by rethinking our approach to enterprise software deployments based on an improved understanding of how people perceive their environment, are swayed by others, and choose to act?
authoring a hero's journey: finding meaning through storyJoyce Hostyn
We live, learn, and remember through story. Our brains weave each experience into the overall narrative that shapes who we are. Yet seldom do we step back to examine or consciously shape the overall story of our lives. As designers, many of us have a desire to change the world. And yet, as Leo Tolstoy said, “Everyone thinks of changing the world, but no one thinks of changing himself.” If design is change, if we want to use design to effect change, shouldn’t we first think about changing ourselves by designing our own story? For the stories we tell ourselves can change the way we see the world and, by extension, change the world itself.
Predictable Irrationality If You Build What They Ask For, They Will Not ComeJoyce Hostyn
Traditional approaches to defining and deploying enterprise software fail to account for that fact that people are influenced by their environment, emotions, shortsightedness, and other forms of irrationality. How do we get past the predictable irrationality of people to redefine the problem and create experiences that people will embrace?
What's your story? Designing a holistic customer experienceJoyce Hostyn
An experience always exists and always generates an impression, but seldom by design. Silo'd approaches result in fragmented experiences and dissatisfied customers. No wonder only 8% of customers report their experience with a given company was superior.
How can we craft a cross-silo content strategy designed to deliver a superior, holistic, customer experience across all customer touchpoints and all stages of the customer lifecycle?
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
From a workshop I facilitated at Vizthink 2009 on why stories are more effective than fact based methods at communicating complex ideas and inspiring people to want to change.
Despite the fact that some governments are taking behavioral science and its challenges to the model of the rational individual very seriously, most enterprises still haven’t changed the way they deploy technology. No wonder 85% of ECM implementations fail to live up to expectations. Can the insights shared by Kahneman and others shed some insight onto this dilemma? Can we increase success by rethinking our approach to enterprise software deployments based on an improved understanding of how people perceive their environment, are swayed by others, and choose to act?
Employee Communities: Community Centric ChangeJoyce Hostyn
Customer Experience starts with the employee experience, but changing the employee experience can be very difficult. Most change methods are still based on an outdated top-down rational view of organizational change. How can we rewire organizational DNA to create great customer experiences? How can we shift the hearts, minds and behaviors of every employee? These are the questions we're wresting with as we rethink our approach to employee experience. Our new strategy is centered on an employee community of peers that we are promoting through internal content marketing. It might be working. Presented at CXPA Members Insight Exchange.
Can we design organizations for beauty?Joyce Hostyn
The future is ours to imagine, design and create. And if we’re dreaming the future into being, why not dream of a future where business is beautiful. Where business delivers the promise of happiness. Where business is an incredible force for positive change in the world.
Whether you’re working on designing better experiences or you’re an organizational change agent trying to transform your organization, listening is one of the most important skills in your toolkit. To understand what people truly need you need to be a great listener. To build trust and diffuse negative energy you need to be a great listener. To transcend the assumptions and worldviews that constrain your thinking you need to be a great listener. But listening is really hard. Most of us are poor listeners because we’ve never been taught how to listen. To become a powerful listener, treat listening as an active skill to work at.
Design for dreams not needs: who do you want your customers to become?Joyce Hostyn
Who do you want your customer to become? Who do you want your coworkers, your organization, your employees, your children, your community, your country, the world to become? What gifts do you have? What gifts do they (those you are designing for) have? To answer these questions well is to discover your own dream. To answer these questions well is to uncover the dreams of those you are designing for.
Who do I want you to become? Someone who dreams beautiful dreams. Someone who helps others dream beautiful dreams. Someone who designs for dreams.
For it is through beautiful dreams that we will create more beautiful organizations, communities, and the more beautiful world our hearts know is possible.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Growth hacking UX: The journey to creating a kickass user experience.Melissa Ng
Growth hacking: The journey to creating a kickass user experience.
---
Growth Hacking Asia
Feb 25 2015 at Silicon Straits coLAB, Singapore
by Melissa Ng (@thedesignnomad)
Founder of Melewi
www.melewi.net
What is Better, Strongly Sustainable, Business?Antony Upward
A 15 minute video of this talk is available on the Strongly Sustainable Business Model Group's youTube Channel: http://youTube.com/ssBusinessModelTV at http://youtu.be/vfG_RclyaWA.
In these slides Antony Upward, Sustainability Business Architect, introduces sustainability, weak sustainability and strong sustainability and then discussed how this relates to creating better businesses.
As usual, recommended downloading the presentation and viewing in slideshow mode with the speakers notes handy
If you'd like to stay in touch with our work on Strongly Sustainable Business Models then please
- Watch our ~3 minute introduction - http://about.SSBMG.com
- Watch our other videos - http://youTube.com/ssBusinessModelTV
- Like our facebook page - https://www.facebook.com/StronglySustainableBusinessModels
- Join the linkedin group: http://forum.SSBMG.com
- Give us your ideas via our survey (http://survey.SSBMG.com) or just sign-up for email updates (http://signup.SSBMG.com)
- Visit our website: http://www.SSBMG.com
Hacking UX: Product Design Thinking for TechiesMelissa Ng
Published on Nov 23, 2016
Hacking UX: Product Design Thinking for Techies
So you've got a techy business idea? How do you know exactly what is the product you should be building?
Designing product can seem daunting, but it doesn't have to be so. From understanding the basics of business models and user behaviours, this workshop will teach you the basics of how to design a stellar product your users will love.
---
Melewi for DevFest.Asia
at Collision8, Singapore
by Melissa Ng (@thedesignnomad)
Founder of Melewi
www.melewi.net
The Value of User Experience (from Web 2.0 Expo Berlin 2008)Niko Nyman
Companies and brands should think about (user) experience to find new competitive edge for their business. Better experiences create more value for users, which can be in turn transformed into business value for the company.
Social Media for Business - Lab & UKTI for Export WeekLab
On 9 April, director Tom Head ran a webinar for UK Trade & Investment (UKTI), as part of Export Week, entitled Social Media for Business. Part of our support this year for UKTI and UK businesses looking to do business abroad via digital marketing.
This presentation and the webinar covers:
- An overview of different social media channels available
- The best social media tools for your objectives, whether you are B2B or B2C
- Social media best practice guide for customer engagement
- Examples of brands doing social media well and not so well
If there is any aspect of social media or exporting abroad via ecommerce that you would love to talk to Lab about, just get in touch.
How Touchpoint Mapping® can help you increase acquisition, boost retention, and drive brand loyalty by moving more of the right customers closer to your organization.
Strongly sustainable business models v1.2ssAntony Upward
A presentation made to the Canadian Association of Management Consultants Energy & Climate Change Special Interest Group April 23, 2013, Toronto, Canada.
Slideshare appears to mess up some slides; also lots of speakers notes and builds (which aid comprehension) are only available by downloading.
An unedited recording of this presentation is available upon request.
How can market leaders expand total market and defend market share?Sameer Mathur
The slide presents different strategies Market leaders like Microsoft should adopt to either expand or defend their position in the market.
Submitted by: Prakhar Singh
Designing food forests: fruit & nut tree guild handoutJoyce Hostyn
Looking for palettes for groups of species that work together interdependently to inspire your design of guilds (plant communities) for a food forest?
Featured guilds:
- eat your ornamentals
- native bounty
- urban orchard (apple & pear)
- nature's pharmacy
- medieval potager
- asian cooking herbal
- edible fence
- native nuts (black walnut, butternut, shagbark or shellbark hickory, chestnut or oak)
In Permaculture: A Designers Manual Bill Mollison says that "We ourselves are part of a guild of species that lie within and without our bodies. Aboriginal peoples and the Ayurvedic practitioners of ancient India have names for such guilds, or beings made up (as we are) of two or more species forming one organism. Most of nature is composed of groups of species working interdependently."
Guilding is a permaculture technique that learns from and works with the relationships in nature, especially in a forest system.
Unlike monocultures – a field of corn, a traditional apple orchard or a grass lawn – guilds are polycultures of diverse plants, insects and animals that support each other in a mini ecosystem. They’re designed around a primary food producing species (such as an apple tree) along with diverse, multi-functional support species to maximize the health and productivity of the guild. They produce a wide variety of useful products such as food, medicine, fibre, wood and dye.
By considering the whole plant community, – placing plants carefully in relation to each other in a way that facilitates interconnection and support rather than competition (for example, plants with different root systems such as shallow vs tap roots)
- Nitrogen fixing plants, along with species that supply phosphorus, potassium, calcium and other minerals, fertilize food producing plants
- Soil food web recycles plant debris to build healthy, moisture retentive soil
- Insectary plants attract beneficial predatory insects such as ladybugs, lacewings and predatory wasps as well as pollinators such as native bees that increase fruit and vegetable yield
- Strongly aromatic plants such as oregano, garlic, thyme and yarrow confuse pests, preventing them from discovering the plants they like to eat
- Diversity attracts a wide variety of bacteria, fungi, insects and birds to increase system health
- Dense layer of herbaceous and groundcover plants suppress unwanted species and protect the soil
Little Forests as Nature-Based Climate Solutions - Nature CanadaJoyce Hostyn
Little Forests are collaborations between plants, soil, organisms, land, climate, geology, & people. Disturbed land naturally returns to forest in 150 to 200 years. Because of the urgency of climate change, Dr. Akira Miyawaki designed a method that squeezes those 150 years into a 20-30 years.
What might a place where we park our car for an hour become?
What might a path, road, or active transport route become?
What might a parking lot become?
What might an apartment building become?
What might a school become?
What might a median become?
What might a front yard become?
What might our cities become?
Dr. Akira Miyawaki says that "Real forests made up of trees native to the area are three-dimensional, multi-layered communities having 30x the surface area of greenery of single-layered lawns, and have more than 30x the ability to protect against natural disasters and to conserve the environment."
Each of us is a node in a mycelial network of regeneration. Each little forest is a node in a mycelial network of regeneration.
Presented during "Learn How to Implement Nature Based Climate Solutions in your community" hosted by Nature Canada.
Employee Communities: Community Centric ChangeJoyce Hostyn
Customer Experience starts with the employee experience, but changing the employee experience can be very difficult. Most change methods are still based on an outdated top-down rational view of organizational change. How can we rewire organizational DNA to create great customer experiences? How can we shift the hearts, minds and behaviors of every employee? These are the questions we're wresting with as we rethink our approach to employee experience. Our new strategy is centered on an employee community of peers that we are promoting through internal content marketing. It might be working. Presented at CXPA Members Insight Exchange.
Can we design organizations for beauty?Joyce Hostyn
The future is ours to imagine, design and create. And if we’re dreaming the future into being, why not dream of a future where business is beautiful. Where business delivers the promise of happiness. Where business is an incredible force for positive change in the world.
Whether you’re working on designing better experiences or you’re an organizational change agent trying to transform your organization, listening is one of the most important skills in your toolkit. To understand what people truly need you need to be a great listener. To build trust and diffuse negative energy you need to be a great listener. To transcend the assumptions and worldviews that constrain your thinking you need to be a great listener. But listening is really hard. Most of us are poor listeners because we’ve never been taught how to listen. To become a powerful listener, treat listening as an active skill to work at.
Design for dreams not needs: who do you want your customers to become?Joyce Hostyn
Who do you want your customer to become? Who do you want your coworkers, your organization, your employees, your children, your community, your country, the world to become? What gifts do you have? What gifts do they (those you are designing for) have? To answer these questions well is to discover your own dream. To answer these questions well is to uncover the dreams of those you are designing for.
Who do I want you to become? Someone who dreams beautiful dreams. Someone who helps others dream beautiful dreams. Someone who designs for dreams.
For it is through beautiful dreams that we will create more beautiful organizations, communities, and the more beautiful world our hearts know is possible.
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Growth hacking UX: The journey to creating a kickass user experience.Melissa Ng
Growth hacking: The journey to creating a kickass user experience.
---
Growth Hacking Asia
Feb 25 2015 at Silicon Straits coLAB, Singapore
by Melissa Ng (@thedesignnomad)
Founder of Melewi
www.melewi.net
What is Better, Strongly Sustainable, Business?Antony Upward
A 15 minute video of this talk is available on the Strongly Sustainable Business Model Group's youTube Channel: http://youTube.com/ssBusinessModelTV at http://youtu.be/vfG_RclyaWA.
In these slides Antony Upward, Sustainability Business Architect, introduces sustainability, weak sustainability and strong sustainability and then discussed how this relates to creating better businesses.
As usual, recommended downloading the presentation and viewing in slideshow mode with the speakers notes handy
If you'd like to stay in touch with our work on Strongly Sustainable Business Models then please
- Watch our ~3 minute introduction - http://about.SSBMG.com
- Watch our other videos - http://youTube.com/ssBusinessModelTV
- Like our facebook page - https://www.facebook.com/StronglySustainableBusinessModels
- Join the linkedin group: http://forum.SSBMG.com
- Give us your ideas via our survey (http://survey.SSBMG.com) or just sign-up for email updates (http://signup.SSBMG.com)
- Visit our website: http://www.SSBMG.com
Hacking UX: Product Design Thinking for TechiesMelissa Ng
Published on Nov 23, 2016
Hacking UX: Product Design Thinking for Techies
So you've got a techy business idea? How do you know exactly what is the product you should be building?
Designing product can seem daunting, but it doesn't have to be so. From understanding the basics of business models and user behaviours, this workshop will teach you the basics of how to design a stellar product your users will love.
---
Melewi for DevFest.Asia
at Collision8, Singapore
by Melissa Ng (@thedesignnomad)
Founder of Melewi
www.melewi.net
The Value of User Experience (from Web 2.0 Expo Berlin 2008)Niko Nyman
Companies and brands should think about (user) experience to find new competitive edge for their business. Better experiences create more value for users, which can be in turn transformed into business value for the company.
Social Media for Business - Lab & UKTI for Export WeekLab
On 9 April, director Tom Head ran a webinar for UK Trade & Investment (UKTI), as part of Export Week, entitled Social Media for Business. Part of our support this year for UKTI and UK businesses looking to do business abroad via digital marketing.
This presentation and the webinar covers:
- An overview of different social media channels available
- The best social media tools for your objectives, whether you are B2B or B2C
- Social media best practice guide for customer engagement
- Examples of brands doing social media well and not so well
If there is any aspect of social media or exporting abroad via ecommerce that you would love to talk to Lab about, just get in touch.
How Touchpoint Mapping® can help you increase acquisition, boost retention, and drive brand loyalty by moving more of the right customers closer to your organization.
Strongly sustainable business models v1.2ssAntony Upward
A presentation made to the Canadian Association of Management Consultants Energy & Climate Change Special Interest Group April 23, 2013, Toronto, Canada.
Slideshare appears to mess up some slides; also lots of speakers notes and builds (which aid comprehension) are only available by downloading.
An unedited recording of this presentation is available upon request.
How can market leaders expand total market and defend market share?Sameer Mathur
The slide presents different strategies Market leaders like Microsoft should adopt to either expand or defend their position in the market.
Submitted by: Prakhar Singh
Designing food forests: fruit & nut tree guild handoutJoyce Hostyn
Looking for palettes for groups of species that work together interdependently to inspire your design of guilds (plant communities) for a food forest?
Featured guilds:
- eat your ornamentals
- native bounty
- urban orchard (apple & pear)
- nature's pharmacy
- medieval potager
- asian cooking herbal
- edible fence
- native nuts (black walnut, butternut, shagbark or shellbark hickory, chestnut or oak)
In Permaculture: A Designers Manual Bill Mollison says that "We ourselves are part of a guild of species that lie within and without our bodies. Aboriginal peoples and the Ayurvedic practitioners of ancient India have names for such guilds, or beings made up (as we are) of two or more species forming one organism. Most of nature is composed of groups of species working interdependently."
Guilding is a permaculture technique that learns from and works with the relationships in nature, especially in a forest system.
Unlike monocultures – a field of corn, a traditional apple orchard or a grass lawn – guilds are polycultures of diverse plants, insects and animals that support each other in a mini ecosystem. They’re designed around a primary food producing species (such as an apple tree) along with diverse, multi-functional support species to maximize the health and productivity of the guild. They produce a wide variety of useful products such as food, medicine, fibre, wood and dye.
By considering the whole plant community, – placing plants carefully in relation to each other in a way that facilitates interconnection and support rather than competition (for example, plants with different root systems such as shallow vs tap roots)
- Nitrogen fixing plants, along with species that supply phosphorus, potassium, calcium and other minerals, fertilize food producing plants
- Soil food web recycles plant debris to build healthy, moisture retentive soil
- Insectary plants attract beneficial predatory insects such as ladybugs, lacewings and predatory wasps as well as pollinators such as native bees that increase fruit and vegetable yield
- Strongly aromatic plants such as oregano, garlic, thyme and yarrow confuse pests, preventing them from discovering the plants they like to eat
- Diversity attracts a wide variety of bacteria, fungi, insects and birds to increase system health
- Dense layer of herbaceous and groundcover plants suppress unwanted species and protect the soil
Little Forests as Nature-Based Climate Solutions - Nature CanadaJoyce Hostyn
Little Forests are collaborations between plants, soil, organisms, land, climate, geology, & people. Disturbed land naturally returns to forest in 150 to 200 years. Because of the urgency of climate change, Dr. Akira Miyawaki designed a method that squeezes those 150 years into a 20-30 years.
What might a place where we park our car for an hour become?
What might a path, road, or active transport route become?
What might a parking lot become?
What might an apartment building become?
What might a school become?
What might a median become?
What might a front yard become?
What might our cities become?
Dr. Akira Miyawaki says that "Real forests made up of trees native to the area are three-dimensional, multi-layered communities having 30x the surface area of greenery of single-layered lawns, and have more than 30x the ability to protect against natural disasters and to conserve the environment."
Each of us is a node in a mycelial network of regeneration. Each little forest is a node in a mycelial network of regeneration.
Presented during "Learn How to Implement Nature Based Climate Solutions in your community" hosted by Nature Canada.
"Our world is made of systems within systems, an interconnected web of life more complex than humanity has the capacity to grasp all at once. It took me ages to realise that design was the main subject and that network science was the key to it all." Rosemary Morrow
"In many ways, the environmental crisis is a design crisis. It is a consequence of how things are made, buildings are constructed, and landscapes are used."
Sim Van Der Ryn & Stuart Cowan
Can Kingston become a City in a Forest?Joyce Hostyn
Imagine it’s 2030. Every child can look out their window and see trees (and the many creatures these trees support). On even the hottest days they can walk or bike along a tree-lined street to play, visit birds or hug a tree in a nearby forest. 3-30-300 builds climate resilience for extreme heat events.
No Mow May: Support Multispecies ResurgenceJoyce Hostyn
Celebrate No Mow May by rewilding your lawn. Rewilding isn't about curb appeal. It's about soul appeal. Think of rewilding as an embodied land acknowledgement supporting multispecies resurgence.
In our yards, our parks and along our streets we plant lines of lonely trees. But a tree is not a forest. Lonely trees are severed from their ecological communities—at the mercy of wind, weather and disease. Rewilding with Little Forests re-enchants our yards and our city with biodiversity... what Robert MacFarlane calls “the wondrous, teeming, calamitously threatened variety & variability of life on Earth, sometimes measured by species richness.”
Re-enchanting our gardens and our citiesJoyce Hostyn
How, by rewilding, might we invite more wonder into our gardens? Our gardens are shared spaces, communities of beings. Who visits? Who doesn't? Why? What moments invite enchantment and wonder? This winter, start your rewilding journey by discovering the stories of the beings with whom you share your garden. We'll explore how rewilding might change who we become as gardeners.
Our beautiful wild pollinators need help! Support bees, butterflies and other pollinators by converting your lawn into a meadowscape or let your lawn grow wild!
Wildscaping: break up with your lawn, invite in the wild Joyce Hostyn
Climate change is forcing us to rethink our approach to gardening, our relationship with plants and how we belong to place. Our weather is becoming more variable with wetter springs, drier summers, colder winters and more extreme storms. Let’s adapt our gardening style for a changing climate, drawing inspiration from local landscapes and indigenous flora to create sustainable, resilient gardens that welcome wild beings into our cities.
Rip out your lawn and replace it with a food forest. How to design a nut or fruit tree guild. Includes planting palettes for a black walnut guild, native plant guild, asian inspired guild, medicinal guild, medieval guild, ornamental guild, apple guild, pear guild and apple guilds.
Layering wildscapes: designing with plant communitiesJoyce Hostyn
When designing wildscapes, you need to think like a walnut, see like a squirrel, be like a bee and forage like a bird. Wildscapes replicate the layered structure of wild ecosystems to maximize biodiversity, habitat, resilience & beauty.
We now know that our century long quest for the perfect lawn is contributing to our climate emergency. It's time to reimagine curb appeal. Natural climate solutions offer immense possibility for helping Kingston achieve its strategic goals. Presentation to Kingston's EITP Committee.
Forest this being is: becoming forest stewards in a changing climateJoyce Hostyn
As gardeners, we've been colonized. We plant lonely trees, pines in lines and cookie cutter landscapes. How can we rewild ourselves and our approach to gardening? How can we learn to see forests as beings? How can we become forest stewards in a time of climate change?
how to design an edible landscape: unleash your inner gardenerJoyce Hostyn
Whether you have a tiny yard or a large lot, you can have a beautiful garden and eat it too! Edible landscapes filled with trees, shrubs, berries and perennial vegetables are a beautiful, sustainable method of growing food for yourself, increasing biodiversity, and attracting birds.
How to design a beautiful edible forest gardenJoyce Hostyn
Whether you have a small space or a large lot, you can have a beautiful garden and eat it too. Edible forest gardens mimic natural forests, but edibles are prioritized in plant selection. They're a natural, sustainable method of growing food for yourself, providing a habitat for wildlife and beautifying your home.
How to design a beautiful garden that attracts birds Joyce Hostyn
“Birds are good ecological indicators. If you have a diverse native bird population, it’s a sign that the ecosystem as a whole is healthy.” Convert your lawn to a beautiful, bird friendly garden. Biodiverse gardens provide the food niches, nesting sites, shelter, water, and safety that our native birds (and insects) need.
Despite spending vast amounts of time and money on employee engagement, engagement metrics remain stagnant. What if, instead of obsessing about how to increase employee engagement, how to improve and position your employer brand, or how to fight the war for talent, you instead put serious effort into thinking about how to improve and position your employees?
the art of creativity: asking provocative questionsJoyce Hostyn
Since we live in the world our questions create, "the most interesting thing you can do in life... is to call into question the rules of the game.” Questions make the impossible possible, help the unknown become known, and transform paradigms. To transform yourself, transform your organization, or transform the world learn the art of asking provocative questions.
Digital literacy - a new language for disruptionJoyce Hostyn
To achieve the digital enterprise, you need a workforce that embraces new ways of working. One in which they’re able to harness the power of information, collaboration, and communities to get their jobs done. This requires treating digital as a new language. One with a different grammar and syntax from what people are used to. And learning a new language isn't easy. How can we empower people through digital literacy to work smarter, treating digital as a language to use to express ideas and create magical experiences that people choose to participate in and, as a consequence, change their behavior? How can we get people dreaming in digital?
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
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Designing with content: a customer experience journey
1. a customer
experience
journey
Designing with content
@joyce_hostyn
2. check consumer reports check with family
(discover online subscription doesn’t contain in-depth articles) (a very opinionated lot)
major kitchen reno
(open kitchen means I want a
really quiet dishwasher)
our Maytag sounded like a jet engine
Buy Use Issue Repair Claim
3. check the Google
narrowing by highest rated doesn’t do
much good if only one review
check <brand>
it has a good reputation no way to find the sound level (dba)
online
guess I need to go
to the store
trying to figure out what these comparisons are
saying is hopeless
Buy Use Issue Repair Claim
4. well, <company> has a good rep, so… let’s go
back to the store to buy
with <brand>
no thanks to the extended warranty (my
brother used to be in retail & says that’s
where a store rakes in the money)
Buy Use Issue Repair Claim
5. not much to say here, except, who reads the manual
anyway?
and it’s noise level didn’t live
up to expectations
Buy Use Issue Repair Claim
6. the home repair didn’t go so well
then disintegrating black rubber
warranty expires (we thought)
time to call in the pros
Buy Use Issue Repair Claim
7. 2nd level service… what do
you mean, I have a 3 year
warranty?
wow, this service guy sure
hates his employer
it’s a product defect & by the
way, your warranty is up, that no thanks, I don’t want any
will be $500 magic dishwasher cleaner, I
just want a dishwasher that
works
then, the start of the floods
I don’t think reading the manual
we’ll write off everything but will help if your service
the damage you caused by floods, mould, and more black technicians haven’t been able to
your attempt at home repair guck bring out the pros fix the problem after 5 visits
Buy Use Issue Repair Claim
8. “only thing I can do is copy everything
that’s happened into an email and send
it on”
so, you’re saying the service
oh, and you misplaced the
tech closed the ticket & since
insurance claim one of the
you don’t have an open ticket,
service techs filed, so he has
you can’t do anything until
to do another visit to prepare
you send out another tech to
the claim?
open a new ticket?
make it to 2nd level service
why I haven’t been called
back? the visit was so the
brand new service shows up & service tech could give the go
asks… “why am I here? ahead to replace the
what’s wrong with the dishwasher!
and the pile of paper keeps growing as the service dishwasher?” 2 weeks later
visits continue...
months (and lots of hair pulling) later
We’ll replace the dishwasher. But a service tech has to
give the go ahead. We’ll send one over.
Buy Use Issue Repair Claim
9. k, back to Google… I guess I didn’t do enough research before I bought… you can’t hide with social media
Buy Use Issue Repair Claim
10. I’m calling with your issue
number
no open ticket
no record of claim
2 weeks later
notices damage, takes pictures &
fills in clam form
takes pictures & fills in claim
form
you’ve got to be kidding me...
what a way to make me feel
warm & fuzzy
guess they haven’t heard of the
plain English campaign
Buy Use Issue Repair Claim
11. still don’t read manuals
works beautifully!
some weeks later, out with the broken, in
with the new (different brand)
Buy Use Issue Repair Claim
12. and did 3 cycles trying 3
experiments
gasp, he actually read the
Rob Googles again, lots of hits… a common manual
problem in the age of energy efficient dishwshers 2 hours later
hmmm, spoke too soon… dishes
covered with crud
I’m ready to call service, but Rob, a Queen’s
engineer, is up for the challenge of running a
series of experiments
SUCCESS!
Buy Use Issue Repair Claim
13. turns out, we were doing a lot of things wrong (as were many others on the web)… the manual had a few hints,
but the rest was discovered through the 3 experiments and googling
Buy Use Issue Repair Claim
17. lack of content to
enable decision-
making on website,
had to visit store
no proactive
detract education –
‗you really don‘t without it, use
want to go incorrectly
through this‘
fail to ‗know‘ me
first dissolving rubber
(have to give a
& mould, then
history each call) fail
leaking, then crud –
to resolve issues, fail
no troubleshooting
to educate during
content,
service, misplace
disenchanted service
critical documents
tech
18. experience fail
interactions
touchpoints
processes
misery inside out systems
moments
Brandon Schauer, The (Near) Future of Designing Experiences
19. T=r+d
TRUST RELIABILITY DELIGHT
The Brand Gap, Marty Neumeier
27. with content strategy, you can proactively
design for service
Prevent problems through customer education, more accurate marketing and
sales messages, or improved products and processes
28. with content strategy, you can proactively
design for service
Motivate more customers to complain so that they can be satisfied
29. with content strategy, you can proactively
design for service
Improve the performance of the service system to satisfy a higher percentage
of those complaining
Anyone in the company can raise their hand and say, ―I
see an inefficient process,‖ or ―I see a user experience
issue,‖ and if we call a meeting and really review how we‘re doing it now
and review how we can improve it, that through better systems, better
processes, or some unique application of the technology we‘re not using yet,
we could really change either the consistency of the delivery of our service,
our member experience, or improve it overall. - Scott Griffith, CEO
30. Content strategy plans for the creation,
publication, and governance of useful, usable
content.
It plots an achievable roadmap for individuals and
organizations to create andmaintain
content that audiences will actually
care about. It provides specific, well-informed
recommendations about how we‘re going to get
from where we are today (no content, or bad
content, or too much content) to where we want
to be (useful, usable content people will actually
care about).
- Kristina Halvorson
31.
32. partner with content strategy when
designing experiences
to provide value, engage, and generate positive word of mouth
34. Let the customers talk, give them a
chance to tell you in their own
voice the reasons and provide you
with suggestions. It works better than
you guessing what the answers might
be and suggesting those.
- Avinash Kaushik
35. holistic view of clients‘ financial lives
Beyond Chaotic Bombardment – Enhancing the Client Experience through Information Design, Merrill Lynch
36. uncover
their needs
Interview
Focus groups, workshops
Observe, apprentice, shadow
Uncover Design Prototype Measure Govern
How to understand your users with personas, Brad Colbow
38. audit
and collect current content
―a mind-numbingly detailed odyssey‖
Uncover Design Prototype Measure Govern
Performing a Content Audit, Ann Rockley & Doing a Content Inventory, Jeffrey Veen
39. map
content to the journey
Uncover Design Prototype Measure Govern
Quaero (in Forrester, Three Ways to Drive Document Value)
42. design
for emotion
As experiences now span multiple
media, channels & formats, we need to
look to narrative and emotional
elements to sustain interaction in a world of
complex technology where websites,
software, and interactive multimedia have
become part of the same beast. – Cindy
Chastain
Uncover Design Prototype Measure Govern
digitalART2, flickr
44. design
for decisions
but isn‘t it cheaper to rent?
how does it work?
Uncover Design Prototype Measure Govern
45. design
for action
won‘t it be a hassle?
Uncover Design Prototype Measure Govern
46. rethink
the content
at each step
Enroll
Uncover Design Prototype Measure Govern
Beyond Chaotic Bombardment – Enhancing the Client Experience through Information Design
47. rethink
the content
at each step
First 90 days
Uncover Design Prototype Measure Govern
Beyond Chaotic Bombardment – Enhancing the Client Experience through Information Design
49. rethink
back office processes
to support the
experience
line of interaction
Uncover Design Prototype Measure Govern
Design for Service www.designforservice.com
50. They focus on the lifetime experience that a member
has with our service, from the first time they go to our web site
through the last time they ever use one of our cars and decide
not to be a member any more. They map that cycle and follow
it; we‘re constantly trying to refine and
improve that map, that architecture. That timeline, by the
way, lasts for typically four or five years, our members stay
with us for multiple years.
We think about that whole experience as they use the cars for
the first time or review their online billing for the first time. They
might have a problem on the side of the road, to refuel the car,
get into an accident; these are all experiences that we have to
deal with, because we‘re treating these cars very much like
car ownership, but you‘re just buying it one hour at a time.
- Scott Griffith, CEO Zipcar
Uncover Design Prototype Measure Govern
52. ask
people what they
think
Or boil it down to three simple questions
What is the purpose of your visit to our website today?
Were you able to complete your task?
If you weren‘t able to complete your task, why not?
Uncover Design Prototype Measure Govern
4Q – The Best Online Survey For A Website, Yours Free! – Avinash Kaushik
53. How can I improve revenue by 15 percent in the next
three months from our website?
What are the most productive inbound traffic streams
ask and which sources are we missing?
Have we become better at allowing customers to
solve problems via self-service rather than feeling
business questions like they have to call us?
What is the impact of our website on our phone
channel?
How can I increase the number of customer
Most of the time evangelists by leveraging our website?
they – marketers, What are the most influential buckets of content on
our website?
bosses, & If we could only do one thing to increase revenue on
HiPPO's – ask our website what would it be?
What is the incremental impact of our display ad
and we puke data campaigns?
out. Are we building brand value via activity on our
- Avinash Kaushik website?
Do fully featured trials or Flash demos work better on
the website?
What are the top five problems our customers face
on our website?
What is the effect of our website on offline sales?
Uncover Design Prototype Measure Govern
54. define
KPIs and targets to
monitor
Uncover Design Prototype Measure Govern
http://www.kaushik.net/avinash/2010/11/web-analytics-maturity-structure-models-process.html
55. think content lifecycle
get your governance in order
to ensure that you have a steady
pipeline of great new content
and that you retire old, outdated or
seldom used content
to keep people coming back to interact
Uncover Design Prototype Measure Govern
56. It's like a
marionette theater,
you want to look at the
puppets. You don't want
to look at the strings.
My kids ask me, 'What'd
you do today, Dad?' I
designed a toilet!
Lighting, props, sets and
costumes all contribute
to the look of a movie —
planned
the
visual
narrative .
– J. Michael Riva
Jon’s pics, flickr
63. The content is the
heart of the website.
I can‘t build you a body
until you give me a
heart…
If we want to get back on
track – to allow writers to
write wonderful user
experiences –
we have to change our
expectations and our
rules…
Content… establishes
emotional
connections between
people. The writing has
heart and spirit; it has
something to say and the
wherewithal to stand up
and say it.
– Amber Simmons qthomasbower, flickr
65. …manuals that were
costly to create and
bordered on useless to
the end user. The teams
authoring those materials
have been viewed as a
cost center, and their
products only minimally
satiating customer
demand for product
documentation.
– The Evolution Of User Manuals,
Forbes
66. …our documentation generates more
than half of our overall site traffic.
Furthermore, over half of our lead
generation is driven by our
documentation
– The Evolution Of User Manuals, Forbes
67. For deeply technical issues, some of the
businesses I've spoken to lately report that costs
per support call can hit as much as $150 per
call. But if the customer used a piece of
documentation or a forum to solve their problem,
the average cost is usually less than a dollar.
– The Evolution Of User Manuals, Forbes
68. calculate
impact of the experience
% customers who have a perfect experience
% who don't & who don't complain
% who don't & who request assistance
Of those who obtain assistance, determine the
percentages left satisfied, mollified, or dissatisfied