Respectful design, contemptuous design

Conversations with many friends, who are building communities for social businesses or are in other customer-facing roles, reveal a shared frustration. It appears that community builders and customer facing persons, and designers in a business are singing from different hymn sheets. Often, once the beta or whatever the business deems a shippable version of the … Continue reading Respectful design, contemptuous design

How to use “process” to destroy goodwill and lose revenue (3)

This third story is the last in this series but not the last one in the big schema by any means. Late last week,¬†one morning, my phone rang with urgency and the following conversation ensues. Caller: I am phoning from XYZ Bank's mortgage centre. Me: Yes, good morning. Caller: I believe you have spoken with … Continue reading How to use “process” to destroy goodwill and lose revenue (3)

How to use “process” to destroy goodwill and lose revenue (2)

The second story in this 3-part series illustrates how being in financial hot water can not and does not always compel organisational change. I try to support small British businesses as much as I can. In late June, I ordered some things, including perishables, from a small business in SW England. It was due to … Continue reading How to use “process” to destroy goodwill and lose revenue (2)

How to use “process” to destroy goodwill and lose revenue (1)

Recent experiences with some well-known businesses have made me wonder if managers know how their organisations suffer from their employees' interpretation of their "process". And if they care. Here is a series of 3 short stories. After attending a trade fair in Bangalore recently, I returned to London on a British Airways flight, leaving at … Continue reading How to use “process” to destroy goodwill and lose revenue (1)