Over the years, we have done a number of task identification projects for health organizations. Generally, the top task was checking symptoms. However, when we worked with Norwegian Hospitals, we found the top task was: “what happens before, during and after treatment.”
The millennial generation is rebalancing the relationship between the individual and the organization.
Technology is an enabler. What Web-based technology enables is networks. What networks enable are the broad and free flow of information and the democratization of the ability to freely and easily connect with other people.
We have a department of selling to the customer, a department of marketing to the customer, a department of communicating at the customer. We have a department of dealing with customer complaints. But we have no department OF the customer.
Are we reaching a point in society where advertising is being superseded by search engines and social media?
“Walmart is asking suppliers to cut back on advertising spending in its stores as it seeks lower prices on goods that it sells to its own customers,” according to the Associated Press in April 2015.
Employees are reaching a breaking point. They are exhausted and overwhelmed, alienated and disengaged. They are cynical and distrustful.
The best way to measure complexity is to measure use. Given a choice, the harder something is to use the less people will use it.
If you’re ripping your customers off, you can’t expect to design an experience to engage them.
This is the age of fast, give-it-to-me-now, you-better-make-it-simple convenience. But how do we convince senior management of this new reality?
A 2015 CA Technologies survey, published in March 2015, states that “When it comes to applications, consumers care about three major characteristics:
Greater complexity demands more collaboration equals more value
Technology is what drives the digital workplace and yet for many business executives, the IT department is being seen as less and less relevant.
What the text of a particular link means to someone will be influenced by the task they are trying to complete.
The very purpose of classification, navigation and search is to deal with customers’ frequently asked questions (FAQs).
Norwegian design agency, Netlife Research, has been pioneering pair writing. On February 11, Bjørn Bergslien and Audun Rundberg will give a webinar sharing techniques for best practice that they’ve discovered. Here, Bjorn gives some insights into their approach.
According to Bjørn, some of the key benefits of pair writing are that:
There is an accepted wisdom that content creation must be a solitary activity if you want quality and creativity. But this is a consequence of the content tools (pens, typewriters) that have been available. As collaborative, network-oriented content tools emerge, we will see a lot more collaboratively created content.