This is design thinking

Met up with my old friend, Wickie, today and discussed approaches to business and organizational transformation and progress. One of the hot approaches these days is 'design thinking'. I've always had an issue with the term because:

1. Like so many other specifically coined terms, it becomes a buzz word that covers everything and nothing, and in the end no one understands what it is. Like 'experience economy', 'social media' and 'user-driven innovation' which have become very misunderstood (see my posts about the latter two 'It's the mindset, not the media' and 'What is user-driven innovation - and what is not').
2. The spokespeople for design thinking tend to - as with all buzz things - describe it in long, very unconcrete terms that leave me none the wiser about what exactly design thinking is and why I should care.
3. Design thinking fundamentally consists of elements that are very well-known from disciplines like brand management and web/IT development, so what's new?

I prefer to call a spade a spade. Tell me in brief layman's terms what it is. So Wickie, who is trained as a designer and works with design as a mindset, and I tried to sum up in the simplest possible way the core elements of design thinking:

1. A holistic, cross-disciplinary approach to problem-solving that uses
2. ... a prototyping, iterative process in order make stuff (change, processes, things, plans)
3. ... tangible very quickly.

See, now I get what design thinking is. I hope you do, too.

The evolution of error pages

Ten years ago, in 2000, Levi's did the controversial 'Not Found' online campaign where 404 error pages were over taken by the brand and inhabited with various brand messages.

This made me think how the nature of error pages has evolved from basic, somewhat cold, and sometimes downright frightening messages to fun, friendly pieces of communication (one of my favorites below, simple, fun, makes me chuckle).

I wonder if anyone has looked into this, and I'm thinking it might make for interesting, cool and no doubt amusing reading. A look into the evolution of branding and communication on so many levels.

K Forum in not accessible at the moment due to technical problems. We apologize for the inconvenience. Kind regards, K Forum

Marketing is also about the experience

So I'm reading this really useful and relevant article in Harvard Business Review about Unleashing the Power of Marketing. I applaud anything and anyone who promotes the principle of marketing as strategy driver and translator of customer insight into the next growth idea.
But I don't applaud when marketing isn't also paying attention to the customer experience. Like on the very site where I'm perusing the article. Here, I've just experienced the most irritating online ad so far - and I've seen a lot during the past 10 years.

At the bottom left is a square IBM ad that pops up immediately - and won't go away. There's no x or 'close' button. The ad is effectively blocking my view so I can't read the copy. Only when I scroll down, can I return to my reading - while the ad unfortunately stays on the site throughout.

C'mon - I get that your KPI is CTR and all of us annoyed users will click on the ad in a knee-jerk reaction to make the sucker go away, and lo-and-behold you think you have achieved your ROI target.

But this is a bad, bad experience. Dear IBM, HBR, and online ad agency, have you not tested this and realized how this lack of respect for the users most of all reflects badly on you? Maybe this post should be called 'How to turn Return on Investment into Throwing Your Investment Out the Window'.

PS. Here are a couple of additional contextual display ads gone wrong, courtesy of e-Consultancy.

Design vs decoration

There's a difference between design and decoration. It's called substance, longevity, and relevance. Or as they would say in Jamaica: Don’t confuse sound systems with mobile discos – one can rock a real party, the other is useful for weddings.

How to sell more bread - letter to my bakery

This is an email I recently sent to one the bakeries where I buy my bread. 'Lagkagehuset' is an excellent bakery chain in Copenhagen who has become very successful with their baked goods and retail concept. 
But a crucial component is missing which not only annoys me every time I go there but also would help them sell even more: 

Dear Lagkagehuset,
I love good bread, therefore I buy a lot of it at your bakery. I also love to know what's in the bread - after all, it's the ingredients that determine which bread(s) I buy.
Unfortunately there is no information in your stores or on your website about this. So I have to ask the shop assistant every time. They don't always know what's in the various breads, it takes time to ask and (perhaps) get answers, and this just makes the queue behind me even longer.
Thus, I often don't ask - I hate to waste the other customers' time - and the result is that I sometimes come home with a 'wrong' bread because I've just chosen the nearest one. This is a great annoyance. Most likely I'm not the only one who's experiencing this.
So here's a few ideas on how to solve that issue, using your greatest asset and your two primary customer touch points:

1. Talk about the bread on your website - tell us about them, what's in them, why, and what makes each of them special. You'll delight your customers, and you'll also create more interest.
2. Same thing goes for your stores. Use them to tell us about what you're selling. Don't put up tiny little signs at each type of bread - the customers can't see what's written anyway. But you could develop small hand-outs, like set cards, about the breads which the customers can read in the store and/or bring home. Use them as bagstuffers, too. Customers will happily put it on their fridge at home if it's handy, stylish, and interesting enough and voila - instant in-home advertising 24/7.
3. You could also consider large nicely framed posters in the stores that introduces each bread. Put on the right wall in the customer area where everyone can see it, it'll not only look good, it'll make for interesting reading and passing of the time as customers wait for their turn. Need I mention, they'll be prone to buy more and be happier with their purchase. 

All this spells differentiation, increased revenue, smoother store traffic, customer satisfaction, and advocacy, at a low cost - what's not to like? I hope you will consider these or other ways to inform us about your otherwise excellent bread - thanks in advance.

Kind regards,
Helene Venge

The purpose of companies

The general wisdom contends that the purpose of a company is to create shareholder value. I say it is to create and keep customers. If done well, this helps to increase profits, which then increases shareholder value. Focusing squarely on shareholder value is a short-term perspective, leading to short-term results.
The goal is long-run value - and the customer is the source of that value. So the customer must be the primary focus of any business, not shareholder value. By shifting the focus, you open up a broader range of opportunities that you otherwise just can't see.

It's what we do that makes the difference

We are what we repeatedly do (Aristotle). In other words, if you want to be something else, do something else. Yes, this also goes for companies and brands. If your customers are experiencing your company in ways you are not happy with, you have to change your company's behaviour.