Experience by Design

The New Year is a great time to reflect on our past, and to think about what we want to accomplish in the upcoming year. After all, it is the season of the Annual Performance Review! Whether in our personal or professional lives, it can be hard to identify what is important in terms of our evaluations. How do we know if we are making progress toward our goals?The same can be true for companies. What are the metrics that indicate our success? What are the expectations we are trying to meet? How do we stack up against others? What are the benchmarks that we think matter, versus the ones that actually matter?To explore this question and more around customer experience, we welcome Michelle Spaul. Michelle is a customer experience management consultant with her company Delta Swan. Michelle has a wealth of experience in CX, with the simple goal of trying to make things better for customers. As many of you listening will know, behind that simple goal lies a complexity that can challenge most organizations. Therefore, it is a good thing that Michelle has a background in manufacturing systems engineering. We talk about how that education prepared her for working as an experience engineer. She describes how her work on the price of oil informs her systems approach to CX. We discuss the importance of a shareholder mindset that creates value for not just customers, but all who are impacted by the business. We explore how her first job with Phillips around preventing customer returns turned into listening to what customers said, and how that is the foundation of any CX work.Finally, we talk about how there are a lot of different areas of feedback that we can find if we only look. And that if you get defensive about the feedback, you are missing an opportunity to grow.Michelle Spaul LinkedIn - https://www.linkedin.com/in/michelle-spaul-customerexperience/Customer Experience Management Consultant - https://customerexperienceconsultant.co.uk/"The Price of Oil" - https://www.amazon.com/VFUU-Price-Oil-Michelle-Spaul-ebook/dp/B01D7CTTEK

One of the ways that I describe experience design, and more specifically for the purposes of this episode customer experience, is by asking people to imagine the worst customer experience that they have had. And unfortunately for all of us, there are a lot of them.It is probably easy to remember the bad experiences. But what about our best experiences. The times that we felt cared for, appreciated, thought of, where someone did something that made us feel valued.The job of the experience design and CX profession is, in part, to make the positive experiences common and make the negative experiences exceedingly rare. There is a lesson in Buddhism "that life is inherently full of suffering and that it's impossible to live without it.” But even though life is full of suffering, that doesn’t mean that our customer experiences have to be. To talk us through these points, we welcome Valerie Peck to the Experience by Design studios. For those in customer experience, Valerie Peck is a well known thought leader. And for sure Valerie has some thoughts about the state of CX and whether companies really care about customers despite their vocal assurances. We talk about creating experiences versus pushing products, and how being solely about profit can lead to cutting experiential corners. We discuss whether companies really want to have a relationship with their customers, or just perhaps a passing acquaintance. When companies give customers surveys, do they really want to know what customers think? Or is a survey the best way of doing nothing? Valerie has thoughts on CX consulting and the challenge of working with clients that don’t get it, and frankly don’t want to. We explore companies like Southwest and Boeing who “got it”, only to lose it in the pursuit of profit at the expense of experience rather than because of it. Finally, Valerie describes applied customer intelligence, the upcoming CX reckoning, why companies should be more like minor league baseball, and how she helps companies stop abusing their customers so that they come back Valerie Peck LinkedIn - https://www.linkedin.com/in/valerie-peck-4b143/

Leigh Sachwitz, Founder of flora&faunavisions, crafts award-winning immersive experiences that merge art, technology, and education. In this conversation, she shares insights on her stunning installation at the WNDR Museum, where visitors collectively experience the sensation of rain and lightning. The discussion dives into her work on projects like the digital opera 'Ring Cycle' and the Utopian Garden, highlighting the transformative potential of immersive storytelling. Sachwitz also reflects on the role of cultural connections in design and the importance of emotional engagement in creative projects.

Karen T. Lin, Chief Experience Officer and advocate for ethical UX, dives deep into the evolution of user experience design. She discusses the shift from usability to a holistic UX approach, emphasizing the importance of human-centered design over mere profit. Karen critiques dark patterns and the manipulative tactics in modern UX, promoting genuine user engagement. She also highlights the ethical responsibilities designers hold and the need for collaboration to foster meaningful connections in tech, urging listeners to rethink their role in shaping user experiences.

In this engaging conversation, Donna Dupont, Founder and Chief Strategist at Purple Compass, shares her expertise in foresight and design. She discusses the significance of maintaining personal agency amid societal changes, especially post the 2024 presidential election. Donna emphasizes the emotional dimensions of future planning, likening it to a therapeutic process. The dialogue also touches on fostering collaborative environments for innovation and the vital role of foresight in creating positive futures, making it an enlightening listen for anyone looking to navigate uncertainty.

Today we have a fascinating discussion lined up with Alex Nathanson, a technologist, artist, and founder of Energy Transition Design LLC.In this episode, we'll explore the intricate challenges and opportunities that come with solar-powered technology, particularly solar roof tiles and the broader adoption of renewable energy solutions. Alex will shed light on the high costs and extended installation times that make solar roof tiles less competitive compared to traditional solar panels. We'll also delve into the socio-political dynamics that shape renewable energy adoption and the importance of visibility and awareness in promoting solar technology.Alex emphasizes the neutrality of solar power, advocating for an unbiased approach to its adoption and the crucial role of actively designing equitable, renewable energy infrastructures. His work, which blends art with themes of energy and sustainability, offers unique insights into how solar-powered art can engage communities and inspire collective action.Additionally, Alex will share details about his new book project aimed at providing practical design methods for creating solar-powered art. We'll also discuss the significance of interdisciplinary teamwork and the idea of integrating technology within cultural contexts to ensure sustainability.Stay tuned as we journey into the intersection of art, technology, and climate action, and learn how intentional design can drive meaningful changes in our approach to renewable energy.LinkedIn - https://www.linkedin.com/in/alex-nathanson-2a1727160/Website - https://alexnathanson.com/index.htmlSolar Power for Artists - https://www.solarpowerforartists.com/

When you work in academia, you come across some very smart people. This should be surprising given that academics spend an enormous amount of time exploring whatever topic they study. And people become academic experts by digging into the particulars of areas that can be pretty narrow and focused. This is the nature of academia: develop niche knowledge in a certain area where you develop that insight throughout a career. And if you ever tried listening to some of those people talk about their work, or read their work in academic publications, you’ll know that it can be very difficult to decipher precisely what they are talking about. Given the amount of time and dedication it takes to achieve academic brilliance, this shouldn’t be surprising. Speaking as an academic (and not a brilliant person), this is how we are trained to communicate, and primarily to each other.One of the great things about the Ted Talk and TedX movement is that it has created a format through which people who have something to say can find the means to say it. This also has created a platform through which public scholarship can take place, and insights can be translated to a wider audience. In this era of wicked problems, disinformation, and social media, it is vital that we translate as much knowledge as possible. Nick Kindler’s business is about how to help smart people improve their ability to communicate. Using an approach they call Communication Canvas, Nick with Kindler and Company give speakers the signposts they need to know the route they have to go in order to avoid verbal cul de sacs and and deliver a performance that audiences can remember. Nick draws on his experience in improv and acting, Nick talks about how it is vital that speakers bring themselves into their presentation. He discusses the importance of taking personal stories that they haven't shared, tell the story in a way that is Ted worthy, and unpack the learnings and takeaways. When we tell our stories in the right environment, it is cathartic and helps someone else. Nick asks us to focus on three key questions: How can I simplify the messaging today How can I transform using story telling and language to deep the understanding How can I deliver it and perform it in a way that engages and connects Nick Kindler LinkedIn - https://www.linkedin.com/in/nickkindlerNick Kindler Instagram - https://www.instagram.com/nick_kindler/Kindler and Company - https://www.kindlerandcompany.com/

Maybe it just is the way that I am viewing the world, but it seems like everyday reveals another fresh disaster. It could be that disasters have always been with us, and now we are just more aware of them. Global news at our fingertips doesn’t necessarily help as we can tap into events that occur anywhere at any time. Even with this, it seems like disasters are moving closer and closer to home. It is a privilege to live in a society where emergency management is a thing that can be relied upon. When disaster does strike, we may have some confidence that there will be professionals that help deal with the situation in a timely manner. But that will only get you so far. Just watch any zombie movie. It is scary how quickly civil society can break down when the dead rise and start to consume the living. Then what? Are you ready for the zombie apocalypse? Or even a more ‘routine’ disaster? While we all might roll our eyes at fire drills, do they help us prepare for a fire? Or is it just preparedness theater? Rick Rescorla didn’t believe in preparedness theater. He believed in actually being prepared. After the WTC attacks in 1993, he was worried about another attack taking place. In his role of VP for corporate security at Dean Witter Morgan Stanley, he had a disaster contingency plan that was rehearsed over and over with staff. When 9/11 happened, he was able to save thousands of lives by going forward with his evacuation plan. Unfortunately, he died as he went back to make a final sweep for employees. But because of his preparedness and taking it seriously, many people were able to survive that day.To help us think about the zombie apocalypse and other types of disasters, we welcome Patrick Hardy, also known as Disaster Patrick.  Patrick has spent a career in disaster management, even though originally he wanted to be a cultural anthropologist. He was there in the aftermath of Hurricane Katrina, as well as other events where people were in their greatest need due to circumstances beyond their control. Now he works with organizations to help ensure that they are in position to deal with disasters, whether natural or manmade. We talk about how he tries to create training experiences so that people can be prepared. We explore the difference between being the person who cried wolf, and actually taking preparation seriously. In fact, we discuss the prepper movement and what we can learn from their perspectives regarding self-sufficiency and resilience. Finally, we talk about how disaster preparation is an important part of employee and community experience so that your workers feel safe and cared for in the workplace. Patrick Hardy Website - https://disasterpatrick.com/Patrick Hardy LinkedIn - https://www.linkedin.com/in/disasterpatrick/Patrick Hardy YouTube - https://www.youtube.com/@DisasterPatrick

Jesse Hernandez, a skilled craftsperson with deep roots in the trades, shares his journey from tradesman to transformative leader. He discusses the cultural value of hands-on creation and the surprising satisfaction of those in skilled trades. Hernandez highlights the declining interest among youth in these fields, emphasizing the need for people-centered approaches to improve workplace culture. He also delves into the importance of mentorship, authentic engagement, and building connections within teams to combat toxic masculinity and promote healthier environments.

I never expected the word “algorithm” to play such a significant role in life and society. Growing up, I thought an algorithm was something that we would leave to math classes. The last time I took a math class to complete my undergraduate degree requirements. After that, I figured I was done with algorithms. But nope. Algorithms have been thrust back into our lives. We live in an age where not only are we trying to learn the algorithms, but we are trying to beat the algorithms. There are forces largely unknown that are not just determining what we see, but the extent to which others can see us. For those who are trying to make content, post content, and be seen, it can be a major uphill battle. As more and more material gets tossed out into the online world, it is harder and harder to be noticed. There is this pull to become brands, to become products, to be commodities that are recognizable to customers. We gear materials to accomplishing those ends, with hopes that we can become definable in a particular kind of way. But like the tree that falls in the forest, if content is posted online but no one is there to see it, does it make any noise?To help us with the question of what makes content that connects and beating the algorithm, we welcome Tyler Schmoker to the podcast. Tyler has an interesting history in the area of military intelligence through his time in the US Army. From that, he started his own company called Winsly that works with a range of businesses to help them with security, innovation, risk assessment, and business strategy, amongst other things. We talk with Tyler what makes for information that resonates with your audience. We explore how he has used lessons from real tradecraft to crafting social media content. While the term ‘propaganda’ now has a negative connotation, at its root it means creating messages that are meant to prompt and elicit certain behaviors. But we can only do that if our message is built to connect to our audience, and they can see it. To do so, we have to apply a programmatic approach, documenting what works and what doesn’t, learning lessons, and building a base. We discuss how to use the lessons he learned from his  intelligence work and how he applies that to business clients. We talk about whether “military intelligence” is in fact a contradiction in terms. We look at the ethics of technology and AI, especially when it comes to social media. Specifically, we look at how to leverage these insights to platforms like LinkedIn, and create content and communication that connects. Tyler Schmoker - https://www.linkedin.com/in/tyler-schmoker-76997756/Winsly - https://www.winslyllc.com/Social Media for Security Professionals - https://securityjournalamericas.com/a-social-media-for-security-part-1/