There is no real definition of what “shared understanding” entails; it’s more of a “know it when you see it” kind of thing. These two stories, hopefully, show what shared understanding might mean in different situations; one being a situation where two people are coming from a different context and one where they are coming from the same context.
Fast forward to today when we know better and make more effort, at least on paper, to make access to spaces and facilities more inclusively accessible. The exclusionary approach is so ingrained in the culture and in design that making something accessible for the “other” is seen as something separate, something that needs to be done because someone somewhere said it had to be done.
One common frustration about the process of customer journey mapping is the lack of organization-wide or even industry-wide standardization. What are the key steps of journey mapping, and in what order should they be completed? Effective customer journey mapping follows five key high-level steps: Source: The 5 Steps of Successful Customer Journey Mapping
If someone has lived a good 90 years, and wants some bacon for breakfast, they should be able to get bacon for breakfast!
Service design is getting more and more attention in government at the moment, but many people still don’t understand what it is. The most common question I hear – from people both inside and outside government – is: “Isn’t that just UX (user experience) design?” Let’s be clear: service design and UX design are not […]
It has been many years since I’ve really given my resume much thought. I have, of course, kept it (and my LinkedIn profile) up to date in terms of my actual job, and mostly up to date in terms of the work I’ve done in the course of those jobs. But it is a straight ahead chronological […]
Until I read Chapter 1, titled “Beliefs are models.” I realized that, contrary to my original thought of just blasting through the book, I didn’t really want to get to the end. I didn’t want the experience of the book to be over.
“It is as if we are traveling along a road when we come to a fork with two possible routes forward. One, the traditional role of design as a craft, creates beauty and pleasure in our lives, using the ever increasing powers of technology to create wonderful experiences. The other, that of design thinking, becomes […]
The real issue with many of the official systems, processes, and tools we use every day isn’t that they were poorly designed or executed. It’s that they were designed and implemented based on what the people paying the bills (customers) think they should be, instead of what the people actually using them (users) need them to be.