Beautiful Japanese Noodle Lunch at Mitsuwa

Look at this soup I had for lunch at Mitsuwa. A Japanese grocery store with a "department" store like collection of small shops and restaurant stands. Its fun to go there and figure out what to eat. Wow was it delicious. Not only did it taste good it looked good. The kids thought it looked so cool they wanted me to take a picture of it. I agree with them. A Beautiful Lunch.

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2nd Place at Hack the Museum at The Henry Ford

We won 2nd place in Hack The Museum last month. On Saturday July 27th Cody Greene, Jeff Molsen, Paul Kaiser and I competed in a Hackathon, Hack the Museum at The Henry Ford Museum in Dearborn Michigan. Below are some screen shots of the "telephone" game we made in ONE DAY! Yes, it worked, and yes we were tired.

 

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 The Opportunity

You know when you are looking at a big display case in a museum and you know they have more stuff in some back room but you can't see it. Well our hack solves that and gives digital access to those objects. In addition we wanted to make it a fun experience, making it into a game. This game could be played pre-visit before someone comes to the museum or perhaps by kids on a kiosk while their parents are waiting in line to buy tickets.

The concept

We blended the physical and the digital. We allow the visitor to reach back into the collections from an exhibit that they are looking at and interested in. Answering "What else might be in the basement or back room?" We also allowed the different sorting/arrangement of a collection be it by date which is different than how it's ordered in the display. It is easier to resort, rearrange digital items quickly. Lastly, we made a game that flipped or pivoted how people approach the objects. Instead of the telephone first like you see in the display, we first played a sound, and then the person had to guess which telephone made that sound.

 Overall application design

We had access to many of the museum's API, with the web API we  used java JAXB to parse and unmarshall the results from xml to java which we used in our JSPs to display the results. We  used java xjc to generate java classes that are analogs to the xml schema and when we unmarshall the results from calling the web service those java classes are what get populated. We used APACHE HTTP client API communicating with the web service.

References

Official Hack the Museum Site at Maker Faire Detroit

Blog Article about the Hacking The Henry Ford (The Henry Ford Official Blog)

Deadline Detroit article highlighting the 1st place winner

Cody Greene

Jeff Molsen

Paul Kaiser

 

 

 


The Truth About Customer Experience

Here are my notes from the article "The Truth About Customer Experience"

The Truth About Customer Experience: Touchpoints matter, but it's the full journey that really counts.By Alex Rawson, Ewan Duncan, and Conor Jones. Harvard Business Review, September 2013, pp90-98

I'll sum it up as how important it is to move from touchpoints to journey perspective. Solely looking at touch points is in my view "sub-optimization" similar to what occurred in supply chain management in which companies made just one link very excellent but resulted in "crack-the-whip" problems farther along the chain. (Supply Chain perspective comes from my work in automotive supply chains and the work of Goldratt from The Goal.) I caution trying to assess your progress with the approach if you just do step 1 and 2. I have seen the step 1 & 2  done well but the company then says "oh yes, we know that, we just can't do anything about it." The step 3 and 4 with cross functional processes and creation of "chain manager" is what is most important to deliver the value this approach can drive.

p92 "A company that manages complete journeys would not only do its best with the individual transactions but also seek to understand the broader reasons for the call, address the root causes, and create feedback loops to continuously improve interactions upstream and downstream from the call."

p92 "Most customers weren't fed up with any one phone call, field visit, or other interaction - in fact, they didn't care much about those singular touch points. What reduced satisfaction was something few companies manage - cumulative experiences across multiple touch points and in multiple channels over time."

p92 "Most service encounters were positive in a narrow sense - employees resolved the issue and hand - but the underlying problems were avoidable, the fundamental causes went unaddressed, and the cumulative effect on the customer was decidedly negative."

p92 "But even as they work hard to optimize their contributions to the customer experience, they often lose site of what customers want"

p93 Companies need to embed customer journeys into their operating models in four ways:

  1. Identifying Key Journeys: They must identify the journeys in which they need to excel
  2. Understand Current Performance: Understand how they are currently performing in each
  3. Redesigning the Experience and Engaging the Front Line: Build cross-functional processes to redesign and support these journeys, and
  4. Sustaining at Scale by Changing Mind-Sets: Institute Cultural Change and continuous improvement to sustain the initiatives at scale.

 p93 Identify Key Journeys … both top down (executive working session) and bottom up.

p94 bottom-up effort … additional research … customer and employee surveys along with operational data … regression models to understand which journeys have the greatest impact … run simulations to get potential impact.

p96 delivering at scale on customer journeys requires two high-level changes that merit mention here: (1) modifying the organization and its processes to deliver excellent journeys, and (2) adjusting metrics and incentives to support journeys, not just touch points.

p97 "new permanent role, redeploying senior people from siloed functions to become "chain manager" responsible for overseeing specific journeys …

p98… organizations must identify the appropriate metrics and create the appropriate measurement systems and incentives to support an emphasis on journeys.

p98 holding the sales agent, the technician, the call center, and the back-office agents responsible for a trouble-free install and high customer satisfaction at the end of the process, instead of simply requiring a successful handoff to the next touchpoint.

p98 And one large retail bank started requiring each executive-team and board member to call five dissatisfied customers a month - a simple but effective way of holding the leadership's feet to the fire on customer experience issues.

p98 These efforts provided a real opportunity to differentiate not just the service experience but the brand itself.

References

The Goal by Eliyahu M. Goldratt

See Also

Example Customer Journey Map / Measuring Happiness in Usability Testing


Diagram of Systems to Help People Find and Manage Information

Oldie but goodie - Here is my diagram made after reading "Information Architecture for the World Wide Web" by Louis Rosenfeld & Peter Morville. It's a one page visual summary of the book.

SystemsToHelpPeopleFindAndManageInformation


Outside In: The Power of Putting Customers at the Center of your Business by Harley Manning and Kerry Bodine Book Notes

Outside In: The Power of Putting Customers at the Center of your Business by Harley Manning and Kerry Bodine
Book Notes

The top 5 quotes/concept from the book

p78
So what's the right customer experience for your company?

p92
There are three key methods you need to know about: mining unsolicited customer feedback, conducting ethnographic research, and gathering input from employees.

p109
Design is the most important business discipline that you've probably never heard of.

p157
"We celebrate technology that improves the customer experience, and we kill technologies that are no longer relevant. And when he says kill, he means it. The company holds funerals for dead software applications.

p219
you need your customers more than they need you

Other noteworthy quotes or comments

p29
When we field the Cxi survey, we ask consumers to tell us three things: How willing they are to make another purchase from each company, how likely they are to switch business to a competitor, and how likely they are to recommend each company to a friend.

p30
even small shifts in customer loyalty can translate into billions of dollars in incremental revenue per year for companies in two industries: hotels and wireless service providers

p37
… a culture of compliance … this made them look hard-charging and dynamic: Tell me what you want to do and I'll go do it … but this behavior caused unneeded customer pain. . . frontline employees salute and execute any directive even if their own experience told them it was wrong for the customer.

p45
How can you help those players understand the ways in which their own actions ripple through the broad ecosystem? The best way is to deconstruct the ecosystem by mapping it.

p67
The customer understanding discipline is a set of practices that creates a consistent shared understanding of who customers are, what they want and need, and how they perceive the interactions they're having with your company today. In other words, it's the thing that replaces everyone's best guesses about customers with real, actionable insights about customers.

p71
For example, Canada Post requires all funding requests from any department to answer ten customer-focused questions in the business case.

p72
You're not going to succeed through manufacturing strength, distribution power, or information mastery - those have all been commoditized. And you can't win by controlling the flow of information about your products and services, either.

p84
… make the strategy come to life … a compelling way to do it: Turn ten thousand square feet of office space in downtown Madrid into the banking equivalent of a concept car … In just twenty minutes, you've been completely immersed in BBVA's strategy to become THE customer-centric bank.

p99
Your end goal isn't the personas and journey maps themselves. Your end goal is deep customer insights, which just happen to be encapsulated in these particular formats.

p102-103
Lambert created a physical listening post in Adobe's headquarters . . . that immersion program has significantly changed the company's conversations and priorities.

p113
Oliver King … says, design is an activity that's best done WITH people, not TO them.

p124
When survey responses come back, an internal system attaches operational data, such as what channel each customer used to book his or her flight and whether there were any problems with the plane they were on. That lets JetBlue analysts correlate satisfaction scores with the likely reasons that the scores rose or fell.

p125
"Sharing positive customer feedback directly with the crew members is a fantastic motivator, and a far better way of reinforcing the JetBlue experience than a supervisor providing negative feedback."

p126
It does this by capturing what actually happened during a customer interaction (such as a flight), how the customer felt about the interaction, and whether the customer is willing to recommend JetBlue afterward.

p128
What did the customer think about what happened

p149
"The most important thing," says Soren, "is that you must really have the courage to believe that local managers and your staff want to create a good customer experience. It's about letting go of a bit of the control. That was the hardest part."

p160-161
Unfortunately, many companies make huge investments in hiring and training only to inadvertently encourage employees to focus on the wrong things. How? They create operational targets for frontline employees instead of basing their incentives on the quality of the service they provide.

p163
Tom pitted market and market in a race to improve their Net Promoter Scores.

p175
consistency . . . not how well you perform it . . .We've observed that companies that consistently perform practices that are sound are way better off than companies that perform practices that MIGHT be better - but only do so on occasion.

p214
Customer Experience Innovations will provide a competitive edge

p214
What kinds of changes to customer experience will give you that edge and allow you to pull ahead of the competition? Where should you look for your future advantage?

p219
examine the reason why your company exists in the first place

p219
spend time learning what it feels like to be your customer

p220
Talk with your customers. Make it part of your everyday life … tell a fellow customer that you're an employee - as well as a customer - and that you'd love to know whether they found what they needed on that visit, and how easy or hard that was.

p220
talk to your front line employees

p220 try mapping a customer experience ecosystem for one of your company's most important customer journeys.

p221
try connecting the dots by building a simple business case for customer experience improvement project


Narratives in Museums

Thomas P Campbell: Weaving narratives in museum galleries in Mar 2012 at TED2012. He is the director of the Metropolitan Museum of Art in New York.

Thomas' TED talk made me reflect on the core mission of a museum and what it is. About getting face-to-face experience with an object. I am currently reading "Infinite Possibility" by Pine and Korn and getting excited about the different ways the multiverse that they write about will help museums create more value for visitors. Below are some of Thomas' comments I found most interesting as challenges for what digital should be creating new value for.

He wanted us to use our eyes . . . He wanted us to look and ask basic questions of objects. What is it? How is it made? Why was it made? How is it used?

We had to draw our audience in, get them to slow down, to explore the objects.

I believe passionately in that curated museum experience. We live in an age of ubiquitous information and sort of "just add water" expertise, but there's nothing that compares with the presentation of significant objects in a well-told narrative, what the curator does, the interpretation of a complex, esoteric subject, in a way that retains the integrity of the subject, that makes it -- unpacks it for a general audience.

How can I support the vision of my curators . . .

. . .create a zone where their curiosity can expand

 

 


Modular Floating Platform Systems on the Chicago River

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I saw this on the river last Friday as I was walking from visiting the end of year show for Institute of Design students. It struck me what a beautiful design solution it was. Its modular technology. It can be easily assembled as large or small as needed. It has all kinds of add ons that you can see on top of it.  It's a simple and durable technology.


Safety is part of our Delivery

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I really liked the words on this semi truck trailer canvas cover. Its a good cultural statement that speaks to an important value. I know it struck a cord with me. I wonder what the drivers think of it.

It made me think of when we are delivering to a customer what are the values we are delivering with?

 

 


Quantum of Engagement

 

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Two Trends

  • Culturally we are shrinking the quantum of time that we consider an meaningful experience or engagement. (Snacking)
  • Cost/price reduction & physical miniaturization is increasing the number of digital devices with which we can engage.

Putting Gorilla Snot in Your Hair

Gorilla Snot

Gorilla Snot

One of my sons was using my bathroom to get ready for a formal event this weekend. I found this at my sink; Moco de Gorila translates as Gorilla Snot!
Yes it is difficult to get into the mind-set of your customers, the people who use your products or services, but this sort of creative and fun branding brought a smile to my face. And he LOVES to put "gorilla snot" in his hair and my reaction as I make a icky face and shake my head.

 

See Also

Moco de Gorila Hair Gel



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