Office Hours by Peopledesign

Experiences are hard to define. Sure, we can describe them: good or bad, memorable or bland, rated on a scale from one to five. Many people are exploring the frontiers of the experience economy with increasing intensity: customer experience, user experience, employee experience, learner experience, and so on. Yet human experience, which is a product of our consciousness itself, remains elusive. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

People have opinions. We like to question things, whether we say it out loud, under our breaths, or keep it bottled up inside. It can be harder to know where opinions come from, or where they might lead us. In our minds, we employ a version of the scientific method: We observe, ask questions, create a theory. We’re not always rigorous about it. The data aren’t incomplete and we don’t always test our hypothesis. We don’t reflect on the evidence. Suspicion about motives leads to conspiracy theories and confirmation bias deepens our resolve. To make a bigger difference, we need to find the right problem. Work to get out of our normal opinions, bias, and culture. Follow a process and look for guides. Our opinions are vital, but we need to know where we are and how we got there in order to map where we're going. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

Customer experience management is about balancing the needs of customers and organizations. The work often starts with walking in a person’s shoes to better understand their point of view. People are complicated, and serving them well isn’t easy. CX systems can become complex, but the right ingredients can make for a better recipe. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

Recently, Peopledesign's president, Kevin Budelmann, was invited to be a guest on the On Branding Podcast, hosted by Arek Dvornechuck, a brand design expert based in New York and focused on branding and logo design. Arek interviews Kevin and the two dive into the second edition of our book, Brand Identity Essentials. Listen to the episode to hear Kevin and Arek dive into the essential process of building a brand. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

Built environments are places made by people that support human activity and part of everyday experience in our modern world. Physical, digital, or hybrid experiences are part of what’s next. The future may echo the past but is forged in the present. Maturing concepts in digital design are a helpful source of input. As we better understand user behavior and experience, the fields of UX and interaction design offer a new foundation for the built environment – both physical and virtual. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

Education is at a crossroads. Students, parents and everyone else feels it. One way to innovate is to unbundle and repackage offerings into new categories where people derive the most value. It can be hard to think this way given how we typically think about higher education, but it’s already happening in nearly every other industry. In the coming years, or perhaps months, many higher education institutions will be pressured to make important choices about their future, helping to reframe the ways we advance our skills, networks, and thinking. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

Last week, Kevin Budelmann was invited to be a guest on The Tom and Bob Show. Kevin joins Tom DeWitt, Ph.D. the Director of CXM Michigan State University and Bob Kiple, MBA, a retired General Motors Global Customer Experience Strategist for interviews and discussions about topics in the world of customer experience management. Tom and Bob also serve as leaders of CX of M, Michigan's Association of Customer Experience Professionals.The conversation in this episode focuses on the importance of human-centered design and its particular importance during the COVID-19 crisis. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

Why do we talk about customer experience? Customers have had experiences since there were customers, so why is CX a topic today? The concept of designing experiences is not new. It’s been around since the 1980s as an extension of product design. In the last several decades, product designers increasingly have considered the user as ideas about ergonomics and usability emerged. Considering the user – or customer – experience is inherent to any design endeavor. The customer experience discipline continues to grow and change with emerging technology. Past or future, macro or micro, CX innovation will emerge from a better understanding of what is possible and what people really need. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

Organizations, employees, and customers should be in balance. The symbiotic relationship between these three entities is vital for stability, growth, and long-term success. It’s difficult to achieve and maintain. When organizations get out of sync with the people they serve, whether internal or external, the outcome can be destructive. Organizations or whole industries that are off-balance tend to fall without a correction. Achieving balance isn’t easy, but it should be the goal. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

From haircuts to concerts, everyone wants to go back to the way things were before the lockdown. Even at the scale of this crisis, it’s tempting to think of it as a blip or an anomaly, but things are not likely to go back to normal. Our new reality is forcing change and accelerating changes already underway. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design. Join us in the conversation - Sign up for our newsletter to get updates so you can register for the next Office Hours call.

The coronavirus pandemic is having an enormous impact on the economy and daily life for millions around the world. Most of us are anxious for things to return to normal. Many are starting to think about what comes next. But in higher education, a new reality was already emerging. Today’s crisis may accelerate changes already underway. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design.

In a global health crisis, much is uncertain. What is clear is that the disruption of the global economy is just starting to be felt. It may take years for certain industries to recover, and many will be changed in the process. The office furniture industry is one that appears to be poised for a hard reset. The full article is available here, on our blog. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design.

A discussion about taking new risks in the commercial furnishings marketplace, based on a recent article on our blog. Read it here. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design.

A discussion about how an industrial mindset can hold you back, based on a recent article on our blog. Read it here. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design.

A discussion about saying what you do, and doing what you say, based on a recent article on our blog. Read it here. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design.

A discussion about Sparking Growth based on a recent article on our blog. Read it here. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design.

A discussion about how products are becoming services, and vice versa, based on a recent article on our blog. Read it here. Peopledesign is a design innovation firm helping leaders navigate change. Office Hours is a time we've set aside to discuss ideas we're thinking about and issues we experience first-hand with customers about business value, brand perception, and service design.