Believe in Better

On Saturday evening we went to hear my good friend Lauren Currie speak at the University of Dundee. Lauren is one of the people who've inspired me on my journey in the world of design over the last decade, so it's always a delight to see her. When she introduces herself on stage she'll typically … Continue reading Believe in Better

Let’s talk about paper

It's been a week of talking about paper. Specifically, organisations that continue to insist on printing & sending information to customers, whether they like it or not. In 2018 there's really no excuse for doing that. The common refrain is, "well, we've always done it like that". However that doesn't mean you should be. Last … Continue reading Let’s talk about paper

Making life easier

Dundee’s a great place to live, we’re well connected by road & rail (just need to work on air!), which means that most of Scotland is little more than an hour away. These days I prefer to take the train wherever possible. It’s less stressful than driving, and it means that I can get some … Continue reading Making life easier

Why are you still charging by the hour?

When I worked for Ernst & Young back in the early 90s, we had to account for every 10 minutes of our time. Each hour equated to 6 units, and we had a weekly target of billing a minimum of 75% of chargeable time. In reality, most of us were billing over 100% of our … Continue reading Why are you still charging by the hour?

Daily(ish) CX Review – La Fabrica, Girona, Spain

Thursday 27th April 2017 Business - La Fabrica Coffee Works & Cycle Cafe Service - Coffee & food What they did well - In a word, everything! La Fabrica is a coffee shop (but it's SO much more than that!) in Girona, Spain. It's the brainchild of former professional cyclist Christian Meier and his wife Amber, an enclave for the many English-speaking … Continue reading Daily(ish) CX Review – La Fabrica, Girona, Spain

Daily CX Review – Run4It, Dundee

Wednesday 18th April 2017 Business - Run4It, Dundee Service - Buying clothing What they did well - It's been so cold in the mornings lately. I needed to buy a new long-sleeved running jersey as I've got a few thermal tops, but only a couple that will do when the temperature is in the low single digits. For several … Continue reading Daily CX Review – Run4It, Dundee

Daily CX Review – Starbucks, Dundee

Tuesday 18th April 2017 Business - Starbucks, Overgate Centre, Dundee Service - Coffee & muffin (it was skinny, don't judge me!) What they did well - The staff are always friendly here. I visit quite often when I'm in town, so a few of them know me and will smile and say hi. Little, personal, … Continue reading Daily CX Review – Starbucks, Dundee

Daily CX Review – McMillan Running

Okay. This is a new idea that I wanted to try out. Every day, the average person interacts with around a dozen services. Many of them are terrible experiences. I work with organisations to help them design better customer & user experiences. So I've decided to do a daily blog review of one of the experiences … Continue reading Daily CX Review – McMillan Running

Dogs & Love Hearts – the Barnett Formula

One of the things I do is run workshops on Customer Experience. We do an exercise where I get participants to tell stories about good & bad experiences they've had. Over the past few months one name has come up again and again when it comes to good experiences - Barnetts Motor Group. Barnetts are … Continue reading Dogs & Love Hearts – the Barnett Formula

Edinburgh’s Trams are not a good User Experience!

We went to Edinburgh yesterday. When we go at the weekend, we tend to make use of the park & ride at Ingliston and take the Tram in to the City Centre. It saves paying a ridiculous amount for parking, and it's a lot less stressful. Over the past couple of years I've observed the … Continue reading Edinburgh’s Trams are not a good User Experience!