Get Into Your Customer’s Head

Who is Your Customer? Understanding your customers is an ongoing process that takes discipline and patience. Far too many companies either don’t do it, don’t dive deep enough in the exploration, or do it so sporadically that they can not track trends in sentiment, need, or desire. They worry about

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The Design Thinking Party Is Over

It’s time to get to work (and deliver value). 25 years ago, designers would get together and we’d moan that no one was listening. From a drafty loft studio in NYC’s SOHO, in our black mock turtlenecks and black jeans we would toil over just the right leading on a

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Who Ate the Oreos?

Better understand your customer to create more valuable experiences Most organizations only know their customer in the most formal business context.

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What Did You Study? How Different Paths to Design Research Bring Value to LiquidHub Clients

When people ask me to explain what I do for a living, most don’t have a concept of what design research means – let alone what a design research practitioner does.

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The Human Risk of Your Contact Center

Chances are you can reel off the top of your head examples of subpar experiences you’ve had with some of the world’s most recognizable brands. The most egregious of these customer service failures can go viral, impacting the perceptions and buying decisions of millions of people around the world.

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