Pet peeves: we’ve all got them. We don’t think about them all the time, but they lurk in the background, waiting to jump into our consciousness when real-life examples rear their ugly heads. Mine are: ...

Editor's Note: This article has been updated on August 28, 2023 to include new data and information. In the digital age, the way a product or service feels to users can make or break its success. At ...

Digital interactions now shape how people see, trust and connect with businesses. With consumers spending more than six hours a day online, their digital experiences carry as much weight as their ...

If you’ve ever taken an Uber, you know that the startup identified practically every consumer pain point involved with hailing a taxi – not being able to find one, standing in a long taxi line, rude ...

Design thinking is, at its core, a process of empathizing with the user. The methodology has been successfully used in many industries to drive human-centred innovation, resulting in the creation of ...

Practicing empathy brings together design thinking, user experience, customer experience and employee experience for a better journey. What do design thinking, user experience, customer experience and ...

The title of this article may seem bold and provocative. While I might aim to capture attention, let me clarify: I do not believe that generative AI (GenAI) will replace everything. More to the point, ...

The traditional approach to SEO KPIs often falls short of capturing the dynamic nature of user interactions and search patterns. This article proposes a paradigm shift: integrating dynamic, ...

A version of this article appeared in the Summer 2016 issue of strategy+business. Several years ago, a brilliant engineer devised a new software tool for augmenting decision making. He was justifiably ...

Some users may be ready to buy while others need more information or prefer to browse and compare sites. Dynamic content allows you to reach all those people in real-time. But what is it, and where ...