Why brands should appreciate their loyal customers

While customer service is ranked as one of the lowest in priority by many businesses, it can be shown that building up that customer service and loyalty can be far more beneficial in the long run for…

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Design Research Maturity in Five Questions

Based on conversations I’ve been having lately, there is a strong desire for a Design Research¹ Maturity Model similar to the UX² Maturity Model floating around.

I think the framing of discipline maturity in discrete stepped stages that apply to all organizations no matter what their mission or model is an unhelpful oversimplification that leads to a lot of self-congratulatory box ticking.

Because anything worth doing is worth questioning to verify whether it’s actually worth doing.

So, for individuals in organizations that truly wish to evaluate their potential for continuous improvement in the discipline of inquiry for the purpose of product and system design, I propose these five probing questions. (I’ll eventually figure out some sort of festive pentagram to visually represent progress along each axis and what it means.)

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