Customer Experience and Design

Welcome to the second installment of our Universal Design and Health Systems blog series. Today, we will delve into why Universal Design is essential for fostering inclusivity and accessibility in health systems. As healthcare systems evolve, ensuring that facilities, services, and technologies are accessible to all individuals, regardless of their abilities, is crucial. Universal Design […]

As we delve into the application of Universal Design principles within health systems, it’s essential to understand why this approach matters so profoundly. Universal Design aims to create environments that are accessible, usable, and beneficial for everyone, regardless of age, ability, or background. When applied to health systems, these principles can transform the patient experience, […]

I am thrilled to announce the launch of our new blog series focused on Universal Design and its application in health systems. This series will explore how Universal Design principles can revolutionize healthcare environments, making them more accessible, inclusive, and efficient for everyone. From hospitals to clinics, and digital health tools to patient interactions, we […]

There is an untapped potential for automotive loyalty programs, and we are living in an era where customer loyalty is more fleeting than ever. Until now, the relationship between OEMs and customers has been largely transactional. A customer buys a car, and the interaction ends there until the next purchase cycle—typically five to ten years […]

Imagine a world where planning your dream vacation feels less like a chore and more like a conversation with a travel genie who knows exactly what you crave. This isn’t science fiction, but a reality being powered by generative AI. This transformative technology is rapidly reshaping the travel and tourism landscape, offering a wealth of opportunities for airlines, hotels, cruise […]

Following best practices for KPIs (key performance indicators) is an essential start for any marketing initiative, but it’s often an overlooked step. Let’s look and why KPIs are so important and some practical advice that can help you incorporate, and get value from, your KPIs.   What is a KPI?   KPIs and goals often get […]

Enhancing Accessibility: Usability and UX for Age-Related Declines in Universal Design In this installment of our Usability and Experience (UX) in Universal Design series, we focus on addressing the needs of older adults and the age-related declines that can affect their interaction with products, environments, and systems. Designing for age-related accessibility involves creating user experiences […]

Enhancing Accessibility: Usability and UX for Individuals with Visual Disabilities in Universal Design In this installment of our Usability and Experience (UX) in Universal Design series, we focus on the needs and considerations for individuals with visual disabilities. Designing for visual accessibility involves creating user experiences that are navigable, understandable, and usable for individuals who […]

Enhancing Accessibility: Usability and UX for Individuals with Cognitive Disabilities in Universal Design In this installment of our Usability and Experience (UX) in Universal Design series, we focus on the unique needs and considerations for individuals with cognitive disabilities. Designing for cognitive accessibility involves creating user experiences that are intuitive, clear, and supportive of diverse […]

Enhancing Accessibility: Usability and UX for Individuals with Auditory Disabilities in Universal Design Continuing our exploration of Usability and Experience (UX) in Universal Design, this installment focuses on the needs and considerations for individuals with auditory disabilities. Designing for accessibility involves creating inclusive experiences that cater to users who are deaf or hard of hearing. […]

In today’s markets, generative AI is revolutionizing industries by streamlining content creation, enhancing customer engagement, and driving innovation. Businesses leverage this technology to gain a competitive edge, improve operational efficiency, and deliver personalized experiences. In customer service, generative AI enables chatbots and virtual agents to understand and respond to customer inquiries with high accuracy and […]

Brand activism is a new buzzword in healthcare and life sciences spaces, and consumers are increasingly expecting their brands of choice to drive social change. I recently conducted a series of consumer interviews for a major medical device brand. This brand has built a great deal of trust with their audiences by offering a top-notch […]