by Annette Franz | May 11, 2022 | co-creation, customer experience, customer experience design, design thinking, product design, Uncategorized
When I think of Honda, I think of the Helpful Honda commercials and the Random Acts of Helpfulness. I’m sure Honda is OK with me making that connection. So, it stuck with me – and I’ve been meaning to write about this since I saw it – when I...
by Annette Franz | Sep 1, 2021 | customer experience, customer experience design, design thinking, personas, product design, Uncategorized
A few weeks ago, I wrote about Seth Godin’s concept of finding your Who, which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a...
by Annette Franz | May 19, 2021 | co-creation, design thinking, ideation, journey map, journey mapping, Uncategorized
I’ve been know to say, “You can’t transform something you don’t understand.” You don’t want to change things that are working well or that create value for your customers. So know the current state and what to fix and what to maintain before...
by Annette Franz | Feb 3, 2021 | co-creation, customer experience, design thinking, innovation, Uncategorized
In 2019, I wrote about this marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right. In that post, I wrote: So, when you see those headlines about customer control and customer...
by Annette Franz | Jul 29, 2020 | customer experience, design thinking, employee experience, journey mapping, Uncategorized, workshops
Do you have the right people in the room for your journey mapping workshops? I’m often asked about who should participate in journey mapping workshops. The obvious answer is the customer – or so you’d think. Let’s take a look at who should be...
by Annette Franz | Jul 8, 2020 | customer experience, design thinking, employee experience, journey map, journey mapping, Uncategorized
Thank you to Amit Asamwar for posing a question to me on LinkedIn, after I shared a post about journey mapping. His question is one that I am frequently asked. “One query that I wanted to ask about Journey Mapping is that how long can these be considered valid...
