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Category: Level-up: practical execution
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The role of WIIFM in driving real, long-term adoption
Organizations are constantly in flux thanks to market shifts, leadership directives, employee feedback, and competitive pressure. These forces may be external or internal, urgent or strategic, but they all lead to the same next steps: a decision made, a meeting held, and a project in motion. While a project may be imperative to its stakeholders,…
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What is experience design?
Most people think of experience design as buttons, screens, or branding. But the real magic is bigger than that. It’s the intentional craft of shaping how people move through your business and how they feel while they’re doing it. When you design with people at the center, you don’t just get a smoother product. You…
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Creating inclusive naming conventions in technology
In software development, we joke about the three hardest things being naming things, cache invalidation, and off-by-one errors. But for the first one, it’s no joke. We’ve been naming things wrong. Naming conventions are steeped in racism and patriarchy. Master, slave, blacklist, whitelist — these aren’t just words. They’re relics of a mindset we need…
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Integrating Voice of Customer tools with direct feedback
Terms like “customer experience” and “voice of the customer” (VoC) are not new, but they have become more prevalent in discussions around brand strategy. Every brand strives to create an experience that attracts and retains customers, fostering loyalty and long-term relationships. Commonly, brands turn to VoC tools to achieve this. However, while these tools can…
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Four short-term steps to design great customer experiences (and one long-term step, too)
Experience design is about shaping how customers interact with your organization by keeping their needs and feelings at the forefront of your product, processes, and strategies. We’re in the Empathy Era — a time where customer expectations for seamless and personalized digital experiences are higher than ever. Think of companies like Airbnb and Lyft. They…
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The what, why, and how of journey mapping
What is a journey map and how will it help me understand the user? A journey map is a visual representation of the steps someone takes when trying to achieve a goal. Usually, it includes information on their actions, touchpoints, feelings, successes, and pain points as they move through an experience. Journey maps are a powerful…
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What is Change Management? And why does it work?
Change management propels transformation. Organizations that practice change management are more resilient, better at adapting to challenges, and have a competitive advantage. Their people are equipped to learn, grow, and thrive amid change. What is change management? Change Management is the art and science of guiding people through changes in ways that make it easier…
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Digital for all: Accessibility & WCAG 2.2
Imagine a digital world where everyone, regardless of their abilities or disabilities, can effortlessly access and interact with online content. At Clockwork, we’re committed to making this vision a reality by ensuring that our digital experiences are inclusive and welcoming to all. We’ll discuss why accessibility is crucial, explore the significance of the recently updated…
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Service Blueprints vs. Journey Maps: differences & use cases
Investment in customer experience drives customer satisfaction, brand loyalty, and more. We use a few key tools to help our clients improve their customer experience—Service Blueprints and Journey Maps. What are Service Blueprints and Journey Maps? Before we delve into the differences and use cases, let’s get a grasp of what these tools are all…
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How service blueprints enable digital transformation
In an era where digital transformation is driving innovation and reshaping industries, organizations must adopt strategic thinking that places customers at the center. Service blueprints are a powerful tool to bridge the gap between traditional business processes and the digital age. By visually mapping customer experiences and the corresponding operational processes, businesses can reveal opportunities…