Insights

Four short-term steps to design great customer experiences (and one long-term step, too)

Let’s jump right in. The core meaning of experience design can be found in the name itself:  Experience design is an approach in which you draw on a holistic view of your users to design your products, processes, and strategies. To design their experience with your organization.  Right now, we’re in what many call the “Experience Era”...

10 enhancements you can make to your website while social distancing

Now more than ever, it’s important to leverage the tools that connect your organization with your audiences. Here’s a list of enhancements to make your website work harder for your remote teams and better serve your customers during this time of social distancing: 1. A site-wide notification banner Why use a site-wide notification banner? If...

Navigating Change Series: Where Professional Meets Personal

In the first two Navigating Change videos, we talked about setting expectations for remote teams and then empowering those teams to make the expectations their own. In this addition to the Navigating Change Series, you’ll learn how to enable individuals to get the best out of themselves. With simple tools and straightforward conversations, your teams and will be...

Navigating Change Series: Downsizing well

One of the unfortunate realities of the COVID-19 crisis is the impact it has had on jobs and on the unemployment rate. Businesses of all sizes have felt the impact, with many forced to reduce their workforce and others facing a reduction in the coming weeks and months.  Any leader, from small business owner to...

Navigating Change Series: Help your teams excel in times of change

The Navigating Change Series continues with a guide to helping teams excel by empowering them to take ownership and accountability for their success during change. This is not to say they bear sole responsibility for navigating changes. Your role, as a leader, is the harder one. You have to let go of control and enable teams’ autonomy...

Building customer trust with responsible data collection

Being digital- and human-focused means we keep our eyes on how people are reacting to technology. One thing we’ve started to put more thought around when working with our clients is how we are collecting and using data that measures performance and drives innovation. Internet users are becoming more aware that websites collect and use...

Navigating Change Series: Five things for leaders to keep in mind as they support remote teams

It has been a whirlwind month since Clockworkers began working remotely. It’s hard to describe how much the world has changed in recent weeks. All of our patterns of behavior and expectations of “normal” have had to make innumerable shifts to keep up with the latest news, reality, and recommendations from government and health officials....

Navigating Change Series: Helping dispersed teams do their best

Our first installment of the Navigating Change Series is focused on a timely topic for most businesses today: how leaders can support and get the best from their people now that teams are dispersed. All change is disruptive — you know this. But you can do things to minimize the productivity “dips” that come with this disruption....

What toilet paper can tell us about organizational change

People are persuaded more by the actions of others than by any proof we can offer.— Robert Cialdini I’ve been thinking a lot lately about toilet paper. Actually, I’ve been thinking about the principle of social proof, but I wasn’t convinced that would draw you in to read this. But, really, it’s all connected. Social...

Social distancing with humanity

Given the fear and uncertainty surrounding COVID-19, we’re all considering how to best take care of our families. But it’s important to remember that, especially in times like these, we have to take care of one another. And, we need to remember the real reason we are practicing social distancing — to protect the most...