Cognitive Ergonomics

Behavioral Profiling: A Toolset for Influential Design

Feb 25, 2013 11:43am

The fortunes of any commercial enterprise are behaviorally determined. Ultimately, an organization’s financial success is dependent on the ability to positively and profitably influence what customers do. This white paper describes a rigorous and comprehensive toolset, grounded in cognitive, affective and behavioral science, for surfacing how people’s experiences drive their behaviors and highlighting the product, service and experiential levers for influencing those behaviors.

Behavioral Portraits and the Design of Influential Experiences

May 13, 2010 5:24pm

“Remember… you’re unique… just like everybody else.” Although, it may be a little funny to say it that way, thank heavens for diversity! For as much as we all have in common, our lives are more interesting because we’re not …

Getting Beneath the Voice of the Customer

Aug 11, 2009 11:04am

Doesn’t it make sense that: If you want to know what customers want, just ask them. If you want to see if they’re satisfied with the experience, just ask them. If you want to know if they’re come back or …

Experience Miner: Creating Profitable, Evocative Experiences

Aug 03, 2009 7:33am

Most of the time and money organizations invest on customer experience is wasted… … because they focus on how the organization “delivers the experience”… … rather than on how customers actually “HAVE the experience”… … and how those experiences influence …

Customer Innovations: Creating Experiences that Drive Measurable Business Results

Jul 30, 2009 4:46pm

Are you losing too many customers or sales opportunities?    Are you experiencing too much negative word of mouth?    Are customers’ expectations changing faster than your company’s ability to stay ahead of the competition?    Do you have trouble aligning the efforts …

Making Experiences Memorable

Nov 12, 2008 11:20am

I went to a Jackson Browne concert with a group of friends a week ago. Yes, he’s still going strong at 60. It was a great show. He played a sufficient number of his hits, like Doctor My Eyes and …

Understanding Basic Drives and Experiential Temperament

Oct 29, 2008 11:31pm

  In many ways, we are the product of the behaviors that worked for a long line of our ancestors.  When faced with a life threatening situation, say happening upon a saber tooth tiger, our ancestors were the ones that …

Putting the “Customer” in Customer Experience Efforts

Oct 23, 2008 8:22am

  We’ve reached the point where most business leaders understand that their organization’s ability to effectively acquire, retain, and improve the profitability of customers is a direct result of the nature and quality of the experience those customers have. There …

Choice Architecture: Designing Experiences that Influence Customer Behavior

Oct 13, 2008 3:29pm

Well-designed experiences influence behavior. A well-designed customer experience can influence customers to return for additional purchases, spend more money during each purchase, and tell lots of other potential customers about the experiences they’ve had with your business, etc… In addition, …

Great Customer Experiences are Music to My Ears…

Sep 24, 2008 9:55am

Listening to music is one of the most meaningful experiences in our lives.  I’ve been spending some time thinking about how great customer experiences have a lot in common with the great music that makes a difference for people.  Here …