Things to remember

If you work in customer experience, digital product or run your own business, then these will strike a chord with you, and should be remembered at all time.

The devil is always in the detail

Devil in the Detail by David Delahunty

What goes up, can always go down – always focus on moving onwards and upwards

”up dn” by Flux

Images sourced from

Digital first isn’t an option for media, it’s the only way forward

Article of the day:

Digital first isn’t an option for media — it’s the only way forward — from @gigaom

Thoughts from the author:

Having worked within The Economist going through large digital focused change (and leading some of it!) I can understand entirely where traditional publishers are coming from … there is a history, tradition and large organisation/infrastructure focused solely on a single medium to support, and digital only will not support that.

‘Digital first’ is critical to be woven into the thinking of journalists, publishers and all within a media organisation though, as this maps for ‘where the customer is’. They are no longer buying newspapers for their daily fix of news, sport, business and timely information … those days are long gone … but this does not mean that a publisher has to be ‘digital only’.

Being ‘where the customer is’ means precisely that, and sometimes that is in a ‘lean back’ mood, and this is where the paper publication and tablet experience is focused. The jury is still out on whether people prefer paper or screen in this mode, but there are opportunities for both. Publishers need to focus on being ‘where the customer is’ and the emotional attachment they have with the medium whilst in these varying modes.

Commercialisation of both is also still a sustainable model. Having lead a number of digital media teams and organisations I can tell you that the money is there via digital, and will be there on mobile. Yet, there are a number of publishers who are embracing all mediums, even if they are mega-niche focused, they prove the model that digital and paper can work hand in hand as long as you are laser focused on what the customers want and being where they are.

Death of the PC for 1:1 communication?

This infographic from litmus asks the question; “Has your Audience gone mobile?” and for the majority of user interaction and experience the answers is a resounding ‘yes’, but for 1:1 trusted digital communication (i.e. email and messaging) the answer used to be ‘sort of’. But, this is no longer the case.

The simple and easy interface of the iPhone, the requirement of the gmail account when setting up an Android phone, and the convenience and ‘lean back’ behaviour of tablets has meant that the leading access point to email is now through a mobile interface.

This presents an integrated experience model for product managers and customer experience experts, as the device has a higher emotional attachment for the user, their is an implicit trust of the device, not just the service and can leverage totally cloud and big data platforms. Even if this does present the usual simplicity, cross-device experience and ‘screen estate’ issues, this will hopefully see increased innovation in the 1:1 and 1:few space.

Will your email ever be the same again? One thing which will be interesting to see, is the customer focus challenges, as the Millenials/Gen Y will ‘get’ this all straight away (well, already have and are onto WhatsApp and other mobile messaging), whereas the ‘Baby Boomer‘ (very large user base for email) will have to be considered and retained … all within a single messaging experience (and I don’t mean the current FB messaging!).

This is precisely what Yahoo! has been focused on, and some great advances were made (and will continue to be I am sure), hence the 48% usage within webmail clients (and it includes FB integration!), but the question is, will there be a step change in 1:1 communication and messaging? … and how will this impact the revenues and business models of Microsoft, Yahoo! and even Google and FB?



One of the most awe inspiring and beautiful views in the world is the Matterhorn on a bright, crisp, sunny morning from Zermatt.

It makes one appreciate your scale in the world at large and also that anything is possible. Will miss the mountains and their beautiful vistas, but taking with you the scale and beauty makes you, as we were saying over the weekend, ‘be more human’

Inspiration from architects

In the world of Grand Designs, architectural temples to sport, culture and governance and the rise of the ‘self help soundbite’, this book from Princeton Architectural Press provides a timely insight in the thinking and approach of world renowned architects.

There is a certain emotional attachment to great architecture, which should be applied to digital experiences. The way that a space makes you feel, the delight when something just is ‘right’ and in keeping with the patterns and the world around it. There is a lot that is already transfered across all creative disciplines, but thinking of a digital experience as a piece of architecture that is interacted with and enjoyed on a daily basis may focus more digital offerings on the customers needs and emotional side.

Some of the stand out quotes are below:

For me, every day is a new thing. I approach each project with a new insecurity, almost like the first project I ever did, and I get the sweats, I go in and start working, I’m not sure where I’m going — if I knew where I was going, I wouldn’t do it.

– Frank Gehry

I learn more from creative people in other disciplines than I do even from other architects because I think they have a way of looking at the world that is really important.

– Tom Kundig

I prefer drawing to talking. Drawing is faster and leaves less room for lies.

– Le Corbusier

It’s not a sign of creativity to have sixty-five ideas for one problem. It’s just a waste of energy.

– Jan Kaplicky



Inspiration and references/link from brainpickings