Tag: Human Centred Design

Most organisations collect data for perfectly reasonable reasons. To improve the service. To understand customers. To personalise experiences. To measure… read more Would You Still Collect the Data If You Could Not Use It?

Every organisation wants attention. Without attention, customers cannot discover a product. They cannot understand an offer. They cannot use a… read more Does Your Digital Service Respect Your Customer’s Attention?

Every organisation wants customers to engage. That seems entirely reasonable. We want people to: Use the service. Find what they… read more When Does Customer Engagement Become Customer Engineering?

Who are you online? It sounds like a simple question. But the answer depends on where the question is being… read more Who Decides Who You Are Online?

Technology does more than enable transactions. Over time, it shapes expectations. What we consider normal. What we believe we must… read more Designing Technology That Leaves People in Control

Most digital systems are designed around the needs of the organisation. They collect information, observe behaviour, measure engagement, create profiles… read more Designing for Human Autonomy

Every time we interact online, a record is created. A login. A purchase. A search. A message. A click. Most… read more Why Does Every Digital Interaction Leave a Trail?

Every few weeks another organisation asks me to prove who I am. My bank knows. My employer knows. My insurer… read more Why Is My Identity Stored Everywhere Except With Me?

Every person knows this feeling. You book a holiday. You open a bank account. You use a mobile app. You… read more Why Am I Expected to Trust Everyone?

In 2006, I submitted an MSc dissertation based on a research programme that I had independently funded through my own… read more Twenty Years Later: Publishing My 2006 MSc Dissertation