Episode 1 I was at a consumer electronics store yesterday. The salesperson was equipped with a tablet where he could access customer information, product information, look at inventory and access the infinite aisle. The purchase decision took just 10 minutes, with us feeling very optimistic about the sales experience… till it…

“You think because you understand ‘one’ you must also understand ‘two’, because one and one make two. But you must also understand ‘and’.” — Jalaluddin Rumi, Sufi Poet The problem with reductionism is that it only focuses on the parts. It breaks down a system into little components, units that…

We need to find a way of moving forward without certainty, without prescribed courses of actions or existing best practice.— Dan Hill We plan too much for the short term because it’s more certain. Let’s take a longer view — so we are not held hostage to change, but are…

Some folks are hyper organized, others are not. I fall in the latter category and land with a thud on the extreme end of chaos. Without structure my life will nose dive into an ocean of distraction and instant gratification. But then again, you’ve got to work with what you’ve…

Offering personalisation and ensuring privacy are equally important for digital businesses. But they are frenemies, often existing in a toxic relationship with each other. Personal greetings, timely context, recommendations based on interests, network, history and geography, preemptive nudges, customised offers — Customers don’t just want personalised experiences, they expect them. …

There is a lot of great advice on what it means to be a creative person today. It’s not about the job, it’s about the approach and the mindset. Creativity comes with flexibility, discipline and curiosity — and we can all do with some of that, regardless of the functions…

85% of the total mass of the universe is dark matter. It cannot be seen directly, but we know it exists because of the effect it has on the objects we can observe. Dark matter in design is composed of people across the value chain, organizational policies, rules and regulations…

A common critique of design thinking is that it generates a flood of ideas that don’t often get implemented. This is typically the outcome of one off workshops — 2 days of brainstorming and everyone has a fun time. We’ve got to understand a few things: 1. Strategic design is…

Let’s get this out of the way — No one can foretell the future, but we can anticipate change and prepare for it. Future forecasting is not about predicting the future, it’s about setting direction. …