Archive for the “Channels” category

Marginal changes and macro impacts

by Stefan Czerniawski on 11 March 2013

Fifteen years ago, I predicted the demise of the supermarket. Four years ago, I noted that that hadn’t turned out to be the greatest of predictions: I wasn’t quite daft enough to think that everybody was going to do their (…)

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Design integrity

by Stefan Czerniawski on 16 January 2013

Designing complex systems is complicated. Sometimes there are interactions between the pieces which don’t quite join up, customer journeys which turn out to have structural obstacles. Some of that can be obscured or avoided through good interface design, but sometimes (…)

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Reading and doing

by Stefan Czerniawski on 3 October 2012

The gov.uk team have released a new version of their home page. It’s now quite a long way from the simplicity of where they started – but kudos to them for respecting the discipline of user focused design. But looking (…)

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It’s bad to talk

by Stefan Czerniawski on 1 June 2012

I phoned a bank today. It was a call I didn’t need to make and which created no value for me. The bank may or may not care about that. It was a call which the bank didn’t need to (…)

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Game over

by Stefan Czerniawski on 3 September 2011

Some evenings on my way home from work, I play a small private game of chicken. Now I have played it for the last time. If there are too many people at the bus stop – and no, I don’t (…)

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On track to nowhere

by Stefan Czerniawski on 23 May 2011

There has been a lot of work in recent years on ways of improving the process of public consultation. It’s not something about which I have any great expertise or direct involvement, but I am conscious of great efforts to (…)

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Customer on a journey

by Stefan Czerniawski on 14 March 2011

Paul Clarke had been on a journey. Well two, actually. The first was to get a bit of routine business done with government, updating the photograph on his driving licence. He has written a blow by blow account of how (…)

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Cloud burst

by Stefan Czerniawski on 31 January 2011

As services improve, merge and become virtual, they disappear into the cloud. Which is fine when it’s fine, but sometimes the cloud bursts. We are, we hope, creating better ways of getting things done, but we are also unintentionally and (…)

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Aphorism 39

by Stefan Czerniawski on 8 November 2010

Even if people are technologically available, it doesn’t mean they are behaviorally available. Helge Tennø cited by Dan McQuillan

How soon is it right to ride the trend?

by Stefan Czerniawski on 25 October 2010

Truncating the axes is the oldest trick in the book, so the story this chart is telling is not quite as dramatic as the initial visual impression, but that story is still striking and important. The proportion of internet usage (…)

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