Our Thoughts

TLF Gems Newsletter June 2020

1st June 2020


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Your monthly CX and insight update from TLF Research
 
"I talk to many young painters, because I teach in art schools. I ask them: Why do you think that what you do ends at the edges of this canvas? Think of the frame. What frame are you working in? Not just that bit of wood 'round the edge, but the room you're in, the light you're in, the time and place you're in. How can you redesign it?"
Brian Eno


I often talk about design, and design thinking in particular, in these newsletters. I think it's an incredibly important perspective for organisations to adopt across the board, and especially when it comes to the customer experience.

Good design requires a complex blend of the empirical and the intuitive, of A/B tests and taste. It's also important for it to have an ethical dimension. If we can influence customer behaviour, should we? To what ends? Have we thought about the unintended consequences of our design decisions?

One thing good designers do better than most people is to see the wider context outside of the specific problem they're working on, as Eno asks his young artists to do. So...what frame are you working in?

Thanks for reading,

Stephen

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Stephen Hampshire

Client Manager, TLF Research

stephenhampshire@leadershipfactor.com


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Here's 6 things we think are worth your time this month...
 
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Orkney composer Erland Cooper has written a piece for the BBC, using hundreds of listener recordings of life during lockdown. It's beautiful, poignant, uplifting music - have a listen; and let's remember that even though science may be what helps us move on, art is how we make sense of events like the pandemic.

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Many of us will be working from home for the foreseeable future, but for those who are returning to work a strategy to do so safely is essential. Wates (a client of ours, and a company with real values at its core) has created a useful video outlining 5 steps to managing a safe return to work. The 80s synth soundtrack is a welcome change from the usual wistful piano arpeggios too!



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Interesting opinion piece on Retail Week speculating that retail supply chains, which have stood up surprisingly well to the challenges of a global pandemic, may be more threatened by a no-deal Brexit. "Unlike with coronavirus, the food may simply not be there in time in the supply chain to meet consumer demand."


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Good introductory piece on taking a design approach to the customer experience. Four useful principles, including putting the customer front and centre, and designing for both onstage and backstage. Also touches on the importance of considering costs, which is often glossed over. "Economic imperatives create a constraint that can serve as fuel for better designs."


 
 
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Interesting podcast discussion with Alberto Cairo about the importance of designing effective data visualisations, particularly in the light of some of the recklessly designed charts that have been shared around the Coronavirus pandemic. "One thing that I have learned the hard way is to be much more humble about my own assumptions...what you design is not what people see."


 
 
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Design is often touted as the solution to everything (something I'm occasionally guilty of myself). If that's true, then perhaps it's also the problem with everything? That's exactly the argument that Mike Monteiro makes in this essential book. Many things we might not be happy with, or which have destructive effects on society, are working precisely as they were designed to work. Can we do something about that? "The goal of this book is to help you do the right thing in environments designed to make it easier to do the wrong thing."




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