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,