- Be skeptical. The truth is always slightly to the left.
- Do just enough. And build momentum.
- Making mistakes means you’re making decisions.
- Stay small, go guerrilla.
- There are known knowns, known unknowns and unknown unknowns – keep this in mind.
- Don’t lead users, bloody listen!
In steps the publisher Econsultancy. They liked it and wanted to publish a guide for the industry from us at Joylab - there was and is a real need to understand how to design for omni-channel experiences. However, it needed to be a little more 'detailed' as they put it. So over the next few months I wrote a more detailed guide, formuating my approach and giving it context. I ended up writing what felt like a dissertation again! For several years now the work I've done has been much more service & product delivery orientated, designing for user touch-points across many channels i.e. web, mobile, social, to physical (e.g. events to in-store). However, my approach has remained the same, flexing across this, regardless of industry too (e.g. retail, charity, arts events, pharmaceutical). Where it has changed, has been an embrace of our developing industry practice across UX and IT: Agile project methodologies, LeanUX, start-up product development like creating MVPs through to the wonderfully developing [and sometimes worryingly] persuasive design approaches many practitioners are increasingly needing to employ. While writing this paper, I was keen to express my approach within a UX design context historically. I found myself increasing looking backwards across design and IT, to Skunkworks methodologies from the 1950s and rapid prototyping from the 1980s - to understand the position of my approach. Since writing the report, I've run multiple other projects, from short hacks to bigger design projects. In addition, I've had the opportunity to talk at several events to explain the approach:
How to run a pop-up labA guide to taking control of your omni-channel future...more
- Innovation in retail - using pop-up labs to design for omni-channel experiences (Emerce E-retail, Spant, Holland, Mar 2015)
- Innovation & change through rapid R&D: run a pop-up lab (TFM&A conference, London, Mar 2015)