AI & technology
8 Ways to Earn Trust in AI: Beyond Promises and Disclaimers
Ethical AI should be something people can verify, not simply something companies promise.
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Observe closely.
Question the obvious.
Perspectives on customer evidence, experience strategy, and the systems that shape service outcomes.
Ideas and interpretation from the Gumshoe practice. Read the argument, examine the evidence, and consider what it changes.
See the work behind the thinking ↗Design & delivery
Real Data Exposes the Assumptions in a Prototype
A mockup can look complete while representing only a narrow range of the information a service needs to handle.
Read the field noteAI & technology
AI Doesn't Replace Expertise. It Distributes the Frameworks Behind It.
AI can make specialist methods more accessible. Human judgment still determines whether the findings deserve to be trusted.
Read the field noteResearch & evidence
Leveraging Personas to Make Better Business Decisions
As a young boy I eagerly looked forward to Sunday nights. After dinner and a warm bath, I would sit in front of the television and watch The Muppet Show with my family. As a grade-schooler, it felt as if my family would …
Read the field noteDesign & delivery
The Case for Pruning
Pruning, or the selective removal of specific branches or stems, is an important maintenance practice that helps to keep your trees healthy for many years to come. Important reasons to prune mature trees include …
Read the field noteDesign & delivery
What is Service Design: Part 3 – Service Blueprinting
Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the employee experience and, directly and indirectly, the customer’s experience. I …
Read the field noteDesign & delivery
What is Service Design: Part 2 – Journey Mapping
Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the employee experience and, directly and indirectly, the customer’s experience. I …
Read the field noteResearch & evidence
What is Service Design: Part 1 - Personas
Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the employee experience and, directly and indirectly, the customer’s experience. I …
Read the field note