Matteo Grand // Thinking

What customer feedback tells you about your business

Collecting customer feedback is valuable, as long as you do these three not-so-simple things.

Design Thinking: a toolkit for everyone

Design Thinking is an open-source framework for building empathy for your customers and solving their problems in an iterative way.

Design’s role in saving the insurance industry (from itself)

How can design help the industry continue to deliver on its promise of providing financial security to its customers whilst still returning value to shareholders?

Constraints are a matter of perception

Constraints are generally viewed as negative, though having the right constraints can help propel you in the right direction.

Making Net Promoter Score work for your organisation

NPS can be a shallow metric unless you know what to do with it

Patterns are your friend

User Experience is one of those things that is often overlooked or over-engineered.

Designing for continuity

Making sure your designs have a fail-safe.

What is User Experience?

Often misunderstood, overlooked or an after-thought.

The importance of UX

User Experience (UX) is how a user feels when they interact with a product.

Defining empathy for your organisation

The different types of empathy and why we need to choose one.