What is the opposite of a Mystery Shopper?

Do public complaints make a difference? I’m always intrigued when people take to Twitter or other social media platforms to complain about a product or service. Firstly I’m wondering, does this actually make a difference? Do things improve? Secondly, if that person is a ‘Big-Wig’ in an organisation, I’m led to thinking… ‘I wonder if […]

What does the Military have to do with Net Zero?

Quite a lot as it happens. But first, consider this… Fleet Oaks. Fleet Oaks is the name given to oak trees that are planted with the sole purpose of providing the building material (wood, specifically oak) required for naval ships. Growing oak trees isn’t a quick enterprise. My interest was triggered by a recent Tweet […]

“Measure the Muttering…” Detecting ‘Weak Signals’

Definition – ‘to mutter’; “A barely audible utterance, especially in dissatisfaction or irritation”. In other words: something spoken, very quietly, so quiet that you can hardly hear it, it might not be exactly clear who or what it is about, It’s not exactly a fully formed complaint, it’s not written down (so it can’t be […]

Sneckdowns. The Ultimate; Desire Paths, Snowfall and User Centered Design Combo.

Desire Paths, and then some… You’ve probably heard of Desire Paths, the darling/nemesis of Urban Planners. The informal, beaten earth, muddy paths that pedestrians (people) create because they work for them. They are where the locals (people on the ground) have chosen to walk. Typically in different places to where the Architects, Engineers and Planners […]

If You Can’t Sign it, Don’t Ship it.

Owning what you create. There’s a lot to be said for feeling real sense of ‘ownership’ of the things you build, manufacture, write, create or the service you provide. Ultimately it’s all about quality. If you care about what you are doing you should be prepared to put your name to it. By ‘signing’ whatever […]