Author Archives: Chad McAllister

How to Effectively Conduct ‘Voice of the Customer’ Research

Ascertaining your customers’ wants and needs might compare to assembling a three-dimensional jigsaw puzzle with a few pieces missing. It requires a multi-layered process that includes both qualitative and quantitative methods, as well as a structure that prioritizes customer wants and needs. The Voice of the Customer (VOC) is such a process.

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Building a Global Innovation Capability at a Large Company

An interesting thing happens in successful companies. They tend to focus on what made them successful and over time actually drive out innovation and instead develop a resistance to risk-taking. Known as the “incumbent’s curse,” examples are easily found, such as Kodak, Research in Motion, Sony, and Hewlett Packard. Find a large company and chances are high that...

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Want to Create Products Customers Love? Integrate User Experience

Chad McAllister interviews Larry Marine about about the critical steps for applying UX to product development. Larry is a User Experience expert that has helped many companies improve their products as well as design new products. He came to the field of UX through Don Norman’s Cognitive Science program at UC San Diego. Norman is frequently referred to as the father of UX and Larry learned directly from him.

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