Insights

Satisfaction with customer service hasn't improved since 1976. With increasingly complicated, sensor-laden products, who do consumers call for help?

When we look back on an experience, we craft a narrative based on memory and emotion and the sum of our experiences. The same is true of how we process our experiences with brands.

No matter what your title is, a significant part of your job is making decisions and justifying them to others.

Change bring excitement, anxiety and lots of questions. Here are five best practices for managing change in an organization.

Educating tomorrow's engineers will take more focus on teaching creativity, inclusivity, hands-on and team learning without losing site of the fundamentals.

User-centered design is great, but it if your competitors also invest in user research it may be time to do some contrarian exercises for stronger strategy.

The video captures Delvians talking about how we got into design, what we’re most curious about, and what excites us about working here.

As part of a global weekend service experience challenge, we took the concept of quantified self to new intestinal territory.

This presentation provides an overview of user experience design, its origins, some tools and processes and how the practice may evolve in the future.

Thoughtful multi-sensory design transforms the act of opening a perfume pouch into a sensuous expression of luxury.

A Minimum Viable Product approach to product development can speed things along—if you know what you need to learn.

Finding meaning is what transforms research insights into insightful tools for initiating change.

Smart startups spend on prototypes. Different levels offer different benefits along the process journey — here are six of the most important to make.

Setting inclusive screening and recruitment criteria for design research projects can help yield the insights that will power your product design.

Have you ever read an article about design trends and wondered, “Where on earth did THAT come from?”

The Lend a Handcycle project takes a leap forward with the selection of a scissor-jack design for seat adjustability.

What are the odds a new product will still be around in two years’ time? And, how do we decide what to design today?

We polled the office on favorite branded interactions and narrowed everyone’s nominations down to 15 brands who do it well. Here’s the list of brands and the interactions we consider to be successful.

There was a lot of talk about the Internet of Things this year at SXSW Interactive 2015. And yes, there were a lot of cool Internet-things.

Recent workplace deaths involving robotic arms are a new variant of the dangers that come with using powerful tools.

An Electrolux from the '50s inspires a head-to-head comparison with a Dyson Animal. Let's just say there are some trade-offs.

International travel offers time to knit...so why not knit an experiment in uncertainty?

Progress is being made in our quest to design a fully adjustable hand cycle that can accommodate children with physical disabilities as they grow.

When it comes to innovation, it truly takes all types. Do you know if your team has all the perspectives it needs?

We did a thought experiment and traveled 50 years into the future to glimpse the future of healthcare and of the patient's user experience.

Our industrial design for the AmpStrip, a 24/7 heart rate and activity monitor, recently won a Gold Spark Award.

The worlds of physical and digital product design are on a collision course. Interaction designers should take note.

Is the IoT feeling overwhelmingly complex? Here's seven rules to extract simplicity from complex IoT product design projects.

Connected devices too often rely on a "master operator" framework that ignores the wonderfully messy realities of family life.

An energizing day at a Microsoft Accelerator Day for entrepreneurs provides a good reminder that above all, know thy customer.