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Design = Differentiator #1 Design Management Institute : Design-Based Leadership in the 21 st Century Chatham MA 25October2000 [Version 01.22.01].

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I welcome to the age of ohmygod

Design = Differentiator #1Design Management Institute:Design-Based Leadershipin the 21st CenturyChatham MA 25October2000 [Version 01.22.01]

I welcome to the age of ohmygod

THE BASE CASE: I am a design fanatic. Personally, though not artistic, Im a cool-stuff guy. I love what I love and I hate what I hate. [Openly.] But it goes [much] further, far beyond the personal. Design has become a professional obsession. I - SIMPLY BELIEVE THAT DESIGN PER SE IS THE PRINCIPAL REASON FOR EMOTIONAL ATTACHMENT [or detachment] RELATIVE TO A PRODUCT OR SERVICE OR EXPERIENCE. Design, as I see it, is arguably the #1 determinant of whether a product-service-experience stands out or doesnt. Furthermore, its one of those things that damn few companies put consistently on the front burner.

I welcome to the age of ohmygod

I. Welcome to the Age of Ohmygod!

I welcome to the age of ohmygod

NOW THATS B-I-G!The period 2000-2002 will bring the single greatest change in worldwide economic and business conditions since we came down from the trees.David Schneider & Grady Means, MetaCapitalism

I welcome to the age of ohmygod

Um Eduardo Kac and Alba, the glowing* bunny rabbit!*You can thank one selfless jellyfish and several French scientists!Source: Rutland Herald (10.01.00)

I welcome to the age of ohmygod

In 25 years, youll probably be able to get the sum total of all human knowledge on a personal device.Greg Blonder, VC [was Chief Technical Adviser for Corporate Strategy @ AT&T] [Barrons 11.13.2000]

The new g e way dyb com

The [New] Ge WayDYB.com

I welcome to the age of ohmygod

The corporation as we know it, which is now 120 years old, is not likely to survive the next 25 years. Legally and financially, yes, but not structurally and economically.Peter Drucker, Business 2.0 (08.00)

Message everybody s scrambling nobody s got it right

Message: Everybodys scrambling. Nobodys got it right.

Ii the 3b problem better but boring

II. The 3B Problem:BetterButBoring!

I welcome to the age of ohmygod

Quality Not Enough!While everything may be better, it is also increasingly the same.Paul Goldberger on retail, The Sameness of Things, The New York Times

I welcome to the age of ohmygod

We make over three new product announcements a day. Can you remember them? Our customers cant!Carly Fiorina, CEO, Hewlett Packard

I welcome to the age of ohmygod

The surplus society has a surplus of similar companies, employing similarpeople, with similar educational backgrounds, working in similar jobs, coming up with similarideas, producing similar things, with similarprices and similarquality.Kjell Nordstrom and Jonas Ridderstrale,Funky Business

Message find an edge or else

Message: Find an edge. Or else.

Iii we must lead different or doomed

III. We Must Lead: Different or Doomed!

I welcome to the age of ohmygod

If you worship at the throne of the voice of the customer, youll get only incremental advances.Joseph Morone, President, Bentley College

I welcome to the age of ohmygod

These days, you cant succeed as a company if youre consumer led because in a world so full of so much constant change, consumers cant anticipate the next big thing. Companies should be idea-led and consumer-informed.Doug Atkin, partner, Merkley Newman Harty

I welcome to the age of ohmygod

The good 10 percent of American product design comes out of big-idea companies that dont believe in talking to the customer. They're run by passionate maniacs who make everybodys life miserable until they get what they want.Bran Ferren, Applied Minds/Wired 1-2001

I welcome to the age of ohmygod

Our strategies must be tied to leading edge customers on the attack. If we focus on the defensive customers, we will also become defensive.John Roth, CEO, Nortel

I welcome to the age of ohmygod

Future-defining customers may account for only 2% to 3% of your total, but they represent a crucial window on the future.Adrian Slywotzky, Mercer Consultants

Message you are paid to lead so lead

Message: You are paid to lead. So lead!

Iv design the no 1 source of passionate attachment or undying despair

IV. Design: The No.1 Source of PassionateAttachment!(Or undying despair)

Design is what why i love love

Design is WHAT & WHY I LOVE. LOVE.

I love my zyliss garlic peeler

I LOVEmy ZYLISS Garlic Peeler!

Design is why i get mad mad

Design is WHY I GET MAD. MAD.

Wanted dead preferably or alive the designer of my radio shack phone major reward

Wanted: Dead [preferably] or Alive: THE DESIGNER OF MY RADIO SHACK PHONE. Major Reward!

Design is never neutral

Design is neverneutral.

Hypothesis design is the principal difference between love and hate

Hypothesis: DESIGN is the principal difference between love and hate.

I welcome to the age of ohmygod

We dont have a good language to talk about this kind of thing. In most peoples vocabularies, design means veneer. But to me, nothing could be further from the meaning of design. Design is the fundamental soul of a man-made creation.Steve Jobs

Message engage your client in an examination exploration of why we care about stuff or don t

Message: Engage your Client in an examination- exploration of why we care about stuff. Or dont.

I welcome to the age of ohmygod

Compare 10 order forms or data fields at a Web site.Save great and awful junk mail.Go on a <$10 shopping spree.Pay attention to signage. (And instruction manuals.)Start a notebook. NOW.

V design is a great story

V. Design is a Great Story!

I welcome to the age of ohmygod

Car designers need to create astory. Every car provides an opportunity to create anadventure. The Prowler makes yousmile. Why? Because its focused. It has aplot, a reason for being, apassion.Freeman Thomas, co-designer VW Beetle; designer Audi TT

I welcome to the age of ohmygod

Experiencesare as distinct from services as services are from goods.Joseph Pine & James Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage

Hmmmm only words story adventure smile focus plot passion

Hmmmm(?): Only Words StoryAdventureSmile FocusPlotPassion

I welcome to the age of ohmygod

PlotWilliams Sonoma = 6 [was 10]Crate & Barrel = 8Sharper Image = 9+Smith & Hawken = 8+Garnet Hill = 9L.L. Bean = 5 [was 9+]Lands End = 7+Colonial Williamsburg = ?

I welcome to the age of ohmygod

Great Design is CheekyCEO Richard Bransons stated hurdle for any new Virgin product or service: best quality, good value, innovative, challenge existing alternatives, sense of fun or cheekiness

Message what s the plot is a compelling exercise

Message: Whats the plot? is a compelling exercise!

Vi design defined

VI. DesignDefined

I welcome to the age of ohmygod

I wish more money and time was spent on designing an exceptional product, and less on trying to psychologically manipulate perceptions through expensive advertising. Phil KotlerSource: Design Council [UK]

I welcome to the age of ohmygod

Design is a way of demonstrating how beautiful something can be. It has a very profound quality. Design is a way of changing life and influencing the future. Sir Ernest Hall, Dean CloughSource: Design Council [UK]

I welcome to the age of ohmygod

It was a revelation to discover how design could change peoples behaviour. I learnt that simply by altering the graphic content of an exhibit you could double the number of people who visited it. Gillian Thomas, The Science MuseumSource: Design Council [UK]

I welcome to the age of ohmygod

The future will fascinate. A place where experience becomes more important than information, truth more important than technology, and ideas the only global currency. - Ralph Ardill, ImaginationSource: Design Council [UK]

I welcome to the age of ohmygod

Whats imperative is the creation of a style that becomes a culture linking you to the community. You can only do that through good design. Anita RoddickSource: Design Council [UK]

I welcome to the age of ohmygod

Outstandingly good design in service industries is not an optional extra. It is an essential part of everything a company does, and what it stands for. Richard Dykes, MD, Royal Mail Design is one of the few tools that, for every $ you spend, you actually say something about your business. You have it in your power to use design to further the wealth and prosperity of your business. Raymond Turner, BAASource: Design Council [UK]

I welcome to the age of ohmygod

Designers are people who think with their hearts. James, age 10. If there were no design there would be nothing to do, and nothing would progress or get better. The world would fall apart. Anna, age 11. My favourite design is the Nike tick because it makes me feel confident, even though I am not so good at sports. Raoul, age 11.Source: Design Council [UK]

Vii great design is respectful

VII. Great Design is Respectful

User stop blaming yourself don norman design of everyday things

User STOP BLAMING YOURSELF!(Don Norman/Design of Everyday Things)

I welcome to the age of ohmygod

Sometimes I have episodes of wild fury in rental cars. Its not road rage. Its more like design rage.Susan Casey, www.ecompany.com

Paradox great design wow grace usability writ large

Paradox [?][!]Great Design = WOW! + GRACE[usability writ large]

I welcome to the age of ohmygod

My favorite word is grace whether its amazinggrace, saving grace, graceunder fire, Grace Kelly. How we live contributes to beauty whether its how we treat other people or the environment.Celeste Cooper, designer

I welcome to the age of ohmygod

Lust for beauty and elegance underpins the most important discoveries in computational history. The beauty of a proof or a machine lies in a happy marriage of simplicity and power. Beauty is the ultimate defense against complexity. A good programmer can be at least a hundred times more productive than an average one. The gap has little to do with technical or mathematical or engineering training and much to do with taste, good judgment, aesthetic gifts.David Gelernter, Machine Beauty: Elegance and the Heart of Technology

Message usability rules grace is a better word than usability

Message: Usability rules! Grace is a better word than usability.

Step no 1 notebook power start recording the awesome the awful

Step No. 1:NOTEBOOK POWER![Start recording the awesome & the awful]

Viii design is not about expensive lumps

VIII. Design is notabout Expensive Lumps!

I welcome to the age of ohmygod

The I.D. [International Design] Forty*Airstream Alfred A. Knopf Apple Computer Amazon.com Bloomberg Caterpillar CNN DisneyFedEx Gillette IBM Martha Stewart New Balance Nickelodeon Patagonia The New York Yankees 3M Etc. * List No. 1, 1999

I welcome to the age of ohmygod

Lady Sensor, Mach3, and $70M on developing the OralB CrossAction toothbrush23 patents, including 6 for the packagingSource: www.ecompany.com [06.00]

I welcome to the age of ohmygod

Design Transforms even the [Biggest] Corporations!TARGET the champion of Americas new design democracy (Time) Marketer of the Year 2000 (Advertising Age)

Message design applies to 1 service companies 2 departmental affairs 3 79 cent items

Message: Design applies to (1) service companies, (2) departmental affairs, (3) 79-cent items.

Ix design is the web

IX. Design is the Web!

I welcome to the age of ohmygod

The Web enables total transparency.People with access to relevant information are beginning to challenge any type of authority. The stupid, loyal and humble customer, employee, patient or citizen is dead.Kjell Nordstrom and Jonas Ridderstrale, Funky Business

Shop in your underwear source sm d logo for www ae com ae american eagle outfitters

Shop in your UnderwearSource: SMd logo for www.ae.comae = American Eagle Outfitters

I welcome to the age of ohmygod

The MySimon ModelMySimon renders obsolete the value-added role of the trained salesperson and goes beyond the role of the typical e-retailer. Rather than selling the product, MySimon acts as a personal advisor to guide the customer to a source for purchase. The company generates revenue from vendor slotting fees and advertising.Richard Wine & David Morrison, Beyond the Exchange: The Future of B2B (HBR, 11-12/2000)

Psych 101 strongest force on earth my need to be in perceived control of my universe

Psych 101: Strongest Force on Earth?My need to be in perceived control of my universe!

I welcome to the age of ohmygod

Most companies would do more business on the Internet if they fired their entire marketing department and replaced it with people who could produce interactive content that actuallymade it easier for users to buy.Jakob Nielsen, Nielsen Norman Group

Red herring 01 00 75 of online shoppers don t complete their purchase

Red Herring (01/00)75% of online shoppers dont complete their purchase!

I welcome to the age of ohmygod

Nielsen/Designing Web UsabilityAll Web projects are customer-interface projects!Simplicity rules!Make it easy for customers to perform useful tasks!Less cool, more useful!Speed rules!

I welcome to the age of ohmygod

SWASimple!!!!!!!!!!!!(customers call because the process is so easy they cant believe theyre done)30% of revenues directly from SWA site(vs. 6% for others)Source: Business Week (09.00)

I welcome to the age of ohmygod

One Persons Opinion [11.2000]TP to reporter: Service is MUCH better! Would you go back to bank tellers and phone operators? Value that I place on a smile: 3 on a scale of 10. Value I place on fast digital response: 11 on a scale of 10!!

Web pure design medium


Web a dreamer s medium


I welcome to the age of ohmygod

There is no use trying, said Alice. One cant believe impossible things. I daresay you havent had much practice, said the Queen. When I was your age, I always did it for half an hour a day. Why, sometimes Ive believed as many as six impossible things before breakfast.Lewis Carroll

I net allows you to dream dreams you could never have imagined before

Inet allows you to dream dreams you could never have imagined before!

Message the web is the no 1 entr e for designers into the mainstream ever

Message: The Web is the No. 1 entre for designers into the mainstream! Ever!

X caution beware look alike cool

X. Caution: Beware Look Alike Cool

I welcome to the age of ohmygod

Message: All the cool stuff looks [exactly] like all the other cool stuff in this, THE BRIGHT NEW AGE OF DESIGN.

Against smoothness harper s magazine 07 2000

Against Smoothness(Harpers Magazine 07.2000)

I welcome to the age of ohmygod

Our innate idiosyncrasies are actually more endearing to others than our most glorious achievements. Veronique Vienne, The Art of Imperfection.Glorious imperfections Sam Phillips, Sun Records, on identifying & presenting raw talent

Message buy a new cad package or a set of pencils

Message: Buy a new CAD package. Or a set of pencils.

Xi design work piss on dilbert

XI. Design & Work: PissonDilbert!

N w o was is is

Pine-paneled Office

Address: 1 Big Man Plaza




Rank conscious

Pretense (Failures are

for fools.)

I love Yes men


Seat 9B, UA233

Address: Rick@Corp.com

Typing: 60 WPM

Casual M-F


We are a HOT Team

Screwing up is as normal as breathing

I love Misfits!

I love partners

N.W.O.:WasIs Is

White collar revolution

White Collar Revolution!

So what will be the basic building block of the new org

So what will be the Basic Building Block of theNew Org?

Answer psf professional service firm department head to managing partner hr is etc inc

Answer: PSF![Professional Service Firm]Department Headto Managing Partner, HR [IS, etc.] Inc.

Credo work worth paying for


New orleans april 2000 napm

New OrleansApril 2000: NAPM

You are the rock stars of the b2b age

Youare the Rock Stars of the B2B Age!

I welcome to the age of ohmygod

P.S.F.: SummaryH.V.A. Projects (100%)Pioneer ClientsWOW Work (see below)Hot Talent (see below)Adventurous culturePoint of View (Methodology)W.W.P.F. (100%)When: Now!

Message prove your worth e g get outside work

Message: Prove your worth! [E.g., get outside work.]

The wow project

The WOW Project!

Reward excellent failures punish mediocre successes phil daniels sydney exec

Reward excellent failures. Punish mediocre successes.Phil Daniels, Sydney exec



  • WOW!

  • Beauty!

  • Raving Fans!

  • Impact!

T t d things to do now

T.T.D./Things To Do: Now!

  • List all projects

  • Carefully describe a WOW Outcome for you and the Client

  • Score (!)all projects on WOW, Beauty, Impact, Raving Fan-hood

  • Pick one project with a high combined score

  • Draft a one-page New Description that emphasizes WOW, Beauty, etc.

  • Circulate and edit for three days

  • Reduce to 5 [scintillating] bullet points

Message buy your top management a jillion copies of the project50 teach wow

Message: Buy your top management a jillion copies of The Project50. Teach WOW.

Xii get over it designers all you need is one

XII. Get Over It Designers: ALLYOUNEEDISONE!

Topic boss free implementation of stm stuff that matters

Topic: Boss-free Implementation of STM/Stuff That MATTERS!

This is all i know in the world tom peters

This is all I know in the world!Tom Peters

I the idea 4fs f ind a f ellow f reak f araway

I. THE IDEA4Fs: Find a FellowFreak Faraway

World s biggest waste selling up

Worlds Biggest Waste Selling Up

I welcome to the age of ohmygod

Recruit [a/a = 1] Friend [in the Boondocks]Skip [Flip off] the Hierarchy!Recruit [A]nother Friend!Do Some Cool Shit! Fast!Surround the Bastards [with WOW WINS/ results]!

Heart of the matter f2f freak to freak or k2k kook to kook

Heart of the MatterF2F!**Freak to Freak or K2K [Kook to Kook]

Lead customers k2k redux

Lead customers!K2K redux!

Alliance skills let the freak pioneer customer pay part own part and lead us push us

Alliance Skills!Let the [Freak-Pioneer] Customer Pay Part, Own [Part], and Lead Us - Push Us!

I welcome to the age of ohmygod

Great + risky design is always [??] a product of engaging the Client from the start in a journey to the unknown.

Create a personal university of weird ap to tp make your own mckinsey

Create a Personal University of Weird!**AP to TP: Make your own McKinsey.

Ii the nugget do something do anything get going now

II. THE NUGGETDoSomething.DoAnything.GetGoing.Now.

Opportunity always knocks vfcj strategy volunteer for crappy jobs

Opportunity ALWAYS Knocks VFCJ*Strategy*Volunteer For Crappy Jobs

I welcome to the age of ohmygod

Reframers Rules:Rule 1:Never accept an assignment as given! (Please.)Rule 2:Youre never so powerful as when you are powerless!Rule 3:Every small project contains the entire enterprise DNA!

Iii the soft stuff show up connect infect

III. THE SOFT STUFFShow Up!Connect!Infect!

Message it s community organizing stupid see saul alinsky s rules for radicals

Message:Its Community Organizing, stupid!See: Saul AlinskysRules for Radicals

I welcome to the age of ohmygod

It was much later that I realized Dads secret. He gained respect by giving it. He talked and listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and listened to a bishop or a college president.He was seriously interested in who you were and what you had to say.

Sara Lawrence-Lightfoot, Respect

P s mark mccormack 5 000 miles for a 5 min meeting

P.S. Mark McCormack: 5,000 miles for a 5 min. meeting.

Iv bottom line the enemy


I welcome to the age of ohmygod


Death is only one of many ways to lose your life alvah simon north to the night

Death is only one of many ways to lose your life.Alvah Simon, North to the Night

I welcome to the age of ohmygod

Characteristics of the Also rans*Minimize riskRespect the chain of commandSupport the bossMake budget*Fortune, article on Most Admired Global Corporations

I welcome to the age of ohmygod

The greatest dangerfor most of usis not that our aim istoo highand we miss it,but that it istoo lowand we reach it.Michelangelo

Message find one freak forget selling up quit bitching about powerlessness

Message: Find one freak. Forget selling up. Quit bitching about powerlessness.

Xiii design the individual self design

XIII. Design & the Individual:Self-design!

Design is the considered presentation of me


2010 demographics by 2010 full time workers will be in the minority source mit study 28august2000

2010 Demographics:By 2010, full-time workers will be in the minoritySource: MIT study (28August2000)

I welcome to the age of ohmygod

New World of Work< 1 in 10 F500#1: Manpower Inc.Freelancers/I.C.: 16M-25MTemps: 3M (incl. CEOs & lawyers)Microbusinesses: 12M-27MTotal: 31M-55MSource: Daniel Pink, Free Agent Nation

I welcome to the age of ohmygod

If there is nothing very special about your work, no matter how hard you apply yourself, you wont get noticed, and that increasingly means you wont get paid much either.Michael Goldhaber, Wired

You are the storyteller of your own life and you can create your own legend or not isabel allende

You are the storyteller of your own life, and you can create your own legend or not.Isabel Allende

When was the last time you asked what do i want to be sara ann friedman work matters

When was the last time you asked, What do I want to be? Sara Ann Friedman, Work Matters

I welcome to the age of ohmygod

I am an American, Chicago born, and go at things as I have taught myself, free-style, and will make the record in my own way.Saul Bellow, The Adventures of Augie March

I welcome to the age of ohmygod

The time seems appropriate to rethink the notions of self and identity in this rapidly changing age Tara Lemmey, Project LENS, past president Electronic Frontier Foundation

I welcome to the age of ohmygod

My work is a series of projects. My life is a series of moves. What can I connect to? My community. Carnegie Mellon student [Fast Company]

I don t think there s anything worse than being ordinary american beauty

I dont think theres anything worse than being ordinary.American Beauty

The i work for a company called me street journal adventures in capitalism

THE I work for a company called Me STREET JOURNALAdventures in Capitalism

The rise up and flee your cubicle street journal adventures in capitalism

THE rise up and flee your cubicle STREET JOURNALAdventures in Capitalism

I welcome to the age of ohmygod

Some people enjoy the corporate life.Then again, some people enjoy nipple clamps.Source: Ad tag line, FreeAgent.com

I welcome to the age of ohmygod

Message: This is an impact issue. Designers: Attach yourself to HR. Enhance the value of the Talent Pool by helping others with designing Brand You.

Xiv design the all out war for talent

XIV. Design & The All-Out WARFORTALENT!

I welcome to the age of ohmygod

When land was the productive resource, nations battled over it. The same is happening now for talented people.Stan Davis & Christopher Meyer, futureWEALTH

I welcome to the age of ohmygod

Sellers Market: Tomorrows Headline*Molecular biologists are up 3 points, economists down 1/4, in moderate trading*futureWEALTH, Stan Davis and Christopher Meyer

I welcome to the age of ohmygod

The leaders of Great Groups love talent and know where to find it. They revel in the talent of others.Warren Bennis & Patricia Ward Biederman, Organizing Genius

I welcome to the age of ohmygod

Diversity defines the health and wealth of nations in a new century. Mighty is the mongrel. The hybrid is hip. The impure, the mlange, the adulterated, the blemished, the rough, the black-and-blue, the mix-and-match these people are inheriting the earth. Mixing is the new norm. Mixing trumps isolation. It spawns creativity, nourishes the human spirit, spurs economic growth and empowers nations.G. Pascal Zachary, The Global Me: New Cosmopolitans and the Competitive Edge

I welcome to the age of ohmygod

The Cracked Ones Let in the LightOur business needs a massive transfusion of talent, and talent, I believe, is most likely to be found among non-conformists, dissenters and rebels.David Ogilvy

I welcome to the age of ohmygod

Message: Design - writ large, as the Mother of Passion dramatically affects the all importantGreat Place to Workvalue proposition.

Xv design the all out war for talent women rule


Women and new economy management

Women and new-economy management

I welcome to the age of ohmygod

Womens Strengths: link [rather than rank] workers; favor interactive-collaborative leadership style [empowerment > top-down decision making]; sustain fruitful collaborations; comfortable with sharing information; see redistribution of power as victory, not surrender; favor multi-dimensional feedback; value interpersonal & technical skills, group & individual contributions equally; readily accept ambiguity; honor intuition as well as pure rationality; inherently flexible; appreciate cultural diversitySource: Judy B. Rosener, Americas Competitive Secret

I welcome to the age of ohmygod

AS LEADERS, WOMEN RULE: New Studies find that female managers outshine their male counterparts on almost every measureTitle, Special Report, Business Week, 11.20.00

I welcome to the age of ohmygod

Tomorrow belongs to women.Helen Fisher, The First Sex: The Natural Talents of Women and How They Are Changing the World

S estrich sex power the magic number 3 partners tenured profs directors

S. Estrich, Sex & Power: The Magic Number 3! [Partners, Tenured Profs, Directors]

I welcome to the age of ohmygod

Would Congress [the Boardroom] be a different place if half the members were women?From Sex and Power, Susan Estrich

I welcome to the age of ohmygod

Message: Put women in charge! Watch the newly important new economy stuff rise to the top of the strategic agenda!

Xvi design weird wins

XVI. Design: WEIRD Wins!

I welcome to the age of ohmygod

Jane Jacobs:Exuberant Varietyvs. the Great Blight of Dullness.F.A. Hayek:Spontaneous Discovery.Joseph Schumpeter:theGales of Creative Destruction.

I welcome to the age of ohmygod

Saviors-in-WaitingDisgruntled CustomersFringe CompetitorsRogue EmployeesEdge SuppliersWayne Burkan, Wide Angle Vision: Beat the Competition by Focusing on Fringe Competitors, Lost Customers, and Rogue Employees

I welcome to the age of ohmygod

Enormous sums of money are invested to reduce cycle time, improve quality, reengineer Much of this money is simply wasted. The waste is due to companies inability to develop wide-angle vision and tap into the power of the edge.Wayne Burkan, Wide Angle Vision: Beat the Competition by Focusing on Fringe Competitors, Lost Customers, and Rogue Employees

I welcome to the age of ohmygod

Fighter Pilots Snipers Secret Service Agents:Splatter Vision[dont become too focused]Wayne Burkan, Wide Angle Vision: Beat the Competition by Focusing on Fringe Competitors, Lost Customers, and Rogue Employees

I welcome to the age of ohmygod

Message: (1) Make sure youre hangin with Cool Dudes. (2) Designers ought to stick their noses [and every other body part] into everyones business! Design sensibility rules everything!

Xvii design the most beautiful systems win

XVII. Design: The Most Beautiful Systems Win!

Design beauty is fred s s mediocre thesis and herb k s napkin

Design + Beauty is Fred S.s mediocre thesis and Herb K.s napkin.

I welcome to the age of ohmygod

ProgressiveWe dont sell insurance anymore.We sell speed. Peter LewisDigital cameras, wireless Net links, etc.:SOME CLAIMS PAID WITHIN 20 MINUTES!Source: Business Week (09.00)

Great design one page business plan jim horan

Great design = One-page business plan (Jim Horan)

First steps beauty contest

First Steps: Beauty Contest!

  • Select one form/document: invoice, air bill, sick leave policy, customer returns-claim form

  • Rate the selected doc on a scale of 1 to 10 [1 = Bureaucratica Obscuranta/ Sucks; 10 = Work of Art] on three dimensions: Beauty, Grace, Clarity

  • Re-invent!

  • Repeat, with a new selection, every 15 working days.

Message systems business is design business inject yourself

Message: Systems business isdesign business. Inject yourself!

Design rules literally palm beach county s u c b utterly confusing ballot

Design Rules! [Literally]Palm Beach Countys U.C.B.* [*Utterly Confusing Ballot]

Xviii design marketing to women opportunity no 1

XVIII. Design & Marketing toWomen: Opportunity No.1 ??!!

I welcome to the age of ohmygod

?????????Home Furnishings 94%Vacations 92%Houses 91%Consumer Electronics 51% Cars 60% (90%)All Consumer Purchases 83%Bank Account 89%Health Care 80%

I welcome to the age of ohmygod


Riding lawnmowers

Riding Lawnmowers

I welcome to the age of ohmygod

48% working wives > 50%80% checks61% bills53% stock (mutual fund boom)43% > $500K95% financial decisions/ 29% single handed

I welcome to the age of ohmygod

Women 50+%(!!!) of Web users; 6 of 10 new users; 83% of wired women are primary decision makers for family healthcare, finances, education.Source: Business Week; Jupiter Communications

4 8t japan 1 9 27 5 3 6t germany

$4.8T > Japan [= #1]9/27.5/$3.6T > Germany

Yeow 1970 1 2002 50

Yeow!1970 1%2002 50%

I welcome to the age of ohmygod

Carol Gilligan/ In a Different VoiceMen: Get away from authority, familyWomen:ConnectMen: Self-orientedWomen:Other-orientedMen: RightsWomen:Responsibilities

I welcome to the age of ohmygod

FemaleThink/ PopcornMen and women dont think the same way, dont communicate the same way, dont buy for the same reasons.He simply wants the transaction to take place. Shes interested in creating a relationship. Every place women go, they make connections.

I welcome to the age of ohmygod

[Men seem like loose cannons. Men always move faster through a stores aisles. Men spend less time looking. They usually dont like asking where things are. Youll see a man move impatiently through a store to the section he wants, pick something up, and then, almost abruptly hes ready to buy. For a man, ignoring the price tag is almost a sign of virility.Paco Underhill, Why We Buy*(*Buy this book!)]

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Women and HealthcareWomen are more dissatisfied, frustrated by the way they are treatedand spoken down toby physicians, seek more information, are more pressed for time and make 75% of health care decisions and control 2/3 of health care $$$$ [and constitute 2/3 of health care employees].Source: Patricia Braus, Marketing Healthcare to Women

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Women and Financial AdvisorsWomen want a plan, to be listened to,to be taken seriously, to read about it, to think about it.Women do not want an in-your-face sales pitchSource: Kathleen Boyle, Wheat Boyle Butcher Singer

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Women Beat Men at Art of InvestingSource: Miami Herald, reporting on a study by Profs. Terrance Odean and Brad Barber, UC Davis(Cause: Guys are in and out of stocks more often; women choose carefully and hold on for the long term)

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JBQ: Stop Treating Women Investors Like Idiots!Why all this focus on women and our lack of investment guts? A far greater problem, it seems to me, is trigger-happy speculation, mostly by men. The kind of guys whose family savings went south with the dot-coms. Imagine a list of their money mistakes: Shoot from the hip. Overtrade their accounts. Believe theyre smarter than the market. Think with their mouse rather than their brain. Praise their own genius when stocks go up. Hide their mistakes from their wives.Source: Newsweek 01.08.01

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Marketing to Women: Help Them Save Time!80% work86% cook58% run errands with kids38% take child to school21% go to the gym21% take outside classes

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E.g.: Genetically Altered FoodWould eat: M, 71%; F, 50%Give to children: M,59%; F,37%Pay more for non-altered: M,35%; F, 47%Source: www.pulse.org & USA Today

Read this book eveolution the eight truths of marketing to women faith popcorn lys marigold

Read This Book EVEolution: The Eight Truths of Marketing to WomenFaith Popcorn & Lys Marigold

Eveolution truth no 1 connecting your female consumers to each other connects them to your brand

EVEolution: Truth No. 1Connecting Your Female Consumers to Each Other Connects Them to Your Brand

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The Connection Proclivity in women starts early. When asked, How was school today? a girl usually tells her mother every detail of what happened, while a boy might grunt, Fine. EVEolution

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[The Hollywood scripts that men write tend to be direct and linear, while womens compositions have many conflicts, many climaxes, and many endings.Helen Fisher, The First Sex: The Natural Talents of Women and How They Are Changing the World]

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Women speak and hear a language of connection and intimacy, and men speak and hear a language of status and independence. Men communicate to obtain information,establish their status, and show independence. Women communicate to create relationships, encourage interaction, and exchange feelings.Judy Rosener, Americas Competitive Secret

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Men & women on ambiguous problem [no answer]: MEN: quickly arrive at right answer WOMEN: longer time, multiple options in if, then formSource: Judy Rosener, Americas Competitive Secret

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Weight Watchers International ModelWhat if ExxonMobil or Shell dipped into their credit card database to help commuting women interview and make a choice of car pool partners?What if American Express made a concerted effort to connect up female empty-nesters through on-line and off-line programs, geared to help women re-enter the workforce with todays skills?EVEolution

Women don t buy brands they join them faith popcorn eveolution

Women dont buy brands. They join them.Faith Popcorn, EVEolution

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The New New Jiffy LubeIn the male mold, Jiffy Lube wasgoing all out to deliver quick, efficient service. But, in the female mold, women were being turned off by the lets get it fixed fast, no conversation required experience.New JL: Control over her environment. Comfortin the service setting. Trust that her car is being serviced properly. Respectfor her intelligence and ability.EVEolution

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STATEMENT OF PHILOSOPHY: I am a businessperson. An analyst. A pragmatist. The enormous social good of increased womens power is clear to me; but it is not my bailiwick. My game is haranguing business leaders about my fact-based conviction thatwomens increasing power leadership skills and purchasing power is the strongest and most dynamic force at work in the American economy today. Dare I say it as a long-time Palo Altan THIS IS EVEN BIGGER THAN THE INTERNET!Tom Peters

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27 March 2000: email to TP from Shelley Rae Norbeck I make 1/3rd more money than my husband does. I have as much financial pull in the relationship as he does. Id say this is also true of most of my women friends. Someone should wake up, smell the coffee and kiss our asses long enough to sell us something! We have money to spend and nobody wants it!

Message men cannot design for women s needs period

Message: Men cannot design for womens needs. Period.

Xix design the aging opportunity no 1a

XIX. Design & the Aging: Opportunity No. 1A ??!!

Subject marketers stupidity it s 18 44 stupid

Subject: Marketers & StupidityIts 18-44, stupid!

Subject marketers stupidity or is it 18 44 is stupid stupid

Subject: Marketers & StupidityOr is it: 18-44 is stupid, stupid!

2000 2010 stats 18 44 1 55 21 55 64 47

2000-2010 Stats18-44: -1%55+: +21%(55-64: +47%)

Aging elderly i m in charge

Aging/Elderly$$$$$$$$$$$$Im in charge!

Priorities aging elderly experiences convenience comfort access respect

Priorities: Aging/ElderlyExperiences Convenience Comfort Access Respect!

Message you wanna be relevant this is a very big deal listen up

Message: Youwanna be relevant? This is a [VERY] Big Deal. Listen up.

Xx design cornerstone of the age of the brand

XX. Design = Cornerstone of the Age of the Brand

Who are you these days tp to client

WHO ARE YOU[these days] ?TP to Client

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We are in the twilight of a society based on data. As information and intelligence become the domain of computers, society will place more value on the one human ability that cannot be automated: emotion. Imagination, myth, ritual - the language of emotion - will affect everything from our purchasing decisions to how we work with others.Companies will thrive on the basis of their stories and myths.Companies will need to understand that their products are less important than their stories.Rolf Jensen, Copenhagen Institute for Future Studies

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Products from the major competing companies around the world will become increasingly similar. Inevitably this means that the whole of a companys personality, its identity will become the most significant factor in making a choice between one company and its products and another.Wally Olins, Corporate Identity

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Young people entering the labor market already have two televisions, the latest mobile phone, a car and a wardrobe full of clothes. No matter how important material values may be, there is more to life the employee of the future is seeking meaning and value. I am convinced that this change in attitudes will be the strongest driving force in the markets of the future. Moving from the physical to the metaphysical world entails moving from the product-oriented economy to a new Value Economy. The most important thing a company offers will be the Value your products convey to the customer. People will seek out brands that fulfill new and growing needs. We will demand the unique, because, on the physical level, we can have anything we want. This, for most companies, will demand a dramatic change in thinking..Jesper Kunde, A Unique Moment

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Most executives have no idea how to add value to a market in the metaphysical world. But that is what the market will cry out for in the future. There is no lack of physical products to choose between.Jesper Kunde, A Unique Moment [on the excellence of Nokia, Nike, Lego, Virgin et al.]

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Most companies tend to equate branding with the companys marketing. Design a new marketing campaign and, voila, youre on course. They are wrong. The task is much bigger. It is about fulfilling our potential not about a new logo, no matter how clever. WHAT IS MY MISSION IN LIFE?WHAT DO I WANT TO CONVEY TO PEOPLE?HOW DO I MAKE SURE THAT WHAT I HAVE TO OFFER THE WORLD IS ACTUALLY UNIQUE? The brand has to give of itself, the company has to give of itself, the management has to give of itself. To put it bluntly, it is a matter of whether or not you want to be UNIQUE NOW.Jesper Kunde, A Unique Moment

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Client: Were not like Nike! We sell paper clips , 9mm bolts, who can be bothered?JK: The whole world can be bothered if you brand them well. Nike does not actually sell shoes.Nike sells the experience of using Nikes, the feeling of being a winner.And they condense the message into just three words: Just Do It! It is a question of being the only one, of offering the market something unique.Source: Jesper Kunde, The Unique Moment

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You cant survive floating on the tide, assessing the competition, conducting surveys to find out what your customers want right now. What do you want? What do you want to tell the world in the future? What does your company have that will enrichtheworld? You must believe in that it strongly enough to become unique at what you do.Jesper Kunde, The Unique Moment

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Customers will follow the brand into new product categories as long as the brand lives up to its values. Thats why I think value positions will separate the winners from the losers.Jesper Kunde, The Unique Moment

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Brand = You Must Care!Success means never letting the competition define you. Instead you have to define yourself based on a point of view you care deeply about.Tom Chappell, Toms of Maine

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Message: THIS IS THE BIG ENCHILADA. Case logic: (1) Brand is it. (2) Brand = Emotional reaction. (3) Design is THE KEY to emotional reaction.(4) Designers are the key to the strategic success of the enterprise. [If theyd only flick the chip off their collective shoulders.]

Xxi design leadership passion technicolor rule

XXI. Design & Leadership: Passion & Technicolor Rule!

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Brand Leadership!A key perhaps the key to leadership isthe effective communication of a story.Howard GardnerLeading Minds: An Anatomy of Leadership

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Create a Cause, not a business. Gary Hamel, Fortune (06.00), on re-inventing a company to survive in the 00s (Exemplar #1: Charles Schwab)

I am a dispenser of enthusiasm benjamin zander

I am a dispenser of enthusiasm.Benjamin Zander

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Message: Designers appropriately considered are the script writers for The Compelling Story called OurCompanyMattersBecause

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