Summary

In this episode, Lucy Collins interviews Scott Fulton, Director of Digital Rebels, about the importance of evidence-based design in creating effective digital services. Scott shares his experience of becoming a digital leader and the pivotal moment when he realised the importance of user-centered design. They discuss the common mistakes organisations make in designing websites and intranets, such as being organisation-centric and not prioritising user needs. Scott emphasises the need for organisations to be open to being wrong and to prioritise customer empathy. He also shares his insights on coaching and training teams to thrive in the digital age.

Keywords

evidence-based design, user-centered design, website design, intranet design, customer empathy, coaching, training

Takeaways

• Designing digital services based on assumptions and without user evidence can lead to ineffective and unhelpful experiences for users.
• Organisations should prioritize customer empathy and be willing to admit when they don't know something, in order to gather evidence and design better digital services.
• Intranets often suffer from egocentric thinking and department-centric structures, which can result in content that is not user-driven.
• Investing in employees and providing them with the information they need to do their jobs better ultimately benefits the external customers.
• Cutting through the noise and prioritizing tasks that deliver value to customers is essential for teams to thrive in the digital age.

Titles

• Prioritising Customer Empathy and User Needs
• Common Mistakes in Website and Intranet Design

Sound Bites

• "Design your website...