Every customer or employee wants to achieve progress, and your organization is either helping them toward or pushing them away from achieving their ideal state and the progress they need to get there. In order to truly be of service to your customers and employees, you need to understand their functional and emotional needs. Isolating and identifying the progress most important to your audience is crucial in the process of you knowing what things are happening and why, so that you can strategize on what to do about it. Welcome to “Needs 101” with Whitney Driscoll.

With a bottom-up lens, business impacts are proven by the success of the employee and customer relationship. That relationship is what every organization should be trying to build. Whitney Driscoll discusses how in our projects at Cast & Hue, we have seen tremendous value in combining customer and employee experience feedback to get a clearer picture and understanding in our research. These valuable insights serve future decisions, benchmarks, products, and innovations that ultimately put the right people first.

Starting now, in-person research will be more rare than it ever has been before. Research strategist Whitney Driscoll discusses one of our favorite approaches to research: qualitative interviews. Personal interviews provide a core understanding of key audiences and their attitudes, perceptions, motivations, behaviors and decision-making drivers. She reviews how interviews are far more effective than focus groups, and how today’s virtual research means equally valuable insights with a faster analysis turnaround for insights to action.

How do you take human-centered design virtual? After years conducting human-centered design workshops in-person, we’ve developed virtual versions of our journey mapping, design sprint and other workshops. Here’s how we’ve done it:

For a long time now, it has been clear that healthcare has been in desperate need of fixing, and due to the current pandemic, we are starting to see a shift. With more and more people using and willing to use telehealth, it may just be the push needed to bring more innovation to the industry. The technology and benefits of telehealth will only continue to improve as long as we give it the proper attention. In this article, Dylan Labadie asks the question “Is telehealth here to stay?” and why it is important that it does.

How will your organization thrive in the new normal? A better understanding of attitudes, perceptions, and motivations of those you serve will give you the tools to design experiences that drive growth and loyalty. Here’s how:

As many of us are transitioning to an isolated environment, many of us are fortunate enough to have the ability to work from home. This is by no means an easy shift, but luckily, remote work isn’t something that is new to Cast & Hue. In this article, team member Dylan Labadie shares tips he and his peers have gathered to set yourself for a productive workday, as well as a positive outcome many of us have noticed during these crazy times.

We believe in humanity, vulnerability, empathy, and all things on the spectrum that make us human. While some areas of our lives stop entirely, other things continue to exist and thrive, things that make the world go ‘round, like community and kindness. Strategist Whitney Driscoll shares how the recent Chalk Your Walk movement seems to be something everyone can appreciate.

Whether you’ve always been an avid reader, or find yourself with a little more downtime these days, our Strategist, Whitney Driscoll, has a book recommendation for you. In unprecedented times, business owners and marketing professionals across the world are finding themselves wondering how to creatively keep their businesses afloat. What’s more important than remaining relevant is how you will set yourself up to be perceived by your customers (and employees) during the midst, or after, the #COVID19 shutdown? The Human Brand does a great job explaining the value of emotional intelligence as it relates to yourself, your organization, and customer loyalty. Malone and Fiske explain that in all the modern approaches and trends, it truly comes down to primeval human instincts “to perceive, judge, and form mutually supportive relationships in order to survive.”

Whitney Driscoll, breaks down a recent read in this post... In the world of customer experience we are working with our clients toward innovative experiences that better serve an audience. Disruption is a word we hear, and use, regularly. The Disruption Mindset written by Charlene Li is a collection of thoughts from Li’s conversations with widely known people and organizations driving disruptive change in various industries. In this book she shares how growth creates disruption, what that means for leaders, cultures, organizations, business models, and for each of us interested in embodying a disruptive mindset.