When Customer Journeys Don’t Work: Arcs, Loops, & Terrain An Article by Stephen P. Anderson stephenanderson.medium.com Thinking [in terms of loops and arcs] allows us to let go of a specific journey or sequence, and imagine dozens of scenarios and possible sequences in which these skills can be learned. This doesn’t mean there aren’t more fundamental skills that other skills build upon, but we can let go the tyranny of how, precisely, a person will move through a system. We’re free to zoom in and obsess on these loops, which does two things for us: Approach the design of a system as the design of these as small but significant moments of learning. Consider the many ways these loops might be sequenced, with the exact order being less important. uxsystemsfeedbackgames
The Law of Triviality You’ve likely heard of Parkinson’s Law, which states that tasks expand to fill the amount of time allocated to them. But you might not have heard of the lesser-known Parkinson’s Law of Triviality, also coined by British naval historian and author Cyril Northcote Parkinson in the 1950s. The Law of Triviality states that the amount of time spent discussing an issue in an organization is inversely correlated to its actual importance in the scheme of things. Major, complex issues get the least discussion while simple, minor ones get the most discussion.
The observer effect In biology, when researchers want to observe animals in their natural habitat, it is paramount that they find a way to do so without disturbing those animals. Otherwise, the behavior they see is unlikely to be natural, because most animals (including humans) change their behavior when they are being observed. The Spoken and the Unspoken uxethnography