Common mistakes lead organisations to being restricted by their software, unable to innovate and seeing little return on their IT investment. Lacking a well-defined process and a focus on customer experience we often fall back on short cuts, not recognising the long-term costs we’re taking on.

Every part of work is becoming digital, from marketing and communications to service delivery and HR, but organisations don’t always choose the right technology the first time round. Learn the human-centred process to guide your technology selection process and deliver a successful project.

All-in-one technology platforms sound appealing but can seriously harm your customer experience and stifle innovation. Instead, develop your technology stack around the customer for a more responsive digital organisation and a superior, differentiated customer experience.

Content created without a strategy tends to yield disparate content with no clear theme or purpose. This sort of content confuses your audience/customers/stakeholders and undermines your credibility. It's often also bland, generic content which simply isn't good enough these days.

Too often the context and motivation of users is ignored when we design technology and ‘best practices’ from the world of design don’t always help. We’ve found in our work that user stories — the poster child of agile software development — really don’t help; job stories are much better.