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Extreme Customer Intimacy

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Description

Design is the process by which people have given form to our favorite objects and experiences. Industry has found design to be an invaluable tool for understanding consumers and for delivering better products and services to them. When these consumers go to work each day, they become a valuable part of the business enterprise. What are our own employees experiencing? Turning design on our internal operations can provide transformational insights. Our employees may be just one step from the consumer. If the processes and tools don’t work inside the business enterprise we can hardly expect to delight a customer.

Contributors

  • Harold Hambrose, Founder & CEO, Electronic Ink

    For more than two decades, Harold’s human-centered design approach has attracted leaders across all types of industries to award landmark projects to Electronic Ink.

    Shortly after graduating from Carnegie Mellon University with a degree in design, Harold began designing technological systems that put people first. His early work included significant industry breakthroughs: the first ATM for Citibank Corporation, the first electronic medical record’s graphic user interface, and the user interface for IBM’s OS/2. Harold’s drive and unique perspective on technology shaped an industry and, in 1990, Harold founded Electronic Ink to formalize design’s role in the technology industry.

    In addition to serving the needs of a diverse list of clients, Harold has received international recognition for his designs. One of Electronic Ink’s designs now resides in New York’s Museum of Modern Art. Harold has written a bestselling business book, Wrench in the System, which details how to turn under-performing digital assets into powerhouse systems. He has lectured extensively at conferences and universities around the world and has been tapped as an expert in design and technology for international legal proceedings. Harold received the Alumni Achievement Award from Carnegie Mellon University for his significant contributions to the design and technology industries.

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