Every day, micro-failures of communication and their cover-ups can
accumulate, and enable a network of decisions that lead to
systemic-level failures of organizations. I report on first hand
experiences as an organizational consultant, informed by academic
research and actual work in the field. The book uniquely focuses on the
knowledge-based practices that enable organizations to sense and make
decisions from critical feedback from customers in the field, especially
the multidisciplinary field of user experience (UX) which has
responsibility for interpreting customer feedback on products.
Peter
Jones, Ph.D. is managing partner of The Redesign Network, a
design/research network firm for human-systems innovation in Toronto. Peter
leads innovation for multi-channel services and information resources
used in scientific, legal, and medical practice. Redesign conducts
ethnographic and design research to help people understand the impact of
innovations that will impact these fields and change practice. Dr.
Jones is associate professor at Toronto's OCAD University, where he
teaches in the Strategic Foresight and Innovation graduate program.
Peter's books, papers and online work are at designdialogues.com.
accumulate, and enable a network of decisions that lead to
systemic-level failures of organizations. I report on first hand
experiences as an organizational consultant, informed by academic
research and actual work in the field. The book uniquely focuses on the
knowledge-based practices that enable organizations to sense and make
decisions from critical feedback from customers in the field, especially
the multidisciplinary field of user experience (UX) which has
responsibility for interpreting customer feedback on products.
Peter
Jones, Ph.D. is managing partner of The Redesign Network, a
design/research network firm for human-systems innovation in Toronto. Peter
leads innovation for multi-channel services and information resources
used in scientific, legal, and medical practice. Redesign conducts
ethnographic and design research to help people understand the impact of
innovations that will impact these fields and change practice. Dr.
Jones is associate professor at Toronto's OCAD University, where he
teaches in the Strategic Foresight and Innovation graduate program.
Peter's books, papers and online work are at designdialogues.com.
