Think about the last time you led brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall?
Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it.
You reply, “But this approach is a staple of design thinking. Everybody’s doing it! Why shouldn’t I?” Read more