Overview

Companies spend millions of dollars funding research on technologies that can be used to develop new products. We now need to fund a lab to study how to design a collaborative relationship between those technologies and the human beings who will use them, a laboratory to discovery new ways of capturing, analyzing, engineering, and designing the total customer experience (TCE). To use a computer science analogy, CDL studies the compatibility and interoperability of human beings and technology; it develops theories and processes to capture and analyze these user-product systems, including the human being as another component in the system architecture; and it supports product teams and managers with training, consulting, tools, and methodologies to correct deficiencies in the TCE and increase customer loyalty, retention, and NPS. We synthesize several different disciplines to craft our unique approach to total customer experience design. We investigate the history of technology, customer loyalty, information and communication theory, human-computer interaction/UCD, usability engineering, innovation studies, LEAN UX, object-oriented modeling, AI, machine learning, and change management. But most importantly, we delve deeply into the root causes of why people fail to achieve results with the products/services they buy. We don't just observe the symptoms of failure as is usually done in usability tests; we put the user-product system under the microscope to determine the nature and behavior of the disease. Then we invent new cures WITH you - not FOR you - augmenting your talent base as needed with our stable of expert engineering and design professionals.