Creative Good Blog

When customer obsession goes wrong (April 8, 2021): How Amazon and West Virginia pharmacies chose opposite paths

Our system is clogged by something bigger than a boat (April 1, 2021): Big Tech CEOs dance for Congress, and we're all stuck

Yes, handcuffs will fit Big Tech CEOs (March 25, 2021): Nothing has changed Big Tech's behavior. Handcuffs would help

Fighting nihilism, The Nothing, and NFTs (March 18, 2021): Creating something is harder than surrendering to nothing

Pumping up the worthless with NFTs (March 12, 2021): Beeple and Jack Dorsey are selling us another dumb idea

How not to fix customer service (March 4, 2021): two stories of spectacular failure

Amazon Ring is creating the surveillance complex (February 25, 2021): The video doorbell spied on BLM protesters. You're next.

Tech warnings from unlikely sources (February 18, 2021): Pay attention to the dystopian future we've been promised

Worse than 'The Matrix' (February 11, 2021): Tech companies are building a layer on reality

No, an exploitative product is not "great" (February 4, 2021): popularity isn't goodness, whether for Amazon or opioids

Why I'm losing faith in UX (January 28, 2021): digital design increasingly exploits users

Hope for the boss battle (January 21, 2021): Biden and Harris can succeed by taking down Big Tech

The aftermath of insurrection (January 14, 2021): Big Tech's lame response and the dangers of censorship

The bright side of insurrection (January 7, 2021)

Something fun to close out 2020 (December 17, 2020)

Calling the culprits by name (December 10, 2020)

Venture capital and the WeWork con job (December 3, 2020)

Skin care in a dystopia (November 19, 2020)

Throwing away the robot (November 12, 2020)

The winner of the election is... Big Tech (November 5, 2020)

Announcing Good Reports, a new review site (October 29, 2020)

Covid Alert pros & cons, Skeptech, and a flamethrower (October 22, 2020)

Boasts, lies, and grammar mistakes: Big Tech's antitrust defense (October 15, 2020)

Glimmers of hope in a constricting moment (October 8, 2020)

Surviving the tech age with Maxwell's demon (October 1, 2020)

Big Tech and the good octopus (September 24, 2020)

Smart glasses aren't. (September 17, 2020)

We've survived six months of Covid. Here's... humor? (September 10, 2020)

Happiness and the Rubik's Cube (September 3, 2020)

Surveillance and the shell game (August 27, 2020)

Facebook and your bones (August 20, 2020)

Kamala Harris and the ascent of Silicon Valley (August 13, 2020)

It's a stickup (August 6, 2020)

This is perjury: the Big Tech hearings, summarized (July 30, 2020)

A simple tech ethic (July 23, 2020)

I really hope Gmail allows me to say this (July 20, 2020)

The danger of Twitter as 'ultimate editor' of the news (July 16, 2020)

How to speak Californian (July 9, 2020)

Humor for a different Fourth (July 2, 2020)

Snapchat and content collapse (June 25, 2020)

Apple, eBay, and the desolation of tech (June 19, 2020)

Big Tech's latest apologies won't change much (June 12, 2020)

Something stinks in the tech industry, and we must address it (June 5, 2020)

The algorithmic amplifier fueling corruption in Silicon Valley (May 29, 2020)

Customers are changing in the pandemic. Are you listening? (May 22, 2020)

How to conduct user research during quarantine (May 14, 2020)

Why the Amazon VP should quit his job (May 7, 2020)

Take that, corona: more humor to get us through (May 1, 2020)

Fighting corona with humor (April 1, 2020)

Why the plague will not stop us (March 19, 2020)

Lethal touchscreens and other design disasters - and how to avoid them (March 9, 2020)

Juul and the corruption of design thinking (October 24, 2019)

Mind-reading devices are coming from Facebook, Elon Musk, and others. Here's their agenda. (September 27, 2019)

How to create better tech (in one not-so-easy-step) (September 13, 2019)

The showdown between Big Tech and democracy has begun (July 25, 2019)

Facial recognition is already here (July 11, 2019)

Resisting Big Tech is still possible (June 28, 2019)

We need to have a difficult conversation about Google (June 6, 2019)

Understanding customers is still your job (May 30, 2019)

We're entering the age of surveillance capitalism (May 22, 2019)

Surveillance in China will affect you (May 3, 2019)

Why it's tiring to run good user research (May 2, 2019)

Clive Thompson's "Coders" on what makes programmers tick (Apr 22, 2019)

Toxic Content Has a Simple Solution: Kill the Algorithm (Apr 18, 2019)

Forget Lean, Your Key Challenge is on This Venn Diagram (Apr 6, 2019)

The Vessel's Terms and Conditions Bend to Public Pressure (Mar 21, 2019)

Kicking the Smartphone Addiction (Mar 11, 2019)

NYC's Leaders Are Wrong on Amazon (Mar 7, 2019)

How to delight customers — by saying “no” to Big Tech (Feb 15, 2019)

Saving tech, bookstores, and the world - for humans (Jan 31, 2019)

Why I’m optimistic for 2019: customers are back (Jan 18, 2019)

Why Amazon’s HQ2 is a much bigger deal than you thought (Nov 20, 2018)

The rebirth of “good tech” online (Oct 17, 2018)

Facebook isn’t cigarettes, it’s asbestos (Oct 12, 2018)

Marking 20 years of “creative good” writing, as Facebook fades (Sep 17, 2018)

Breaking Up (Big Tech) Is Hard To Do (Jun 21, 2018)

Tech going sideways, and a song about surveillance (May 21, 2018)

The many deceptions of Mark Zuckerberg (Apr 18, 2018)

Treating users well in the #deletefacebook era (Mar 29, 2018)

Alternatives to Big Tech, and a t-shirt (Mar 12, 2018)

Why you need to pay attention to China and its technology (Feb 28, 2018)

Why “fail fast” innovation won’t work on the border wall (Mar 8, 2017)

Creative Good has turned 20. Here’s what I’ve learned — and what comes next (Jan 6, 2017)

Budgeting for customer experience vs. advertising (Feb 4, 2016)

Are customers included in design thinking? (Nov 13, 2014)

Everyone has questions about customers. Here are answers. (Sep 11, 2014)

Customer experience and the choice between Lean/Agile and waterfall (Aug 14, 2014)

The disruption delusion: what happens when customers aren’t included (Jul 24, 2014)

A doctor’s thoughts on the patient experience (Jun 13, 2014)

You don't have a usability problem, you have a business problem (Apr 29, 2014)

Outcomes of the Google Glass column (Mar 12, 2013)

The Google Glass feature no one is talking about (Feb 28, 2013)

How to manage your email: or, A tiny skill that some people claim doesn’t exist (Feb 14, 2013)

What is a career in user experience really about? (Jan 15, 2013)

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