There has been a collapse of trust. People don’t trust government, media or businesses. A CEO is less trusted than an ordinary worker. This collapse is at least partly due to the Internet and digital technologies. Digital empowers customers more than it empowers organizations.
While this collapse of trust deepens, we are still living within a design culture overly focused on emotional imaging and styling for its own sake, which inventor James Dyson calls “a lazy 20th-Century conceit.”
How do we design to establish / re-establish trust? Gerry McGovern argues that we need a return to design basics. To relentlessly focus on ease-of-use, speed, convenience, accuracy and truthfulness. We need to engage much more with the customer, seeking to continuously improve their experience based on constant feedback.
Gerry helps large organizations become more customer centric on the Web. His clients include Microsoft, Cisco, VMware, Cars.com, European Commission and OECD.
He is the founder and CEO of Customer Carewords, a company that has developed a set of tools and methods to help large organizations identify and optimize their customers’ top online tasks.
He has written five books on how the Web has facilitated the rise of customer power. His fifth book, The Stranger’s Long Neck, was published in 2010.
The Irish Times described Gerry as one of five visionaries who have had a major impact on the development of the Web. He has appeared on BBC, CNN and CNBC television, partaken in various radio shows, and featured in numerous print media publications. Gerry has spoken about top task management in more than 35 countries.
He began his Web career in 1994. In 1996, Nua, a company he founded, received the Best Overall World Wide Web Business Achievement award from the European Union.