User Experience Design - Publications - Faculty & Research

16 Feb 2010
Research & Ideas

The Outside-In Approach to Customer Service

Amazon, last decade Best Buy began with a comprehensive segmentation of its customers. As part of this initiative, the company realized that although 55 percent of its customers were women, most of these women did not enjoy their shopping View Details

Keywords: by Sarah Jane Gilbert; Consumer Products

07 Jul 2008
Research & Ideas

Innovation Corrupted: How Managers Can Avoid Another Enron

for natural gas, and to create derivative supply contracts that could help customers manage the risks of demand volatility and price swings more effectively than before. In this way, Skilling and his colleagues solved a major contracting problem between the producers... View Details

Keywords: by Martha Lagace; Energy; Utilities

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About - Race, Gender & Equity

methods and executive education courses designed specifically for women leaders. She served for six years as senior associate dean for culture and community. Lakshmi Ramarajan Initiative Co-Chair, Diane Doerge Wilson Professor of Business... View Details

28 Nov 2018
HBS Case

On Target: Rethinking the Retail Website

knew from previous experience leading data science at Gap Inc. that consumers get frustrated with slow mobile apps. To him, the most important engineering requirement was providing users with a response to... View Details

Keywords: by Dina Gerdeman; Retail

30 Sep 2002
Research & Ideas

Your Crisis Response Plan: The Ten Effective Elements

Organizations inevitably face crises, but few are well prepared to deal with them. The following elements summarize the findings of research and experience about what it takes to respond effectively in crisis situations. The accompanying... View Details

Keywords: by Michael Watkins

Research Summary

Great Negotiator Study Initiative

By: James K. Sebenius

What can be legitimately be learned from closely studying great negotiators at work? Since 2000, the Program on Negotiation (PON)—an active inter-university consortium mainly comprised of numerous faculty from across... View Details

12 Oct 2006
First Look

First Look: October 12, 2006

and if they were provided with immunity from prosecution for self-disclosed violations. Download working paper: http://www.hbs.edu/research/pdf/07-020.pdf Cases & Course MaterialsBang & Olufsen: Design Driven Innovation Harvard... View Details

Keywords: Sean Silverthorne

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2023 Reunion Presentations - Alumni

unskilled workers encourages employers to design business models around their availability. Participants will leave the session with a detailed understanding of the current dynamics of the US labor market and the steps policymakers and... View Details

12 Dec 2005
Research & Ideas

Using the Law to Strategic Advantage

reasoned, would only dignify Pennzoil's claim. The jury heard only Pennzoil's expert—and awarded $7 billion in compensatory damages to Pennzoil. Jim Kinnear, then vice chair of Texaco, came away from the experience convinced that no CEO... View Details

Keywords: by Sean Silverthorne; Legal Services

24 Mar 2008
Research & Ideas

Reducing Risk with Online Advertising

How can online advertising fraud be detected and prevented? What should we look at, where should we look, and what methods and tools should we use? These questions are relevant to anyone who buys online advertising. According to HBS professor Ben Edelman, an expert on... View Details

Keywords: by Martha Lagace; Video Game; Web Services

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FAQs - Doctoral

part of the Harvard Summer Undergraduate Research Village. This program has been designed to enable motivated undergraduates to pursue summer business research in a defined project and also participate in a social network that will... View Details

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Online Leadership and Management Courses | HBS Online

Certificate Negotiation Mastery Professor Michael Wheeler Master negotiation techniques to secure maximum value for yourself and your organization. 8 weeks, 4-5 hrs/week Enroll by April 10 $1,850 Certificate New Transforming Customer View Details

21 Mar 2019
HBS Case

The Ferrari Way

“If you drive a Ferrari, you put premium petrol in the tank, you hit the motorway, and you step on the gas.” —Soccer star Zlatan Ibrahimovic That purring engine. The buttery soft leather. Those sleek curves. The essence of a Ferrari transcends any one particular View Details

Keywords: by Michael Blanding; Auto

26 Aug 2024
Blog Post

HBS Lingo 101

opened in 1953 (and later updated in 2004), and the horseshoe-shaped classroom layouts were specifically designed to facilitate case method learning. BAKER: Baker Library is equipped to assist MBA students with the breadth of their... View Details

Research Summary

Organisational Learning in Software Requirements Engineering and Management

The current research project addresses the continuing low success rate of software development projects, which has been frequently reported in empirical studies. For example, the 2004 Chaos Report by the Standish Group found that only 29% of 9,236 application... View Details

27 Jul 2020
Book

Reflection: The Pause That Brings Peace and Productivity

Instead, they practice the art of reflection “in the cracks and crevices of their everyday lives” to help them make better decisions day by day and problem by problem. Badaracco recommends four design principles for reflection. Like View Details

Keywords: by Dina Gerdeman

29 Jan 2018
Book

How 'Teaming' Saved 33 Lives in the Chilean Mining Disaster

possible.” Duncan brought experience with long space ights to help solve concerns related to the miners’ physical and psychological survival in their small quarters. NASA engineers played a crucial role in the View Details

Keywords: by Amy C. Edmondson; Mining

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Topics - HBS Working Knowledge

Satisfaction (23) Customer Value and Value Chain (12) Customers (104) Customization and Personalization (3) Debt Securities (1) Decision Choices and Conditions (43) Decision Making (240) Decisions (10) Demand and Consumers (223) Demography (9) View Details

10 Feb 2020
In Practice

6 Ways That Emerging Technology Is Disrupting Business Strategy

itself, companies are considering their user data and their tech employees as the primary drivers of competitive advantage.” Frank Nagle (@frank_nagle), an assistant professor who is also affiliated with the HBS Digital Initiative, the... View Details

Keywords: by Danielle Kost

07 Jun 2023
Blog Post

My One Case: MBA Class of 2023 Looks Back

designed to alleviate burdens for frontline workers. The model—which included elements like scheduling, cross-training, and optimal store layouts—freed up employees to create a better service experience for... View Details

Publications