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ICF Interactive
Richmond VA / Fairfax VA / Worldwide
Technology for Great.
Recent Activity
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By Stacy Surla The environment we work in matters. It gives us agency – the ability to affect things with our actions. As user experience professionals, it’s important for us to think about transforming the business – our environment – so Design Doing can happen. IA as commodity is stupid... Continue reading
Posted 5 days ago at ICF Interactive Thinking
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While working in what I’ll call the “white hat sector,” it can be a challenge to reach individuals with your message when they are almost as inclined to listen to their friends and family as they are to clinicians. Use this trust of peers to your advantage: engage them in... Continue reading
Posted Apr 14, 2015 at ICF Interactive Thinking
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Only 12% of the U.S. population have the skills needed to obtain, process, and understand health information (NAAL). This statistic is staggering when you consider how many people consume health information online; according to Pew, 72% of internet users say they looked online for health information within the past year.... Continue reading
Posted Apr 9, 2015 at ICF Interactive Thinking
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There is a lot of energy today around innovation in government. This is a good thing. Government agencies, like all large organizations, can fall into a complacent bureaucratic model that fiercely protects established structures, processes, and cultures. When they do, they can become unresponsive to the evolving needs of customers,... Continue reading
Posted Mar 20, 2015 at ICF Interactive Thinking
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If there’s an emerging theme from platform and technology solution vendors in 2015, it’s placing a single, complete view of the customer at the center of all initiatives. Continue reading
Posted Mar 13, 2015 at ICF Interactive Thinking
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The ubiquity of social media compels us to devise unique ways to use it. We are challenged to go beyond the simple post-and-reply format that is commonly used in social media platforms in order to achieve specific outcomes. To rise to this challenge, ICF’s Smokefree.gov social media team piloted a... Continue reading
Posted Feb 24, 2015 at ICF Interactive Thinking
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Stop with the task-based approach Have you ever been approached by a client who wants a mobile app but does not have specific requirements, just general goals? That can be a daunting challenge. With mobile apps, ideally there should be opportunities for user interaction and touch gesture feedback beyond simply... Continue reading
Posted Jan 26, 2015 at ICF Interactive Thinking
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Failure is not an option. It's a necessity. If all we ever do is succeed, we have never pushed our own limits. Failure is an important step – and a very liberating one – when interaction designers realize they can miss the mark on something without it being the end... Continue reading
Posted Jan 22, 2015 at ICF Interactive Thinking
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The future is now; we're in a complete digital transformation. Learn more about what that means for your brand from our Gilbane Conference 2014 experts. Continue reading
Posted Jan 9, 2015 at ICF Interactive Thinking
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Last week, while directing a video shoot, I had the great pleasure of working with a veteran script supervisor named Jan. We spent five days working and exchanging stories about interesting characters on past productions. Jan’s first story was how she started her career of script supervision in the early... Continue reading
Posted Dec 8, 2014 at ICF Interactive Thinking
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In Life’s Little Instruction Book, best-selling author H. Jackson Brown warns that “nothing is more expensive than a missed opportunity.” This is very true in business, especially when you’re considering your company’s customer experience strategy. Today, advances in technology and design work together to produce a powerful array of options... Continue reading
Posted Dec 3, 2014 at ICF Interactive Thinking
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I am a mobile guy. I spend a good deal of my time traveling from one place to the next to meet with clients and teams, and I rely heavily on my mobile devices. That’s right. I said devices because I use a variety of tools to perform different kinds... Continue reading
Posted Nov 4, 2014 at ICF Interactive Thinking
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As the holiday season gets closer, online retailers are preparing themselves for the “year in a weekend” that is Black Friday and, more recently, Cyber Monday. Black Friday and Cyber Monday sales last year were higher than ever, much to the joy of digital marketers, and the angst of digital... Continue reading
Posted Nov 4, 2014 at ICF Interactive Thinking
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Interdisciplinary has always been one of those words that bothered me. Not the actual intent of interdisciplinary – approaching work by involving practitioners from several areas of knowledge – but what it sounds like. So many ways to be disciplined or punished … will it be writing lines, scrubbing gum... Continue reading
Posted Oct 28, 2014 at ICF Interactive Thinking
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There are hundreds (conservatively) of platforms that all claim to solve the challenge of social media monitoring, but they all do slightly different things. The challenge for all of us is in selecting the right tools to accomplish our research objectives without spending too much or creating too much overlap between systems. Continue reading
Posted Sep 30, 2014 at ICF Interactive Thinking
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Each and every customer touchpoint shapes brand perception. A quick landscape assessment of customer experience shows that technology has elevated the experience in most channels: Mobile commerce is advancing quickly, online shopping and servicing is simple and even a treat with best-in-class firms, and online to in-store purchasing and servicing... Continue reading
Posted Sep 9, 2014 at ICF Interactive Thinking
Grab a bucket, some ice, a smartphone—record and post to your favorite social media account and you too can be a part of a high-profile globally expanding event. By now, most everyone has seen a friend, celebrity, dog, baby, and maybe my boss (see below) take a quick cold shower... Continue reading
Posted Sep 8, 2014 at ICF Interactive Thinking
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This coming Tuesday, September 9th, join us for the #CONTENTCONFLICT as Maggie McGary and Colin Eagan take over the weekly Association Twitter Chat (known as #AsssnChat) at 2pm Eastern Time! To get you excited, check out Maggie and Colin’s viewpoints below. Let's get started with Maggie McGary, Senior Associate at... Continue reading
Posted Sep 5, 2014 at ICF Interactive Thinking
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Usability testing typically includes evaluating a site or system based on the interaction, perception, and expectations of real users. Continue reading
Posted Sep 4, 2014 at ICF Interactive Thinking
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Just as your investor owned utility business has evolved, and your customers’ needs have changed, the technology you leverage and the ways in which your organization uses it must as well. Continue reading
Posted Sep 3, 2014 at ICF Interactive Thinking
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With a direct line of site into what your consumers need, within the context they need it, and a strong content repository to deliver that messaging to the appropriate channel, a utility company can increase its revenue and cut back on time-consuming manual processes. Continue reading
Posted Aug 13, 2014 at ICF Interactive Thinking
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Nearly all major analytics tools rely on embedded bits of Javascript (tags) to gather site data and generate reports. These tags are critical to collecting data about readers, prospects and customers. If your business is marketing across multiple channels, using multiple tracking platforms that can mean a lot of tags,... Continue reading
Posted Aug 7, 2014 at ICF Interactive Thinking
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For investor owned utility companies who are in the initial phases of researching digital marketing strategies, these areas are paramount to successful customer engagement. Continue reading
Posted Aug 6, 2014 at ICF Interactive Thinking
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Here’s what’s new in hybris Commerce Suite v5.2, and why you’ll want to upgrade – or migrate, soon. Continue reading
Posted Jul 28, 2014 at ICF Interactive Thinking
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From devices that talk to content that stalks — wrangling designs across screens and across platforms Among all the big interactive conferences to choose from in Washington, D.C. each year, An Event Apart is one of my favorites. While it’s impossible to distill a two day event into a single... Continue reading
Posted Jul 24, 2014 at ICF Interactive Thinking