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The New Possible

Human stories shaping a post-COVID world
Article

Beyond contactless operations: Human-centered customer experience

– As we look forward to the next normal, consumers are already demonstrating a preference for companies that deliver great service while reducing risks all along the customer journey.
Article

Emerging from COVID-19: Australians embrace their values

– We followed 12 Australian households for a week to uncover the human and cultural context driving their observable changes in light of the COVID-19 crisis.
Collection

Business Value of Design

Searching for your next chief design officer or just getting started in the role? Explore our collection on design leadership, which covers the evolving role of the CDO and how top designers can successfully transition into the C-suite.

Designisms.

A blog on the trends, news, and insights from McKinsey Design.

Design thinking

Using empathy to put customers, clients, and end users at the center of the problem-solving equation is the foundation of design thinking.

From the article: Building a design-driven culture

Customer-Experience Design

Article

The ever-changing store: Taking an agile, customer-centric approach to format redesign

– Many retailers believe—rightly—that format redesign is often too risky, takes too long, and costs too much. There’s a better way.
Article

What matters in customer-experience transformations

– McKinsey leaders provide an overview of the A, B, Cs of pulling together the building blocks of a customer-experience transformation.
Article

How to capture what the customer wants

– Companies often fail across digital channels because they are insufficiently aware of the real needs and preferences of their customers across omnichannel journeys.
Article

Winning in automation requires a focus on humans

– While organizations are often tempted to use automation to eliminate work, looking at the customer experience for growth opportunities can maximize returns on automation investments.

The power of digital

Digital should be seen less as a thing and more a way of doing things.

From the article: What digital really means

Product Design

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How generative design could reshape the future of product development

– Smart algorithms won’t just lead to better products—they could redefine how product development is done.
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Fusing data and design to supercharge innovation—in products and processes

– While many organizations are investing in data and design capabilities, only those that tightly weave these disciplines together... will unlock their full benefits.
Article - McKinsey Quarterly

Accelerating product development: The tools you need now

– To speed innovation and fend off disruption, R&D organizations at incumbent companies can borrow the tools and techniques... that digital natives use to get ahead.
Article

Making cost engineering count

– Cost engineering isn’t just for car companies and chipmakers. Across sectors, complexity and cost pressures are giving companies... good reason to follow a more disciplined approach to finding savings.

Industry Perspectives

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The value of design in global public health

– Targeted and thoughtful application of design in global public health can not only improve projects, programs, and organizations... but also save lives.
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How inclusive design can reconnect people with government

– Scandinavia has been an example to many nations on bridging the gaps between governments and their people. Here are a few ways... the public and private sectors use design to connect with residents.
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From lab to leader: How consumer companies can drive growth at scale with disruptive innovation

– In the era of “fast products” and digital disruption, delivering growth requires putting in place new predictive consumer-growth... capabilities, including innovation, based on speed, agility, and scale.

Would you like to learn more about McKinsey Design?

Podcasts

Tapping into the business value of design

– Design, whether it’s of products or experiences, is not only about aesthetics but also about specific actions taken to boost... revenues and customer engagement.

Creating high-performance innovation teams at scale

– For innovation initiatives to succeed, they must be staffed with the right combination of talent.

The power of design thinking

– Infusing your organization with a design-driven culture that puts the customer first may provide not only real, measurable results... but also a distinct competitive advantage.

Connect with McKinsey Design