After nearly a decade as a design thinking consultant, I’ve learned two main lessons. One: everything can be improved by a little empathetic research, and two: services are really, really hard to sell.

The book “This is Service Design Thinking” fell into my lap 10 years ago and completely changed…


Facilitation Experience Level: Intermediate

Want to improve your facilitation skills or train an internal team to facilitate? Check out our upcoming trainings.

The NEON Challenge Discovery framework gets teams, stakeholders and leadership aligned to start product development with total buy-in and clearly communicated project parameters. …


We were on the brink of what felt like a scientific discovery. We were grinning stupidly and jiggling our legs in our chairs, watching the sticky notes line up on the wall.

We were researching the product development process with teams from all over the world — Bangkok, San Francisco…


What’s the project you would do if there were no barriers?

We all have a fantasy project — the game-changing, career-defining dream work we hope to someday get to do. But roadblocks (internal, external, real, perceived) get in the way. Tiny Piñata isn’t just a sounding board or a cheerleader…


This is an excerpt from the book Empathy at Scale by Dana Publicover, available to pre-order here for February 10, 2020 release.

How Empathy Solves a Problem

The problem before me was relatively straightforward: the company was experiencing very low retention in new hires, specifically in the junior and associate levels, in the age 25–35…


For about six months, there’s been a toy tambourine in the backseat of my car. As a parent of two toddlers, that’s not particularly odd (and with two toddlers, I’m guessing it’s not the worst thing I’d find back there either). Since it’s not in the way, it doesn’t get…


Part Two in a series about Digital Transformation. For Part One, click here.

When done strategically, digital transformation can revolutionize (read: transform) your entire business and touch every element. But adding it as an isolated department or initiative — keeping it siloed — will keep its success isolated.

Other projects…


This is Part One in a series on Digital Transformation. For part two, click here.

Firefighter aims water hose at burning wood shed in a farm field.

Companies tend to make a very big deal about digital transformation, paying potentially millions of dollars for consultants and teams to “come do it” for them. …


paper mockups of digital screens

When I started my career, I was an intern and Jr. Copywriter at a few midtown NYC agencies. At this low level, it was always exciting when the bosses would run through the halls screaming “Emergency meeting!! Conference room, NOW!” We’d throw down our already overdue work and run into…

Dana Publicover

sales experience designer. founder, Publicover&Co. author, Empathy at Scale

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