With more and more businesses jumping on the feel-good branding bandwagon, labelling themselves as “customer-first”, let’s test how much they mean it

This is ethnography for free. The only buy-in needed is a few minutes of attentive curiosity. No judgements or solutioning, only observations.

My pointer finger was trembling. Any less pressure and my cursor would have clicked a Cancel I didn’t intend. Let this be a usability lesson for all.

Clicks aren’t an indicator of anything beyond confirming that some kind of finger has touched some kind of button, so stop counting and consider this

There’s a whole world of business opportunities just waiting to be unearthed by someone willing to pay a little more attention to their surroundings.

If your design work didn’t fundamentally change how people do what they do, does it really matter that you did it? Let’s talk about outcomes more.

When strategy feels stuck in the short term, an experience vision can light the way forward, sparking innovation and helping teams focus on what truly matters

Right now there is an Exec somewhere in the world throwing money at a new set of features because their intuition said so. Don’t leave it up to luck.

There’s more to customer satisfaction than delivering good on the desired outcome. Value can be found all in the micro-experience nobody talks about.