Generated by All in One SEO v4.9.3, this is an llms.txt file, used by LLMs to index the site. # Geoff Wilson's Work thinker | writer | learner | maker ## Sitemaps - [XML Sitemap](https://gwilsonswork.com/sitemap.xml): Contains all public & indexable URLs for this website. ## Posts - [Blog](https://gwilsonswork.com/blog/) - Turning busy into better with these lessons, observations, and reflections for a better life - [How to get things done](https://gwilsonswork.com/done/) - Your Top 3 anxieties are also your Top 3 opportunities. Define them before you do anything else today. This simple prioritization approach saved me. - [Talking of turning busy into better](https://gwilsonswork.com/busy-into-better/) - We might never see the impact we’ve had from what we do, say, or make. But, helping one person feel one percent better off will spread like a butterfly effect. - [Give feedback that builds, not breaks](https://gwilsonswork.com/design-feedback/) - It doesn't matter how good your feedback is if it's not delivered with care and consideration of your audience. Here's some of great ways to start. - [A course I didn't plan to build... but did](https://gwilsonswork.com/formula-fast-track/) - Did it "need" to take months? No. This is less about how long it took to get an idea through to delivery, and more about the rewarding feeling of being commited to a challenge. - [The UX of Auto Parts Stores | Everyday Experiences Podcast (#14)](https://gwilsonswork.com/ux-of-auto-parts-stores/) - In this episode, Geoff Wilson and Guy Thompson end their podcast hiatus to record together in person for the first time... from a phone... in a car. If you like immersing yourself into your users’ environment to better understand their needs, then buckle in to hear this lively discussion from the back seat. - [The UX of Airports | Everyday Experiences Podcast (#15)](https://gwilsonswork.com/ux-of-airports/) - Did you bring your arrival and departure forms? This episode is exploring the UX of airports. - [The long-term tail of capital-D Design](https://gwilsonswork.com/long-term-design/) - There is a push to redirect capital-D “Design” from being a growth driver for commercial consumption to an industry considerate of post-Anthropocene impacts. I’m trying to understand it. - [Strategy distinguishes opportunity from distraction](https://gwilsonswork.com/strategy-is/) - From board games to board rooms, the questions are no different. What should we build? What should we buy? What’s next? You need but follow your strategy to know. - [Liftoff](https://gwilsonswork.com/liftoff/) - Strapped to the front of a combusting cylinder,Nichole Ayers graduates to space,But from way down here it may appear,Like there's fear all over my face… - [The UX of Bags | Everyday Experiences Podcast (#16)](https://gwilsonswork.com/ux-of-bags/) - In this episode, Geoff Wilson discovers Guy Thompson’s fascination with red bags, blue bags, hand bags, bags-bags. If only we revived Dr. Seuss to have him talk about the careful balance of utility, durability, and aesthetics that goes into your everyday bag design. - [A Formula 1 farewell (to 2024)](https://gwilsonswork.com/formula1-2024/) - The new blood in. The retirees. The season that has to be seen. - [The Myth of 'Once I’ve Made It'](https://gwilsonswork.com/made-it/) - What would you keep doing, even after you’ve “made it”?“Certainly not this!” You’ve said it before, and you’ll say it again every time.You’re one viral post, pay rise, or winning ticket away from your big break. And it’s long overdue. - [What's the worst that can happen?](https://gwilsonswork.com/fear-setting/) - You're hearing it again... the voice in the back of your head nudging, prodding, screaming at you to pay attention to truth you've pushed down or excused away.Not now. Not yet. Not until...A web of concerns left unnamed and unresolved. - [New Year's Day is too easy to pretend to be good](https://gwilsonswork.com/new-years/) - Ahh, the start of the New Year—so full of hope, promise, and a million downloads of the trendiest habit-tracking app. Funny, then, that my own logged results for January 1st would first appear as either a slip up or a total, abject failure at goal-setting. But is it? - [Do all good stories follow the 3 P's?](https://gwilsonswork.com/payoff/) - Forget three-act structures — Brandon Sanderson’s “Promise, Progress, Payoff” tip just cracked fiction wide open for me. - [On becoming a NZ Dual Citizen (Part 2)](https://gwilsonswork.com/dual-citizen2/) - Jandals, togs, and a chilly bin.Garage Projects, Behemoths, and Liberty.Black sands and Black Caps.Fertile soil to clay.New Zealand welcomes me in today. - [Why I applied for NZ Citizenship before the US Election (Part 1)](https://gwilsonswork.com/dual-citizen1/) - Don’t complain; do somethign about it. And I did. It is the 31st of October 2024, fitting—perhaps—that it is Halloween Day and I am one click away from submitting my application for NZ [Dual] Citizenship. - [Real reviews happen in private. Are your DMs next?](https://gwilsonswork.com/reviews/) - Consumer reviews shape purchasing decisions, but are ratings realistic? Your DMs hold the answers. And everybody wants them. - [Less stuff, more flow: Every interaction a barrier](https://gwilsonswork.com/barriers/) - We add more than we subtract. New features, new menus, new doors. Each new interaction creating another barrier between users and their goals. - [Clarity by the Kilometre](https://gwilsonswork.com/clarity/) - A walk. A call. An idea worth chasing. And the realisation that the best way to get unstuck is to get moving. - [On making memory dividends](https://gwilsonswork.com/memory-dividends/) - Of all the things I could be spending my money, time, and attention on, I'm taking trips just to ‘say’ that I've done it? To treat a 'once-in-a-lifetime' opportunity as a tick-box exercise? That’d make sense if it were true, but it’s not what I’ve meant. - [The Wanting and The Doing](https://gwilsonswork.com/wanting/) - A quiet note on creative ambition, distraction, and the daily choice between possible futures. - [Complexity Testing in UX: Navigating the snowball effect of 'simple' feature additions](https://gwilsonswork.com/complexity-testing/) - Don't let simple features turn into complex problems. Uncover the hidden impacts of adding new ideas before they snowball into bigger problems with complexity testing. Your budgets and backlogs will thank you. - [A Discovery to Delivery Model](https://gwilsonswork.com/discovery-to-delivery/) - I needed a way to explain to our Transformation programme what going from a chunky discovery effort all the way to a delivery might look like. This is what I came up with. Obvious? Hopefully. - [The UX of Family Travel with Lulu Pachuau | Everyday Experiences Podcast (#13)](https://gwilsonswork.com/ux-of-family-travel/) - In this episode, Geoff Wilson brings in local designer Lulu Pachuau to get a mother’s perspective on the best and worst of family travel methods by land, sea, and air. There are so many little tweaks available that’d make for a more pleasant experience. - [The UX of Web Browsers | Everyday Experiences Podcast (#12)](https://gwilsonswork.com/ux-of-browsers/) - In this episode, Geoff Wilson and Guy Thompson manage to talk about web browsers without even once saying "surfing the web" (well, until now). - [The UX of Utensils with Janice Chan | Everyday Experiences Podcast (#11)](https://gwilsonswork.com/ux-of-utensils/) - In this episode, Geoff Wilson brings in local designer Janice Chan to sample the most niche of design topics: spoons, scissors, and other serving utensils. Noticing the unexamined usefulness of our everyday tools is our jam, so here’s a double scoop. - [The UX of Malls | Everyday Experiences Podcast (#10)](https://gwilsonswork.com/ux-of-malls/) - In this episode, Geoff Wilson and Guy Thompson virtually explore the nefarious design choices that give shopping malls their shape. Want to give your subconscious a fighting chance against the onslaught of eye candy lining the storefronts? We might just have the tip to help you be a more intentional consumer. - [The UX of Hotels with Kim Goodwin | Everyday Experiences Podcast (#9)](https://gwilsonswork.com/ux-of-hotels/) - In this episode, Geoff Wilson is joined by Kim Goodwin to take the covers off hotel experiences and see what’s lurking behind the closet doors. We’re going beyond website bookings and into room design, amenities, #hotelhacks, and of course checking in and out. You don’t have to go home, but you can’t stay here. - [Learn to Fly or: How I Learned to Stop Fearing Failure and Love the Process](https://gwilsonswork.com/fly/) - What systems, processes, or cultures exist today that might be keeping the next great idea from taking off? Things change. Opportunities open. - [Research the right things the first time (with well-crafted research questions)](https://gwilsonswork.com/research-questions/) - Customer research is not all about knowing what questions to ask, how to ask them, and then getting answers. The gold is in clearly communicating what has been learned and the implication of the insights to those who need to hear it when they need to hear it. - [Task-based personas to the rescue!](https://gwilsonswork.com/task-personas/) - How I feel about user personas depends on whether they look more like a treasure map or a one-and-done printed page of unvalidated assumptions. Luckily, friends, there is a cure. - [The UX of Upgrades | Everyday Experiences Podcast (#8)](https://gwilsonswork.com/ux-of-upgrades/) - In this episode, Geoff Wilson and Guy Thompson team up and trade barbs in debating Guy’s reluctance to move to his new phone. As you know what they say, they just don’t make physical and digital products like they used to. - [5 Impressive yet impactless vanity metrics and how to correct them](https://gwilsonswork.com/vanity-metrics/) - Being able to prove the value of our work is useful for any role. But celebrating ambiguous stats will only cover for so long. Learn what to do here. - [The UX of Kids' Things with Doug Collins | Everyday Experiences Podcast (#7)](https://gwilsonswork.com/ux-of-toys/) - In this episode, Geoff Wilson is joined by Doug Collins to explore the balance needed to design for customers who aren’t the users, but are ultimately the ones left cleaning up the mess… in this case being the parents of small humans. - [Getting Hired: a job interview guide](https://gwilsonswork.com/job-interviews/) - All that I've learned to date in the way of job interviews, distilled down into an extensive guide for others embarking on the hunt. - [The UX of Cables | Everyday Experiences Podcast (#6)](https://gwilsonswork.com/ux-of-cables/) - In this episode, Geoff Wilson and Guy Thompson 'plug back in' to lament how easy it is to end up with the e-waste nighmare that is the cable drawer (we know you have one too). - [The UX of Postal Services with Kate Rutter | Everyday Experiences Podcast (#5)](https://gwilsonswork.com/ux-of-post-offices/) - In this episode, the fabulous Kate Rutter joins Geoff Wilson in tackling [read: deftly complaining about] the most complex customer experience covered on this show thus far: The Postal Service. - [From product requirement to patient harm](https://gwilsonswork.com/beep/) - The ear-piercing beeps and wails from this medical device puts smoke alarms to shame. Too bad it hurts fragile patients just as much as their parents sitting next to them. - [The UX of Buttons | Everyday Experiences Podcast (#4)](https://gwilsonswork.com/ux-of-buttons/) - In this episode, Geoff Wilson and Guy Thompson debate why it feels like there are no universally applied standards for digital or physical buttons. Communication technology standards have been rigorously documented and applied, yet button behaviour is seemingly left up to the whim of the designer. - [The UX of Grocery Stores | Everyday Experiences Podcast (#3)](https://gwilsonswork.com/ux-of-grocery-stores/) - In this episode, Geoff Wilson and Guy Thompson ponder how grocery stores could be better designed for the customer, and whether that is in supermarkets’ best interests. - [Host Introductions | Everyday Experiences Podcast (#2)](https://gwilsonswork.com/everyday-experience-introductions/) - In this episode, Geoff Wilson and Guy Thompson recount their inspiration for this podcast and how their career paths influnced this mutual curiosity for observational design. Plus, real life examples of what happens "when usability falls off a cliff". - [The UX of Bars & Pubs | Everyday Experiences Podcast (#1)](https://gwilsonswork.com/ux-of-bars/) - In this pilot episode of the Everyday Experiences Podcast, an overly-excited Geoff Wilson is joined by the eloquent Guy Thompson to dive into dive bars—exploring the design choices that influence bar patrons and tenders for better or worse. Hey barkeep, pour us another round! - [HCD is the new me](https://gwilsonswork.com/hcd-is-me/) - The wave pushed me and I pushed back, but alas, it was stronger. After years of fighting UX’s relegation to the realm of digital-only products, I’m finally accepting the changing tide. - [So you want to run a focus group… but should you?](https://gwilsonswork.com/focus-groups/) - How do you know when a focus group is the right research method for the job? I'm writing the pros and cons down here for all of us. - [Turning customer-first lip service into real action](https://gwilsonswork.com/customer-first/) - 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 - [You don't need a fancy title to change the world](https://gwilsonswork.com/titles/) - You don't need a fancy job title to start noticing and improving the everyday experiences wherever you work. Don't let a label define your limits. - [The Art of Ethnographic Research at Home](https://gwilsonswork.com/ethnography-at-home/) - This is ethnography for free. The only buy-in needed is a few minutes of attentive curiosity. No judgements or solutioning, only observations. - [The UX issue that almost cost me my flight (and wife)](https://gwilsonswork.com/cancel-flight/) - 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. - [It's not the number of clicks that matters, it's the value each click provides](https://gwilsonswork.com/clicks/) - 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 - [Look broader, think deeper, and don't design in isolation](https://gwilsonswork.com/design-blinders/) - 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. - [Shifting focus from Outputs to Outcomes](https://gwilsonswork.com/outputs-to-outcomes/) - 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. - [Bridging strategy and innovation through an Experience Vision](https://gwilsonswork.com/experience-vision/) - 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 - [So, you’ve been asked to revamp a website... Here’s the best place to start](https://gwilsonswork.com/website-revamp/) - 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. - [The Perception of Value: A Brief Look Into Micro-Experience Awareness](https://gwilsonswork.com/micro-experiences/) - 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. - [Praising good user experiences for a change](https://gwilsonswork.com/ux-praise/) - I made a human error but the movie theatre was there to save us both time. Let's bring more joy into this New Year by praising good user experiences. - [Skeuomorphic design greatness or CRAP usability? You decide!](https://gwilsonswork.com/crap-usability/) - Wondering why I didn't need to enter my card's CVV number was probably the first hint that there was a usability issue afoot in this checkout flow. - [To "Cancel" in the parlance of our times](https://gwilsonswork.com/to-cancel/) - Imagine how awkward it'd be to answer over-the-counter questions like we were using the web. "Are you ready to checkout?" — CANCEL! Let's do better. - [Is There No Room for Art in User Experience Design?](https://gwilsonswork.com/art-in-design/) - Art is subjective, that much is true. But what of art's role in experience, product, or service design? Utility and happiness can coexist can't they? - [UX is not a design, it’s a reaction to one](https://gwilsonswork.com/ux-is-a-reaction/) - Being pedantic can be beneficial. We have no more ability to provide a “user experience” than wishing for a genie to bend someone's free will. - [Informal Lessons on the Art of Writing](https://gwilsonswork.com/art-of-writing/) - There's freedom to be found in writing for yourself without formal guidelines, outlines, or plans. Every journey has a story to bring back and share. - [12 product research steps before delving into design](https://gwilsonswork.com/product-research/) - Talk is cheap, development is not. Observe, question, and learn with these 12 quick and dirty steps to reduce rework and get going in the right direction. - [Where I fall on the User Research vs Experience Design line](https://gwilsonswork.com/research-vs-ui/) - When I'm testing out these decisions out with real people, I feel reassured that whatever this title would be, I'm providing value and reducing risk. - ["Please do not leave this page or go back"](https://gwilsonswork.com/do-not-go-back/) - I’m not saying we should remove error messages, but let's not treat them like a cop-out for addressing underlying systemic issues in design. - [Design the Perfect Wallet for a Friend | #DailyUX Challenge No.1](https://gwilsonswork.com/dailyux-challenge1-walletdesign/) - Set the timer and go! Initial interviews, investigating alternatives, identifying opportunities, defining the design, and validating viability. - [How NOT to design security fields | a hilarious little punch-up](https://gwilsonswork.com/hilariously-bad-security/) - Taking the mickey out of poorly designed security fields to prove a point (and my penchant for the pedantic). - [On the value of being prepared for unexpected user interviews](https://gwilsonswork.com/unexpected-user-interviews/) - User interviews may occur in the unlikeliest of places. How prepare are you for your next impromptu deep dive? Research readiness is invaluable. - [A beautiful welcome to a new workplace](https://gwilsonswork.com/a-beautiful-welcome/) - Seeing their happy paths on the wall signaled their seriousness in embracing this ‘new’ world of UX-led design. It's time to get started! - [How to get the complete picture from User Story Mapping](https://gwilsonswork.com/user-story-mapping-discovery/) - An easy way to discover every step and pain point in user’s process. ## Pages - [Home](https://gwilsonswork.com/) - Turning busy into better with these lessons, observations, and reflections for a better life - [Now](https://gwilsonswork.com/now/) - What I’m working on and thinking about right now — projects, priorities, and experiments shaping my current season of life and work. - [About Me](https://gwilsonswork.com/about-2/) - What I am is what I do. I think. I write. I learn. I make. I have done that, I have done more, and I will do more. I am always tinkering, and here is more. - [Testimonials](https://gwilsonswork.com/testimonials/) - See how leaders, designers, and product minds found inspiration, guidance, and genuine care in working with Geoff. - [Privacy Policy](https://gwilsonswork.com/privacy-policy/) - Who we are Our website address is: https://www.gwilsonswork.com Comments FROM WORDPRESS: When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection. An anonymized string created from your email address (also called a hash) may ## Categories - [💡 Personal Growth & Reflections](https://gwilsonswork.com/category/personal-growth-reflections/) - What I’m finding, learning, and experimenting with in this one life I have - [🔎 Product Design & Strategy](https://gwilsonswork.com/category/product-design-strategy/) - Business lessons and insights - [🎙️ Everyday Experiences Podcast](https://gwilsonswork.com/category/everyday-experiences-podcast/) - Exploring and uncovering potential design improvements in the world around us ## Tags - [user story mapping](https://gwilsonswork.com/tag/user-story-mapping/) - [customer journeys](https://gwilsonswork.com/tag/customer-journeys/) - [new job](https://gwilsonswork.com/tag/new-job/) - [UX design](https://gwilsonswork.com/tag/ux-design/) - [Interaction Design](https://gwilsonswork.com/tag/interaction-design/) - [IxD](https://gwilsonswork.com/tag/ixd/) - [UX](https://gwilsonswork.com/tag/ux/) - [art](https://gwilsonswork.com/tag/art/) - [writing](https://gwilsonswork.com/tag/writing/) - [effort](https://gwilsonswork.com/tag/effort/) - [barrier](https://gwilsonswork.com/tag/barrier/) - [accessibility](https://gwilsonswork.com/tag/accessibility/) - [ecosystem](https://gwilsonswork.com/tag/ecosystem/) - [context of use](https://gwilsonswork.com/tag/context-of-use/) - [medical device](https://gwilsonswork.com/tag/medical-device/) - [Product Design](https://gwilsonswork.com/tag/product-design/) - [HCD](https://gwilsonswork.com/tag/hcd/) - [nitric oxide](https://gwilsonswork.com/tag/nitric-oxide/) - [NICU](https://gwilsonswork.com/tag/nicu/) - [usability](https://gwilsonswork.com/tag/usability/) - [copywriting](https://gwilsonswork.com/tag/copywriting/) - [content design](https://gwilsonswork.com/tag/content-design/) - [walk and talk](https://gwilsonswork.com/tag/walk-and-talk/) - [inspiration](https://gwilsonswork.com/tag/inspiration/) - [motivation](https://gwilsonswork.com/tag/motivation/) - [metrics](https://gwilsonswork.com/tag/metrics/) - [measuring UX](https://gwilsonswork.com/tag/measuring-ux/) - [value](https://gwilsonswork.com/tag/value/) - [what if](https://gwilsonswork.com/tag/what-if/) - [complexity](https://gwilsonswork.com/tag/complexity/) - [design](https://gwilsonswork.com/tag/design/) - [decisions](https://gwilsonswork.com/tag/decisions/) - [features](https://gwilsonswork.com/tag/features/) - [gestalt](https://gwilsonswork.com/tag/gestalt/) - [error messages](https://gwilsonswork.com/tag/error-messages/) - [payment](https://gwilsonswork.com/tag/payment/) - [UI design](https://gwilsonswork.com/tag/ui-design/) - [crap](https://gwilsonswork.com/tag/crap/) - [alignment](https://gwilsonswork.com/tag/alignment/) - [proximity](https://gwilsonswork.com/tag/proximity/) - [jargon](https://gwilsonswork.com/tag/jargon/) - [OKRs](https://gwilsonswork.com/tag/okrs/) - [Customer Experience](https://gwilsonswork.com/tag/customer-experience/) - [objectives](https://gwilsonswork.com/tag/objectives/) - [outcomes](https://gwilsonswork.com/tag/outcomes/) - [customer-first](https://gwilsonswork.com/tag/customer-first/) - [customer-centric](https://gwilsonswork.com/tag/customer-centric/) - [dailyux](https://gwilsonswork.com/tag/dailyux/) - [challenge](https://gwilsonswork.com/tag/challenge/) - [value proposition](https://gwilsonswork.com/tag/value-proposition/) - [interviews](https://gwilsonswork.com/tag/interviews/) - [user research](https://gwilsonswork.com/tag/user-research/) - [feedback](https://gwilsonswork.com/tag/feedback/) - [advice](https://gwilsonswork.com/tag/advice/) - [Double Diamond](https://gwilsonswork.com/tag/double-diamond/) - [Build-Measure-Learn](https://gwilsonswork.com/tag/build-measure-learn/) - [discovery](https://gwilsonswork.com/tag/discovery/) - [development](https://gwilsonswork.com/tag/development/) - [delivery](https://gwilsonswork.com/tag/delivery/) - [experiment](https://gwilsonswork.com/tag/experiment/) - [research](https://gwilsonswork.com/tag/research/) - [pain points](https://gwilsonswork.com/tag/pain-points/) - [opportunities](https://gwilsonswork.com/tag/opportunities/) - [launch](https://gwilsonswork.com/tag/launch/) - [release](https://gwilsonswork.com/tag/release/) - [SDLC](https://gwilsonswork.com/tag/sdlc/) - [digital](https://gwilsonswork.com/tag/digital/) - [process](https://gwilsonswork.com/tag/process/) - [error prevention](https://gwilsonswork.com/tag/error-prevention/) - [visibility of system status](https://gwilsonswork.com/tag/visibility-of-system-status/) - [citizenship](https://gwilsonswork.com/tag/citizenship/) - [new zealand](https://gwilsonswork.com/tag/new-zealand/) - [usa](https://gwilsonswork.com/tag/usa/) - [aotearoa](https://gwilsonswork.com/tag/aotearoa/) - [ethnography](https://gwilsonswork.com/tag/ethnography/) - [ethnographic research](https://gwilsonswork.com/tag/ethnographic-research/) - [remote research](https://gwilsonswork.com/tag/remote-research/) - [square](https://gwilsonswork.com/tag/square/) - [customerexperience](https://gwilsonswork.com/tag/customerexperience/) - 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