Customer Experience

I’m still lowkey mad at Seth Godin for this.

Your brand story might be a glossy promise your operations can’t cash. Peek behind the ads to the tiny moments that prove who you are and decide whether you’re different.

Rediscover roots. Trade trend chasing for clarity by answering tough questions about purpose, values, positioning, audience, style, and vision that realign teams, sharpen decisions, and build momentum.

Far too many experiences are designed around the assumption that people want to be engaging with them. It’s an easy mistake to make. If you’re designing, say, an ecommerce site, it would be natural to assume your customers have an internal drive to find a product they want, add it to their cart, a…

Why identical outcomes spark love or fury. Explore how dopamine, clear communication, and expectation management turn projects into loyalty. Discover healthcare inspired habits that keep customer experience steady.

Agile began as a manifesto and became an industry. When design teams adapt it without dogma, tension turns into flow, scope changes stop derailing, and client collaboration beats paperwork.

Once you’ve sorted out your company’s roots (purpose, values, style, etc.), you’ll find yourself faced with the challenge of trying to hold all that information in your head when making a decision. One of the best tools for dealing with this situation is a metaphor: a concept that ties these element…

Spreadsheets soothe nerves but distort reality. Great brands move hearts before minds. Respect data yet prioritize instinct, meaning, and identity to spark devotion and long term impact numbers can't capture.