Thinking about better customer experiences

We're Patrick and John. We think organizations can be better for their customers - these are our thoughts on how.

A sign from the Riverside Business Improvement Area showing how you can support small businesses.

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Customer experience and social distancing

Like most of us, I’m sitting at home. The few times I do get out is to walk my dog or to do a quick grocery run. During my trips I’ve...

Two restaurant employees in an empty diner.

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The valuable experience from your first jobs

You've probably learned everything you need to know....

A small girl covering her face with her hands against a black background.

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Playing the shame game

Shame is a powerful motivator....

A hand sketching ideas on a paper. Their iPhone is nearby.

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Don’t let process get in the way of your process

You don't always have to do things just because a process says so....

The lobby of the Fairmont San Francisco

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The “concierge” strategy isn’t what you think it is

“Strategically, we’re trying to be the concierge for blank. That’s our North Star!” When I was in university, I paid the bills...

A notebook showing rough wireframes.

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Is UX a role or an outcome?

In my years as a consultant and working in agencies, there is only one unwavering truth I’ve encountered; you can’t convince anyone...

An office wall covered in Post-it notes.

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Unconscious self-design

Why empathy can lead to bad experience design...

A rideshare driver driving through a city.

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Making CX work in the gig economy

It's not always easy to contract out customer experience....

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Designing for the real world

The sobering effect of watching live sessions....