Ideas and observations inspired by our work

Making the case for visiting your users

We get used to the normality of our own lives, so it can be easy to forget just how different other people’s lives and needs can be

In-store digital customer experience

Zooming out and looking at the big picture is the best way to prioritise how we can use different technologies across a customer journey

Don’t miss the basking whales

Last summer I was invited to stay with two families I'd never met on the other side of the World

Experiencing a service through the lens of the user

Your customers and users probably understand your system in a very different way from you and your design team