Blogs

"There is a 'You' in the universe, you know." Could you think of a more zen-like statement? And the fact that it happened in an Uber from San Francisco airport to my hotel could not have been more on-brand. The funny thing was I found that Uber ride incredibly inspirational. I would certainly be a person who checks the "quiet ride" option when booking. But on this particular trip, my driver was an engaging young guy trying to make sense of the world around him. The experience

I don't know what to do now. I have heard some version of that phrase more times this year than I can count. From executives at the peak of their careers. From people who have achieved everything they set out to achieve and found themselves standing in the middle of it, wondering what comes next. From young adults just starting, staring at a world that feels overwhelming and full of possibility in equal measure. I know that feeling intimately. As I navigate life and the many

TL;DR: The Friction Problem: Most organizations design their processes for internal convenience, leaving their customers to navigate the consequences. The Yes Test: Before you finalize any customer-facing process, ask one question: does this make it easier or harder for the customer to say yes? Outside-In Design: Great customer organizations do not design processes and then add a customer experience layer. They start with the customer's experience and build backward. Friction