Thoughts
Our thoughts, ideas, news and views that make us passionate about customer experience.
Our thoughts, ideas, news and views that make us passionate about customer experience.
As the Convention on the Rights of Persons with Disabilities turns 20, this article asks what “Nothing About Us Without Us” should mean for UX in practice. It argues that accessibility is not just about testing whether something works for disabled people, but involving disabled people earlier in shaping what gets built.
Read the article: Nothing About Us Without Us: What CRPD at 20 Means for UXSocial access is the missing piece in inclusive service design. Read Chris Rourke’s latest thinking on creating services that work better for more people.
Read the article: The Third Key: Why Social Access Is the Missing Piece in Inclusive Service DesignHow Kano explains innovation, disruption and competitive advantage.
Read the article: Kano as a Lens for Innovation and CompetitionGood user research creates space for surprise - exposing blind spots, challenging assumptions and helping teams make better decisions.
Read the article: Creating Space for Surprise in User ResearchAccessibility is not just about whether someone can technically use a product - it's about how much effort that use requires. This article explores why cognitive load is a fundamental accessibility issue, how it affects users, and what organisations can do to create clearer, calmer, more inclusive digital experiences.
Read the article: Designing for Cognitive Load: Why Accessibility Must Account for Mental EffortMost organisations treat digital accessibility like a fixed speed camera - everyone slows down for the audit, then immediately speeds up again.
Read the article: The Speed Camera Problem: Why Continuous Accessibility Monitoring Beats the Annual AuditKnowing the three lenses is one thing — here's how to actually use them together without restructuring your entire research function.
Read the article: Applying the Three Lenses Model: How to Integrate MR, CX and UX ResearchMost organisations run market research, track CX, and test with users — but they rarely connect the dots. Here's a model that does.
Read the article: The Three Lenses Model: How MR, CX and UX Work Better TogetherIf your digital transformation north star wasn't defined by evidence, your agile ceremonies and KPI dashboards will simply deliver you efficiently to the wrong destination.
Read the article: Are You Heading to the Right Moon?AI research tools promise speed – but at what cost to human insight? Are synthetic users and digital clones really the same, and do they truly work for UX research? We cut through the hype to share a clear, practical view: where synthetic methods add genuine value, where human insight remains essential, and how to tell the difference between synthetic users and digital clones in real‑world research. A must‑read for UX professionals, product teams, and researchers navigating AI‑driven testing.
Read the article: Synthetic Users and Digital Clones: A UX Researcher’s Honest Take