Having stories to tell is different from being able to tell stories. It is an art to be able to tell a good story, one that not only keeps people engaged, but also transmits some knowledge or lesson as well. Stories are one of the best ways to share knowledge in a way that is relatable and impactful. 

One of the things that I have learned from doing this podcast is that everyone has a story to tell. I also have learned that sometimes people need some assistance telling their story. That can be limited to just some conversational prompts on a podcast, or a longer-term mentoring about how to put those stories in writing. 

I’ve long been interested in public scholarship, taking what I know as an academic and putting it into terms that a broader public can be engaged in. As an academic, I also know that my communication style has been heavily influenced by academic writing, which if you have ever tried to read that style you will know that it isn’t conducive to engagement. So you could say I needed a little help with telling my story.

That’s why I partnered with Eric Koester and his company Manuscripts. That’s also why I am having him as a guest on EXD today. Eric started Manuscripts from an experiment that he ran while teaching a college class. The assignment for all of his students was to write a book by the end of the semester. From that process came the idea of a larger effort to help people tell their stories, and that has resulted in 3500+ published authors, 350+ national and international award winners and finalists, and a 90% manuscript completion rate. I might add that Manuscripts also is a Certified B Corp!.

Eric and I cover a lot of ground in this conversation. We discuss the limits of modern-day education, and how to design more impactful learning experiences. A key is to connect with people’s interests and passions. Eric shares findings from his research on inflection points in people's careers, highlighting that substantive, collaborative projects are key to achieving such points. Eric emphasizes the need for projects that can be packaged and completed, such as a 12-episode podcast season or a 200-page book, rather than starting with smaller tasks like a blog or a single podcast episode.

Eric discusses the importance of systems in achieving goals, particularly in writing books and dissertations, and highlighted Manuscript's B Corp certification as part of its mission to empower underheard authors. We discuss the principles of creating knowledge movements and thought leadership through books. Eric explains that successful movement-driven books typically teach either a new type of person to aspire to be or a new type of action to aspire to do, emphasizing the importance of simplicity and intrigue.

And I can say for me that working with Eric and Manuscripts has been extremely helpful in getting me to tell the stories that I have been wanting to share. 

Eric Koester: https://erickoester.com/

Eric Koestler on LinkedIn: https://www.linkedin.com/in/erickoester/

Manuscripts: https://manuscripts.com/

“Super Mentors: The Ordinary Person’s Guide to Asking Extraordinary People for Help”: https://www.amazon.com/Super-Mentors-Ordinary-Persons-Extraordinary/dp/B0B5Q6V6BB

Of course, this is where marketing comes in. 

Marketing is that thing that tries to connect us with products, services, organizations, and every other matter of thing that is trying to get our attention. In the Attention Economy, that’s a tall ask. The Attention Economy refers to how human attention is a scarce resource and can be traded for profit. The key point here is it is a ‘scarce resource,’ and one that is only getting more scarce. As an educator, I know this very well. We only have so much attention to give, and there is more and more that is competing for it. 

Marketers have a much harder job, but luckily for them they have more tools at their disposal to help. The trick is how to best use them.

Today's guest on Experience by Design is Lisa Cole, Chief Marketing, Product, and AI Officer (or CMPAIO) of the company 2X. She also is the author of the just released book The Limitless CMO). She also is the author of the books “Brand Gravity” and “The Revenue Ramp.” 

We talk about how growing up she was the kid that always tried to take things apart to see how they worked. That translates very well to exploring how AI can be leveraged for marketing today, digging into it and seeing how it works in order to capitalize on its abilities in the Attention Economy. 

We discuss how we need to spend more time learning than just doing, finding ways to do things differently than before if we want to stand out from the noise. Lisa highlights the importance of reimagining workflows and tasks before applying AI to optimize outcomes and prevent inaccuracies. Afterall, the product produced through the use of a tool is always dependent on the skill of the person using it.

Lisa’s new book shows how marketing leaders can overcome constraints through three key levers: running marketing like a business, leveraging outsource models, and adopting AI. We also discuss the relationship between sales and marketing, and how many companies continue to make it harder to buy when they finally get your attention. 

Finally, Lisa shares how she used an AI-based tool to interview her on long drives to help her generate ideas for her book. 

In this new era of attention competition, there is a lot to learn to make people aware of our presence, and this conversation is a great place to start no matter what you are marketing. Even cereal.

Lisa Cole: https://www.linkedin.com/in/lisacole01/

2X Marketing: https://2x.marketing/

“The Limitless CMO”: https://www.amazon.com/Limitless-CMO-Transform-Order-Taking-Market-Making-ebook/dp/B0GSCXR8HM

In ninth grade, I had a typing class on fully manual typewriters, the kind where the keys would jam and you had to whack the return bar. Good times. The next year, the school installed PCs for typing class. I also have lived through dot matrix printers, dial-up modems, floppy disks (the actual floppy kind), cable television arriving, cell phones becoming ubiquitous, and a whole host of other “advancements” that promised to make my life easier and better. 

I don’t know about you, but I’m not feeling it. 

Making things more efficient doesn’t mean the outputs are higher quality. Rather, they just become more frequent because the actual labor it takes to do an individual thing goes down. However, as nature abhors a vacuum, the reduced time it takes to do one thing is filled by doing other things. Sure it takes a shorter time to get an email than “snail mail.” But imagine if we got as much snail mail as we do email. Only pop culture stars would get that amount of mail, and they have assistants to help them answer we. We have to answer our own emails!

What does it all mean? I’m doing more and more, but does that mean I’m more and more successful? I can be in contact with more people, but am I more connected? I can produce more, but am I more productive? I can access the most advanced health care in human history, but am I healthy? These are the contradictions of our time. We were promised one thing, but we are finding ourselves in another place. The present is not as advertised. 

And I’m still waiting for the flying cars I was promised growing up. 

To tackle these deeper questions, I have Dr. Camille Preston on Experience by Design podcast. Dr. Preston received her PhD in Psychology at the University of Virginia, for which her work on policing domestic violence received the APA International Best Dissertation Award. That work led to a broader interest in trauma, grief, growth, and recovery. 

Today as Founder and CEO of AIM Leadership, she is an executive coach to senior leaders in major companies, a well-traveled keynote speaker, faculty member, advisor, and author. Her works include three books, “Living Real: Redefining Success, Presence, and Happiness,” “Rewired: How to Work Smarter, Live Better, and Be Purposefully Productive in an Overwired World,” and “Create More Flow: Igniting Peak Performance in an Overwired World.”

We talk about how there is a tendency to avoid difficult conversation and suppress trauma, which impacts all aspects of our lives (including being effective leaders). She discusses the challenges of building authentic connections in this technological era. As a result, organizations need to create places where people can build relationships through simple conversations and shared activities. 

Camille talks about moving from the “Information Age” and into the “Wisdom Age,” where individual AI will disrupt traditional sources of power and expertise. Finally we discuss her work as a “Business Doula,” helping individuals and organizations navigate transitions and giving birth to new possibilities. After all, times of uncertainty create tremendous potential for growth. All we have to do is to start embracing the “woo.” 

Dr. Camille Preston: https://www.camillepreston.com/

Camille Preston LinkedIn: https://www.linkedin.com/in/camillepreston/

“Rewired: How to Work Smarter, Live Better, and Be Purposefully Productive in an Overwired World”: https://www.amazon.com/Rewired-Smarter-Purposefully-Productive-Overwired/dp/0984904107

“Living Real: Redefining Success, Presence, and Happiness”: https://www.amazon.com/dp/B0F7T38495

“Create More Flow: Igniting Peak Performance in an Overwired World”: 

https://www.amazon.com/Create-More-Flow-Performance-Overwired/dp/0984904115

One of the main attractions was the retirement of Jessie Diggins, the greatest Nordic athlete ever to come out of the United States. Her legacy however goes well beyond the Olympic medals and world championships. When she talks about her career and her impact, she focuses much more on the culture she helped to create on the US Nordic ski team, and the larger impact on youth skiing.

One of her trademarks is wearing glitter on her cheeks during her races. At the event, hundreds (if not thousands) of people were also wearing glitter. While perhaps a small symbol to some outside of this culture, it speaks to how the outcome of the race is not the only thing. Rather, it is the joy of participating in a community with others who share the passion you all have for this activity.

On her legacy, she said the following:

“I think the team is going to be just fine without me,” Diggins said. “And I feel like that’s how I know I did my job. There’s so much leadership coming from so many people, because this team is filled with individuals who have put their heart and their energy into the team and who spend time thinking about, How can I make this team better? Not just what can I get and how can the team help me, but how can I make sure that we succeed? And I think that is why we succeed.”

On the point of leadership, I welcome Dalmo Cirne to Experience by Design podcast. Dalmo wrote the book “The 4 Streams of Leadership: Transform Yourself into an Overachiever Manager.”  In this book, he talks about how being in a position of leadership doesn’t prepare you for being a leader. People often are promoted into leadership positions because of their technical competence, but that doesn’t translate into effective leadership. 

We talk about the overtaxing of middle management when placed into this position, and how it impacts those who are reporting to them. We discuss the concept of leadership and the importance of understanding and managing different streams in an organization, including downstream (team and projects), upstream (communication with upper management), and sidestream (interactions with peers in other departments).

Dalmo examines the nature of leadership, agreeing that while organizational hierarchy is necessary for making difficult decisions, true leadership is demonstrated through actions and behaviors rather than just position

Dalmo highlights the significance of understanding one's own motivations for seeking leadership roles, contrasting those who are naturally drawn to leadership with those who seek it for external recognition or financial gain. 

Finally, we have some conversation about the properties of snow, including heavy and wet New England snow versus light and fluffy Colorado snow. And what better time to talk about snow and leadership than with the retirement of Jessie Diggins and the emergence of the next generation of Nordic leadership for US cross-country skiing! 

Dalmo Cirne: https://dalmocirne.com/

Dalmo Cirne LinkedIn: https://www.linkedin.com/in/dalmocirne/

“The 4 Streams of Leadership”: https://www.amazon.com/dp/1510785183

So thank you for 25,000 downloads. And I promise more great guests for the next year.

We have had a run of great episodes on employee experience, and it is one of my favorite topics to explore in experience design. In discussions of workplaces, the framing typically is either around the workers (at the bottom of the org chart) or the leadership (at the top of the org chart). When people talk about organizational change, it is framed as either ‘top-down’ or ‘bottom-up’. These formulations leave something important out: the middle. 

In many ways, middle management often goes unresourced, underappreciated, and stressed. But it also is where things need to get done, and ultimate strategic success can depend.

My guest today on Experience by Design is the author of the book “The Elevated Leader” who talks about ‘the messy middle’ in organizations. Laurie Maddalena is first notable characteristic is that sociology was her favorite class. Along with that topic, we explore the challenges of having five generations in the workplace right now, and what that means for management and leadership.

She talks about the Six Saboteurs in the workplace, which she lays out in her book and consulting. We explore how there are no “hard skills” or “soft skills”, but rather just essential skills. The key goal is to create environments where people can do and become their best. 

Laurie provides practical leadership tools with training that gives actionable tips rather than vague statements. She stresses the need for career paths besides leadership. We explore the evolution of human resources into being a strategic partner that are shaping the culture of the workplace. 

Finally, we talk about while conflict is natural and necessary for team growth, the key is managing it constructively rather than avoiding it. Laurie also offers a free assessment tool to help leaders identify and overcome their specific saboteurs. 

Laurie Maddalena: https://www.lauriemaddalena.com/

Laurie Maddalena LinkedIn: https://www.linkedin.com/in/lauriemaddalena/

“The Elevated Leader”: https://www.lauriemaddalena.com/elevated-leader-book

Which makes Experience by Design stand out in a somewhat unique way in terms of the length of my conversation with guests. Only about 15% of podcasts last an hour or more. 

So why go for an hour when most podcasters go for a much shorter length? Stories.

Part of my goal here at ExD is to hear the stories that people have to offer, to learn about the people behind the products and offerings. I like to think about it like “Humans of Experience Design.” As an ethnographer, I like to hear people’s stories. I’ve also found that people like sharing their stories. In many ways, the manner in which we share stories is what makes us human, or more human.

My guest today knows all about telling stories. Bill Blankschaen is here to talk about his book “Your Story Advantage: A Proven Path to Maximize Your Impact, Influence, and Income.” 

Bill’s background has roots in his study of English and History, both of which are rich in stories. He then found himself leading a private school. While rewarding, he felt a calling for something more, and that was to help people tell their stories. This led to his company StoryBuilders, “a creative team of storytellers who are passionate about serving people with excellence in genuine, high-trust relationships.” Bill and StoryBuilders provide coaching, assistance with writing, getting it ready for launch, and getting it in front of your audience. They have worked with a range of business leaders, political figures, cultural influencers, and many more, helping to tell their stories and get their message out. Bill also is a multiple New York Times and USA Today bestselling writer and business founder.

Bill and I talk about the path to finding purpose in life by engaging in your passion. We explore writing as a journey of exploration rather than just a final product. Bill relates about working with people who have a clear vision on what they want to do, as well as those who just have the desire to tell a story but not quite sure how. We also talk about the emergent area of hybrid publishing. While self-publishing has become more accessible, it’s still important to ensure quality and align publishing strategies with the author’s goals. He also emphasizes StoryBuilder’s approach to customize the publishing approach to each author’s needs. 

Finally, Bill talks about the role that AI is starting to play in the writing and publishing process, and how it should compliment creativity rather than replace it. 

StoryBuilders, LLC: https://mystorybuilders.com

Bill Blankschaen LinkedIn: https://www.linkedin.com/in/billblankschaen/

“Your Story Advantage: A Proven Path to Maximize Your Impact, Influence, and Income”: https://www.amazon.com/Your-Story-Advantage-Maximize-Influence/dp/1954521901

This once again introduces the central importance of dispute and conflict resolution in our lives. It also emphasizes the importance of those who have the skills to help us navigate conflicts and dispute in order to come to some kind of outcome that is fair and equitable. 

In this episode of Experience by Design, I’m fortunate to have Colin Rule, CEO of ODR.com, with ODR standing for online dispute resolution. Colin is the author of the book “Online Dispute Resolution for Business.” He also was the Director of Online Dispute Resolution, meaning that he has seen more conflict than the most experienced global negotiator. Colin shared insights from his experience at eBay, where they managed 60 million disputes annually across 54 countries, emphasizing the need for a fast and fair resolution system to maintain trust in online marketplaces. 

We talk about his early stage appearance as Tevye in “Fiddler on the Roof” in high school, and his involvement in the debate team. He describes how debate influenced his desire to form authentic and genuine belief in his arguments. Colin explains how his interest in peace studies developed through mediation training and his understanding of conflict resolution as a form of peacemaking.

Colin shares personal experiences where empathetic listening resolved a long-standing dispute, highlighting the value of authentic apologies and understanding. We also discuss the concept of fairness and justice, especially in an era of artificial intelligence. Colin suggests that AI has transformed the landscape of dispute resolution, and while this change is irreversible, it presents new challenges and opportunities for the field.

In a time of needing greater dispute resolution to end conflict, it is a great moment to hear from Colin’s work in creating dispute resolution experiences.

Colin Rule: https://www.colinrule.com/

Colin Rule LinkedIn: linkedin.com/in/crule

“Online Dispute Resolution for Business”: https://www.amazon.com/Online-Dispute-Resolution-Business-Employment/dp/0787957313

There were a lot of athletes that were projected to win gold, including Jessie Diggins who is the greatest US cross-country skier ever. However, no US woman or man has ever won a cross-country skiing gold, so there were a lot of hopes that this would be the year. But that didn’t come to pass. The men were able to secure two silver medals, and Jessie Diggins won a bronze. To add to this, Jessie Diggins is retiring at the end of this season, marking the end of a remarkable career.

So was it a disappointment? Depends on how you measure it. By one metric of success, she failed to achieve the top goal of winning a race and taking home the gold. But other measures, according to Jessie, she did all she could, left it all out there, and represented herself, her friends and family, and her country well. The same could be said for a lot of athletes who ‘failed’ to live up to expectations, but nonetheless did what they could to succeed. 

In a culture where second place might be referred to as “first loser,” coming back with less than complete victory is a high standard. And maybe it is time for that standard to change, and the culture around metrics to shift. 

To talk about the impact of measuring what matters, and more broadly the need for changes in organizational culture and employee experience, I welcome Dr. James Killian to Experience by Design podcast. This is the second Industrial/Organizational Psychologist in two weeks, so that might be a record for any podcast. 

James has a new book coming out titled “Obsessed: Cultivating the Customer-Driven Leader.” The book describes how to develop customer-focused leadership habits, establish employee-centric cultures, create linkages between employee and customer experience, and establish metrics that really matter to your strategy. 

James explains his entry into the field after discovering it during an introductory psychology class at Texas A&M, describing his interest in combining business and psychology. We also talk about his experiences in industry as well as working in the Michigan State University Customer Experience Management Masters program. Finally, there is the familiar theme about needing to create better connections between industry and academia. 

Dr. James Killian: https://www.linkedin.com/in/james-killian-ph-d-859182/

“Obsessed:Cultivating the Customer-Driven Leader”: https://the-customer-driven-leader.com/

Pre-order now!: https://books.manuscripts.com/product/obsessed/

My career ultimately led me to workplace ethnography through a sociological lens, focusing on organizational structures, systems, cultures, and group dynamics—including critical themes like diversity, equity, inclusion, and belonging. In essence, I study how to build stronger workplace communities across in‑person, remote, and hybrid environments. Work remains one of the most powerful forces shaping identity, social perception, and life opportunities. One of the first questions we ask one another is still: “What do you do for a living?” Work undeniably defines us—and the systems around it matter.

That’s why I was particularly excited to welcome today’s guest: Dr. Benjamin Granger, Chief Workplace Psychologist at Qualtrics. It’s a title that signals both responsibility and influence. In this role, Dr. Granger helps organizations worldwide elevate employee experience and adopt leadership practices that create more human‑centered, high‑performing cultures. His new book, A Leader Worth Following, distills these insights into actionable strategies for leaders seeking to build trust, connection, and long‑term organizational health.

In our conversation, we explore Dr. Granger’s journey into I/O Psychology and how his desire for real‑world impact led him toward applied professional practice rather than a purely academic path. We examine the rising imperative for human‑centered leadership—especially in an era defined by uncertainty, rapid change, and heightened expectations around wellbeing and psychological safety.

Dr. Granger also draws on evolutionary psychology to explain why certain leadership traits resonate more strongly today, and how leaders can better align their behaviors with how people naturally build trust, assess credibility, and form meaningful connections. Ultimately, he encourages leaders to take ownership of the experiences they create, understand the perceptions they shape, challenge outdated leadership norms, and cultivate environments where people feel connected, supported, and empowered to thrive.

Along the way, we bridge longstanding gaps between psychological and sociological approaches to understanding work—revealing how the integration of both disciplines offers a more holistic perspective on leadership, culture, and employee experience.

Dr. Benjamin Granger: https://www.linkedin.com/in/benjamin-granger-7147991b/

“A Leader Worth Following: https://benjamingranger.com/

But talk about pressure. So much comes down to one day, one event, one performance. That’s a tremendous amount of stress. It’s not just a physical challenge but a mental one as well, especially for those favored to win or in contention for a medal. I just watched Jessie Diggins earn her medal while skiing with bruised ribs and collapsing at the finish—as she often does. Commentators described her ability to “tune out” distractions, “channel” pain, and “focus” on exactly what she needs to do. All of this highlights the mental side of performance.

Today on Experience by Design, we welcome a guest who specializes in that mental side—specifically, the electrical impulses and brain states we experience during different types of activities. In his new book, Life Explained: Chasing 10 Hertz, Dr. Izzy Justice explores neurohacks that reduce brain frequency, enhance sensory input, and create more mindful experiences. Izzy discusses his research on brainwave frequencies, especially the “magic” 10 Hz state in which sensory input is amplified and cognitive function peaks.

Dr. Justice explains how trauma and panic can impact athletes during competition, particularly in sports where unexpected challenges can arise. But these principles extend far beyond athletics—we also explore how they apply to creativity in business, focus in education, learning, and everyday tasks.

We also talk about the importance of translating academic findings for public audiences. Izzy emphasizes the need for actionable language and accessible frameworks for managing brain states, and why greater education is essential for helping us regulate our own brain activity, reduce the noise around us, and reach that 10 Hz state to create more mindful experiences.

A Gallup poll further reveals that young men in the U.S. are lonelier than their counterparts in other parts of the world. According to the report, “U.S. men stand out, not only in terms of absolute rates of loneliness but also in how much more likely they are to feel lonely compared with younger women and others in their own country. This is a rare pattern across wealthy countries, none of which exhibit a starker divide between young men and the rest of the nation’s residents.”

There is a clear need for men—and for people more broadly—to have opportunities to gather, meet, and genuinely connect.

Enter WeRoad, a travel experience company designed to bring people together through shared journeys. Fabio Bin, Co-founder and Chief Marketing Officer of WeRoad, helped create the company with the loneliness epidemic in mind. He joins me on Experience by Design to discuss WeRoad’s origins and its mission to foster human connection, not just tourism. While the trip is the product, the true experience comes from the people who share it with you.

From the thoughtful screening and training of travel coordinators, to pre-trip events that help groups bond, to post-trip virtual communities, every aspect of WeRoad is designed around building relationships and cultivating a sense of belonging.

We talk about WeRoad’s growth across Europe and its efforts to expand into the United States—something that survey data suggests is sorely needed. We explore how WeRoad helps people break out of their social bubbles and form new communities through shared adventures. Fabio also describes how travelers are building an identity as “WeRoaders”—some even getting WeRoad tattoos—and shares the company’s new initiative, WeRoadX, which empowers travel leaders to design their own trips based on their passions through a participatory design approach.

Fabio Bin: https://www.linkedin.com/in/fabiobin
WeRoad: https://www.weroad.com/

What was more surprising was that the majority of RVs made in the US come out of Indiana. In fact, turns out that Elkhart, Indiana is the RV capital of the wold. I’m originally from Michigan, and frankly had no idea that RVs happen in Indiana even though it is a neighboring state. Beyond basketball and corn in Indiana, there are also RVs. Who knew?

My guest today on Experience by Design is also from Indiana, Fort Wayne to be exact. Barry LaBov is the founder and CEO of LABOV Marketing and Communications, but he is much more than that. He also has authored over a dozen books, including his new book The Power of Differentiation, aimed at leaders looking to differentiate their brands and products by moving beyond a commodity mindset and showcase what makes them unique. This focus not only makes companies more attractive to customers, but also employees as it gives them a sense of purpose regarding the work they do. 

We talk about his work with clients guiding them to differentiate and identify what makes them unique. We explore the vital aspects of connecting customer and employee experience, and why alignment in your experience design matters. He digs into the branding challenges in troubling times as companies try to navigate the social landscape. He describes the importance of qualitative data in understanding your customers and employees, and not waiting for the “perfect data” to present itself. He also describes his experiences as a musician, touring with the band Mark Urgent and how learning music is similar to his efforts as a marketing expert. 

And of course we talk about RVs. 

Barry LaBov: https://www.barrylabov.com/

LABOV: https://www.labov.com/

“The Power of Differentiation”: https://www.barrylabov.com/books

Looking back, the impact of major technological shifts seems obvious. But living through them is far more complex. On any given day, headlines announce CEOs radically reorganizing around artificial intelligence and replacing roles once held by people, while other reports note that many companies have yet to realize measurable benefits from their significant AI investments.

The reality is that the long‑term implications—for business, society, and our daily lives—are still unfolding. Organizations must therefore be thoughtful and strategic, not reactive, in how they adopt and integrate AI technologies.

This week, we’re fortunate to explore these questions with Hakob Astabatsyan, founder of Synthflow.ai, an end‑to‑end Voice AI platform that aims to “redefine how enterprises connect with customers.” Our conversation goes well beyond Synthflow’s product offering to examine the evolving nature of AI itself.

We discuss the technical and philosophical challenges of building AI‑driven voice orchestration systems capable of mimicking human conversation. Hakob reflects on the current limitations of AI—particularly in handling emotional nuance—and the possibilities for AI tools to simulate empathy in certain contexts. He also explains Synthflow’s Visual Conversational Flow Builder, which enables organizations to design guided conversational paths that help customers navigate interactions more effectively and improve outcomes.

Throughout our discussion, Hakob emphasizes a central point: AI should enhance human capabilities, not replace them. While disruption is inevitable, the greater opportunity lies in elevating uniquely human skills—critical thinking, creativity, communication, and collaboration. This shift will require educational institutions to rethink what and how they teach in order to prepare students for the world emerging around us.

Hakob also looks ahead, predicting that 2026 will be a pivotal year for AI adoption, driven not by futuristic breakthroughs but by improvements in usability, accessibility, and seamless integration into everyday business operations.

Hakob Astabatsyan: https://www.linkedin.com/in/hakob-astabatsyan/

Synthflow.ai: https://synthflow.ai/

One of the things that is meant to last throughout the new year are the changes that we want to make in our lives. While January 1st as a starting date is in many ways arbitrary as a demarcation point of transformation, it still is symbolically significant as a point where changes take place. Experience design can be about transformation, having these metamorphic experiences that make us different in some fundamental way. The new year definitely is one of those moments when transformation can take place. But if change is going to take place as the saying goes, “let it begin with me.”

One of the common resolutions is to simplify one’s life and ‘declutter’ what is causing our lives to become unmanageable or not able to navigate easily. The psychological impacts of clutter can be many, including increased stress levels, difficulty focusing, procrastination, difficulty with relationships, lower quality of life, decreased well-being, and feelings of being overwhelmed. We can accumulate and hold onto things throughout our lives, some of them material and some emotional and even relational. When we hold onto things that no longer serve us and only get into the way, they can impede our progress.

This is why it is a perfect time for today’s guest on Experience by Design. Saahil Mehta is on a mission to help people declutter. Part of this might come from his background as an engineer, creating things that are planned out and well organized. Part of it might come from his mountaineering expeditions, planning each element and only bringing what you need to accomplish your goal. All of it comes from his desire to get people in a place where they can move forward and achieve their dreams.

We talk about his book “Break Free: A Guide to Decluttering Your Life”, where he lays out his approach to helping others develop better relationships, have more time for their passions, and find a better path to move forward in their lives. Saahil describes his 7 Internal Summits Priority Framework as a tool that helps individuals prioritize the most important areas of their life. We also talk about the importance of overcoming people pleasing behavior, sharing the roots of the pattern and how we can start to prioritize more of our own needs.

Saahil also shares his own transformative experience from a 2016 retreat where he learned to embrace authenticity and discovered others' confidence in him despite his self-doubt. Together we explore authentic success versus societal expectations. We discuss the importance of prioritizing the things that matter most to us, and emphasize the need for honest self-assessment and the importance of creating space for reflecting on those things in our daily lives. 

Finally, we have a link to Saahil’s Exponential Success Blueprint Webinar, which you can register for free.

Saahil Mehta: https://www.saahilmehta.com/

Saahil Mehta on LinkedIn: https://www.linkedin.com/in/saahilmehta/

Exponential Success Blueprint Webinar: https://www.saahilmehta.com/success

As the holiday season winds down, many of us breathe a sigh of relief. The decorations are packed away, the music fades, and the whirlwind of expenses and obligations comes to an end. Yet, for many, the aftermath brings its own stress—credit card bills, fatigue, and even emotional strain. The truth is, the holiday experience can carry its own form of trauma.

Trauma is far more common than we often acknowledge. Research suggests that over 70% of Americans have experienced at least one traumatic event in their lifetime. The American Psychological Association defines trauma as “any disturbing experience that results in significant fear, helplessness, dissociation, confusion, or other disruptive feelings intense enough to have a long-lasting negative effect on a person’s attitudes, behavior, and other aspects of functioning.”

This raises an intriguing question: What if we could design environments—whether for holidays, workplaces, or communities—that reduce trauma and even promote healing?

Despite its prevalence, trauma often goes untreated. Few who experience it receive the help they need. This gap inspired Janet Roche and Christine Cowart to take action. After meeting as volunteers at Vermont Adaptive Ski and Sports, they recognized the need for trauma-informed training for those working with vulnerable populations. In 2019, they co-founded the Trauma-Informed Design Society (TIDS) with a mission:

“To create physical spaces that promote safety, well-being, and healing—spaces that respect identity, worth, and dignity, and foster empowerment.”

On the latest episode of Experience by Design, we explore their framework for designing environments that minimize harm and support recovery. Janet and Christine share real-world applications—from correctional facilities to schools—and highlight Oregon’s recent mandate for trauma-informed behavioral health units, which has driven demand for their credentialing programs and continuing education courses.

Today, TIDS offers a suite of resources, including:

• Trauma-Informed Design Credentialing Courses
• Partnerships with the American Society of Interior Designers
• An evaluation tool for K-12 schools

Their next course begins January 31st. Learn more at https://www.tidsociety.com.

Janet Roche: linkedin.com/in/janetrochedesigns

Christine Cowart: https://www.linkedin.com/in/christine-cowart-trauma-informed-consultant/

New Year is the time of year when we build unrealistic expectations about what the huge celebration we should be part of, and what big changes we are going to make in the form of our resolutions. It is a lot to live up to, and can create a lot of pressure. All of which is why I don’t like New Year’s. 

To be honest, I feel like our run of holidays go steadily downhill starting with Labor Day and ending with New Year’s Day in terms of the pressure that they create. We can get fixated on the types of experiences we should be having, and measuring what happens to often unrealistic expectations. The good news is that the only way to go is up! However your holidays went, I hope things are looking up for you.

Experiencing a lot of pressure, going down, and going back up are all great themes for this week’s guest on Experience by Design. I first learned of Henry Rausch when I found his book “Submerged: Life on a Fast Attack Submarine in the Last Days of the Cold War.” For long-time listeners, you will be familiar with my fascination with US naval history as well as the working environments of submarines. His book is a great first-person account of being deployed on a submarine, including the “ups and downs” associated with submarine life. “Submerged” is currently the #1 Best Seller on Amazon in the Biographies of the Military Navy, as well as a winner of other book awards, including First Place in Published Nonfiction at WriterCon 2025. 

Hank’s second book is “How to Hotwire an Airplane: A Novel of Regret and Redemption,” and weaves together his father’s experience being a medic in the Vietnam War along with his own experiences being a pilot. The book places this in the context of US border policy its impact on those who cross the border seeking a better life. 

Taken together, Hank’s work explores personal transformation under stressful and sometimes dire circumstances. 

We discuss his experiences in the US Navy, and what he learned about leadership as a naval officer. He describes the months submerged while on patrol, along with the good times of being back in port. He talks about his subsequent work as an IT consultant working in satellite operation centers, and how lessons from his submarine tours informed his management style in civilian life. 

Finally we talk about the lessons that learning to fly has on life. As Hank describes, when you are teaching someone to fly, you have to let them fail up to the point that they might die. He emphasizes the need to enforce high standards, and how performance and recognition will predict how much satisfaction is felt in their work. 

He also teases the new book that he is working on, so we get a sneak preview of that as well. 

Henry Rausch: https://henryrausch.com/

“Submerged: Life on a Fast Attack Submarine in the Last Days of the Cold War”: https://www.amazon.com/Submerged-Life-Fast-Attack-Submarine-ebook/dp/B0DN8CFV3S

“How to Hotwire an Airplane: A Novel of Regret and Redemption”: https://www.amazon.com/How-Hotwire-Airplane-Henry-Rausch-ebook/dp/B0DHV4VVHX

The actual origins, according to Wikipedia, seems to be around the mid 1700s when “traditionally on this day tradespeople, employees, etc., would receive presents or gratuities (a ‘Christmas box’) from their customers or employers.” So maybe one of the earlier manifestations of customer and employee experience. 

One of the things that I love about doing experience design is how relatively small things can make someone feel like a superhero. Little acts of experience design can make a big difference in people’s days and even their lives. And isn’t that what it is all about, including the holidays? Whatever you believe or don’t believe regarding the holidays, being mindful of extending small acts of kindness or doing something that is relatively simple to make a huge impact. 

Which is a perfect thing to keep in mind for our show today. My guest on Experience by Design is Erika Sinner. Erika brings a lot of compassion and empathy to the world. In fact, she prefers the title of Chief Empathy Officer. Her book Pets are Family emphasizes the importance of pet bereavement policies in organizations. This is just one part of her efforts to bring more empathy to the workplace. She also is the CEO and Founder of Directorie, “a(n) agency that connects seasoned commercial, marketing, and market access experts” with organizations that are under-resourced and overworked. 

If that wasn’t enough, she now is the Chief Empathy Officer of Tiny Super Heroes, which makes children who are facing unique medical challenges to feel like the superheroes that they are. As their website states, “We’re setting out to transform hospital culture - one hospital at a time - because every child’s clinical journey should be filled with strength, hope, and a little more fun.”

As part of Tiny Super Heroes, children get their own superhero capes and get badges to mark the medical treatments they receive as well as other accomplishments. It is all at no cost, and made possible through the donations of individuals and organizations, and aims to reach all 226 children's hospitals in the country.

We talk about Erika’s personal journey and struggles that led her to her work as a founder Directorie and now CEO of Tiny Super Heroes. We also talk about the importance of play in the workplace as a way of creating a sense of safety and trust. Talking about culture as a leader isn’t enough; leaders need to take the necessary steps to create a place where employees don’t dread Sunday nights because they have to go to work on Monday. She discusses the importance of company culture and employee commitment in attracting top talent, especially for Gen Z and Gen Alpha who prioritize making a difference.

Erika discusses the positive impact of the Tiny Super Heroes program on children with medical conditions, highlighting how it helps reduce anxiety and improve clinical outcomes by transforming medical experiences into fun missions. The program has online support groups for parents, which currently have around 60,000 members. Healthcare providers also benefit from the program by creating a more positive and playful environment in hospitals. In this way, it is really an experience design that impacts the healthcare ecosystem.

So on this Boxing Day, you can listen to this episode and head over to the Tiny Super Heroes website to give a gift that can make all the difference.

Erika Sinner: https://www.linkedin.com/in/erikasinner/

Erika Sinner Website: https://www.erikasinner.org/

“Pets are Family” Book: https://www.erikasinner.org/for-bookstore

Directorie: https://www.directorie.com/

Tiny Super Heroes: https://tinysuperheroes.com/

Of course, the holidays can also bring their share of conflict—often around shopping and family gatherings. Both can feel pretty daunting. Fun fact (or maybe not so fun): there’s actually a Black Friday death and injury counter. Thankfully, this past year didn’t see much in the way of serious incidents. Still, the point remains—holiday shopping can feel like a full-contact sport, and it’s not just tough on your body, but on your mental health too.

So, what better time for an episode on conflict resolution?

This episode of Experience by Design continues our tradition of featuring Canadian guests—and introduces our first guest named Gary! The name Gary has taken a few knocks lately, so what better way to restore its honor than by bringing Garys together in the service of a good cause?

Our guest, Gary Furlong, has had a distinguished career in industrial relations and conflict resolution. He also collaborates with Josh Gordon—who was just on ExD—making this the first time we’ve had a repeat guest connection. Together, they co-authored The Sports Playbook: Building Teams that Outperform Year after Year. Gary also wrote the seminal text The Conflict Resolution Toolbox: Models and Maps for Analyzing, Diagnosing, and Resolving Conflict.

In this conversation, we explore concepts of justice, and why flexibility and consistency both matter—but in different ways. We discuss why process often matters more than outcome, and how sometimes people simply want to be heard, even if they don’t get everything they want. Gary explains that conflict is really just the manifestation of competing interests—a natural part of being human. But just because it’s inevitable doesn’t mean we can’t get better at managing it.

The key is adopting a problem-solving mindset—and that’s where a skilled mediator or conflict coach can make all the difference.

So, think of this episode of Experience by Design as our small attempt to create a little peace on Earth and goodwill toward others.

Gary Furlong at the Sports Conflict Institute: https://sportsconflict.org/team_member/gary-furlong/

Gary Furlong and Agree Inc: https://www.agreeinc.com/gary-furlong

Gary Furlong on LinkedIn: https://www.linkedin.com/in/garytfurlong

This simple goal can often get lost behind the different names our work has taken over time. Take “UX,” for example. It started as “Human Factors,” then became “Human-Computer Interaction,” and eventually evolved into “User Experience” and “Human-Centered Design.” Whatever the term, it all comes back to the same principle: improving lives. The more we keep that in mind, the better we understand what this work is truly about.

There’s a lot of talk today about creating a “Digital First” strategy. But perhaps we should think in terms of a Human First strategy—focusing on what people want, what they need, and how we can help close the gap. One of the great things about being a podcast host, educator, and thought leader in this space is providing the tools that help others create the tools people need.

My guest on this episode of Experience by Design understands what it means to elevate human potential and create “human-powered excellence.” Terry Peters discovered his passion for computers and coding through his high school football coach. Over his 20+ year career, he has helped organizations shape their digital strategies through user research, systems design, and user-focused experiences. His systems perspective emphasizes the importance of employee experience within technological and digital design—prioritizing their voices to create solutions that truly make things better.

We discuss Terry’s journey into management information systems and eventually user experience. We explore the challenges of requirements gathering, the role of AI as a supportive tool in human-centered design (rather than a replacement), and Terry’s work with Veracity, now part of RGP, where empathy is central to projects that impact employees’ work and lives.

Finally, we reflect on the ethos of user experience: improving people’s lives and making things better. By integrating diverse perspectives, we can build tools that help people achieve that goal.

Terry Peters on LinkedIn: https://www.linkedin.com/in/terry-peters-m-s-8198b61b/

RGP: https://rgp.com/

This post was about financial literacy as financial inclusion, and how knowledge is power especially in relation to financial decision making for oneself. I will admit this gets tricky because it can seem like the financial game at the highest levels may be for lack of a better term ‘rigged.’ Financial literacy may not go very far when the game is a ‘heads you win, tails I lose’ proposition. Nevertheless, it is important that people understand the nature of finance and financial decision making. FinTech in its variety of forms provides an opportunity to do this. There is a lot to explore and discuss in this realm, especially in relation to the creation of financial experiences. 

My guest today on Experience by Design actually has a work background in financial services. Manny Fiteni worked in wealth management and financial planning. But that’s not why we talked. Rather, we talked about his work “The Mind Congruency Effect” and how it applies to leadership and more effective employee experiences. The book and his larger body of work explore how inner obstacles keep us from achieving greater potential, which is something that we can all relate to.

Beyond that, we discuss how this also stops managers from more effectively managing. I’ve often said, “If you call people managers, that’s what they’ll do.” We discuss how this is not necessarily the best role for managers. Employees need to have levels of autonomy in which they can have agency and some level of authority over their work. But it is not just employees acting alone, but together toward a shared goal and purpose. This is why managers need to act more like community organizers and facilitators which bring people together.

However, people in management roles are rarely if ever taught those kind of skills, and why they are important. 

We talk about the traits of being a high-performing leader, and what an employee-centric manager looks like. We discuss how managing is different from leading, and how the people side is more important than the technical and compliance side. We also talk about how he is creating new training and development approaches to help better prepare managers to become leaders in a more employee-centric way. And we also talk about how he was working at a bank that was robbed, and how imagining that scenario prepared him on how best to respond. Like an athlete, if you rehearse something enough times, the mind creates patterns of how best to respond. 

Manny Fiteni: https://mannyfiteni.com/

Manny Fiteni on LinkedIn: https://www.linkedin.com/in/manny-fiteni-b0173637/

“The Mind Congruency Effect”: https://www.amazon.com.au/Mind-Congruency-Effect-Transforming-Direction/dp/1763745406/

Giving thanks is not just something that should be reserved for one day a year. Giving gratitude should be something that we all do everyday. I know that I am trying to do so, especially for the small things in life. Gratitude is a practice like any other practice, and the more we do it, the better we can get at it. Not that I am good at it yet, but I am definitely trying to get better.

Today’s episode is about giving thanks for those who served in such a way that they were awarded the highest honor in the US military: The Medal of Honor. I welcome Alexandra Rhue (SVP, Museum Engagement and Strategic Initiatives from the National Medal of Honor Museum) and Michael Lewis (Executive Creative Director from G&A) to talk about their work in creating and developing the National Medal of Honor Museum, located in Arlington, TX.

We talk about the 3500 plus stories behind each person who was awarded the medal, but how each story comes down to the same elements of courage, sacrifice, commitment, integrity, citizenship, and patriotism. A major element of the museum is to inspire all visitors to recognize how these elements are in all of us as well. In other words, we talk about the hero that is within us all by exploring the stories and lives of those who have been recognized for their supreme valor and in many instances ultimate sacrifice. 

We talk about the symbolism that is layered throughout the National Medal of Honor Museum, starting with the very architecture of the structure. We explore the ways that US society has evolved in terms of recognizing and discussing military conflict and service. Alex and Michael emphasize the ultimate goal is not just recognition, but getting people to leave with a renewed sense of service to their own communities in whatever capacity they can, and to live the values embodied in the Medal of Honor. 

We also discuss the design and visitor experience of a museum and memorial. We explore the balance between immersive technology and traditional museum elements, aiming to create an emotional and personal experience. Michael and Alexandra explained the use of multimedia, including large-scale images, VR installations, and interactive projections, while emphasizing the importance of technology that enhances rather than distracts from the visitor journey. Alexandra and Michael emphasized the importance of placing visitors' perspectives at the center of storytelling, incorporating both human narratives and technological elements to enrich the visitor experience.

Alexandra Rhue: https://www.linkedin.com/in/alexandra-rhue/

National Medal of Honor Museum: https://mohmuseum.org/

Instagram: https://www.instagram.com/mohmuseum/

Twitter/X: https://x.com/MohMuseum

Facebook: National Medal of Honor Museum | Arlington TX | Facebook

Michael Lewis: https://www.linkedin.com/in/mgelewis/

G & A: https://gallagherdesign.com/

G & A Instagram: https://www.instagram.com/g.ampersand.a/

G & A LinkedIn: https://www.linkedin.com/company/g-a-strategy-and-design/

I would say it was “inspiring” but not in the way that one might usually think. The word “inspiring” can have a negative connotation in this world because it puts people with such challenges on a pedestal, as if their job is to be inspiring, or all they are is their disability, or makes people with these challenges a spectacle. Having a child who is intellectually and developmentally disabled, I totally get that argument.

When I say “inspiring”, I am referring to the people who are working and creating products in this space. It is inspiring for me to see professionals dedicate their work to improve and enhance the lives of others, no matter who that population is. That is very cool, and inspirational. No matter what job we are doing, we should be thinking of ways that we can improve the lives and experiences of others. That is what experience design and this podcast is all about: showcasing the work of those who are trying to apply their time, knowledge, and creativity to improving experiences and lives in ways large and small.

One of the things I need to do more of is highlight people who are working in the world of accessible technology. So stay tuned for that!

And my guest today on Experience by Design is doing the work to improve people’s lives as well in his own way. Like many guests on ExD, Chad Hufford of Veritas Wealth Management in Anchorage, Alaska is a behavioral scientist at heart, fascinated with what makes people act the way they do and what can be done to get them to make changes. He has applied this interest in the work he does as a financial planner. 

He does this up in Alaska, focusing his efforts on those who are working in those uniquely blue-collar Alaskan jobs where high risk can come with good pay. His goal is to help them make the best decisions possible with what they earn, but also help to create cultural and behavioral change in his clients. Part of this is to get people to not just think, but to act. His new book “Forging Financial Freedom: Constructing Blue-Collar Millionaires with Seven Wealth Building Lessons Extracted from the Alaska Oilfield”, lays out his experiences and lessons from doing this work. 

We talk about Chad’s fascination with fitness, and how that led him to be interested in medical school. Biochemistry taught him a lot about problem solving and complex interactions within systems. The same can be said for the financial world, where a lot is beyond your control. Despite that, you can control how you act and what your vision of your future is. 

We also talk about unique aspects of Alaskan culture, overcoming complexity in financial decision making, how to build trust in financial planning, and making for better financial literacy and experiences. He emphasizes the importance of emotional connection and empathy in financial advising, and why friction is required to allow for thoughtful consideration. We explore how AI and technology can reduce friction in financial transactions but should not replace human empathy. 

Chad Hufford: https://www.linkedin.com/in/chad-hufford-066208100/

Forging Financial Freedom: https://www.forgingfinancialfreedom.com/single

Veritas Wealth Management: https://www.veritasalaska.com/

The main thing we had in common was that we were all interested in creating experiences of all kinds. There were conversations around customer, user, employee, and digital experiences. There was also mention of frictionless financial experiences, security experiences, and experience-driven identity. It was pretty easy to find the common ground since everything was about experience research and design at some level. Those in industry were interested to hear what us in academia were doing around experience design teaching. 

Another theme was the impact of artificial intelligence as an element of fintech. Amongst all the conversations of AI was the question of whether or not a “digital first” strategy makes sense for customers seeking financial services. It was clear that people in general, and some specific populations, want to experience the authentic touch of a human being in their interactions. This led to some discussion about what to do with the bank branch. If we are moving to a digital first strategy, then why have branches? At the same time, people want to have the convenience of digital. 

What if we could have both? The warm touch of a human being at a branch along with the convenience of digital. 

Enter my guest today on Experience by Design, Victor Cho. Victor has a long career of digital transformation and now is CEO of Emovid. Emovid’s product combines the authenticity of face-to-face conversations with the improved efficiency outcomes of AI through the use of video-based communication. Another element of his work is an emphasis on stakeholder capitalism, and businesses contributing to improving society. 

We talk about his path to CEO success, and how his interest in his Commodore 64 started it. He describes how his business education and religious upbringing combined to prioritize social responsibility over personal gain. 

We also talk about how we need to create authentic communication in a tech era. Victor shared updates on Emovid’s progress, including their platform launch and plans for a new generative AI imaging solution focused on maintaining authenticity in communications. He highlighted the importance of considering the broader impacts of technology and the need for ethical decision-making in its implementation. 

This conversation would have been right at home at the FTT Fintech Festival, and it is a perfect time to share the conversation with you. 

Vincent Cho: https://www.linkedin.com/in/victor-cho-/

Emovid: https://www.emovid.com/

But beyond that, what do we know about how it works or how it can or should work? 

I’ve done some research in healthcare, primarily around the creation and use of medical records. While that might seem to be a trivial topic, let me assure you that everything in healthcare happens around the record. That’s because of how our billing systems works, how coding factors into it, how things like case mix indices and severity of illness indicators function, and all the other assorted features that rely on paper to make happen. When you see how healthcare in the United States actually functions, it can be pretty eye opening.

With the government shutdown, there has been more discussion of healthcare and how it is provided in a way that is accessible and affordable. In politics, healthcare is an evergreen topic in that it is always present and you can rely on it to stir strong reactions. Despite all the chatter, we still can use help in better understanding just what is happening and how we might think about possibilities related to it.

This is why we are lucky to have Kate Katz as my guest today on Experience by Design. Kate comes from the UK, where you might have heard they have a different healthcare system than in the United States. While in the UK, Kate worked with healthcare organization to help them improve the delivery of services. Kate now works with hospitals in the US to help them improve the delivery of their medical services. As a result, she is in a great position to help us understand healthcare experiences from a variety of angles and perspectives.

We talk about the challenges of implementing change in healthcare systems, and how it is not just about the rules and regulations, but about bringing people along for the changes. We discuss service-oriented versus profit-oriented approaches in healthcare, as well as efficiency and making use of existing resources matters in both.

Since everything seems to be about AI, we also explore AI implementation challenges in healthcare, and why hospitals are good at piloting but not terribly good at scaling. Part of this is because there are so many other elements tied into healthcare, leading to the need of a systems orientation when thinking about behavioral changes.

Finally we talk about visible versus invisible conditions and diagnoses. Kate shares her own story about how just because something is not visible doesn’t make it less impactful. Even though we may not see the factors impacting people, we need to be constantly aware and empathetic from a personal and organizational perspective. This extends not just to those who are being treated in healthcare, but those who are working in it as well.

Kate Katz: https://www.linkedin.com/in/katekatz/

But that wasn’t my first brush with Catholicism. I did a fair number of the sacraments growing up and into adulthood, a process which included learning about the tenets and history of such central figures like Jesus. One of the things I recall learning about was the Sermon on the Mount and the Beatitudes. I also preferred the Beatitudes to things like the Ten Commandments. In a way the Commandments can read like the rules of a HOA of all the things you can’t do. It is important to remember things like “Thou shall not kill” and not to “covet thy neighbor’s wife.” But I liked the Beatitudes because they gave props to people already doing good things.

A really good one is “Blessed are the peacemakers, for they will be called children of God.”

Regardless of your religious or spiritual beliefs, I think we can all get behind that, especially at a time when there is so much conflict. The Armed Conflict Location and Event Data global monitor organization states, “Recent levels of violence have been unprecedentedly high, with several ‘record-breaking’ months in the past year.” But this just doesn't mean armed conflict on the international stage. Things are tense all over with all kinds of conflict everyday.

Which is why we have Josh Gordon as a guest on Experience by Design. I’ve known Josh for a long time, but primarily in the capacity of a fellow runner and training partner. Josh also is a faculty member at the University of Oregon, a leader in the area of sports mediation, and the founder of the Sports Conflict Institute. In his career, Josh has done work with FIFA, Major League Baseball, Court of Arbitration for Sport, and others. 

We talk about fairness and equity in sports, and why emphasizing the opportunities provided by sports are meaningful and should not be derailed. We explore how we can build inclusive cultures through sports. He takes us into his work at the collegiate level, and how setting expectations ahead of time can produce greater satisfaction and happiness with ensuing experiences. We also talk about the difference between ‘distress’ and ‘eustress’, and why a little bit of friction can be essential to growth. 

Finally we explore how we can create equitable organizational cultures, and why the perception of fairness can be more important that the presence of outcome.

Sports Conflict Institute: https://sportsconflict.org

Josh Gordon: https://www.linkedin.com/in/joshuagordon

Sports Conflict Institute TV: https://sportsconflict.org/sci-tv/

While I for sure was ‘cooking,’ I wouldn’t call myself a “cook.” And definitely wouldn’t consider myself being a “chef.” I was just a person following instructions and performing it in a way that was consistent with expectations. I was told how to prepare something, and I followed those instructions. I know that not everyone can accomplish that, but I don’t consider it a great mark of distinction. 

Being able to successfully combine ingredients in a way that is proscribed is another one of those life lessons that can be applied in a lot of areas. Including organizational leadership.

Organizations after all  are just assemblies of ingredients. There are proscribed ways of putting these organizational ingredients together. Accountants go in the accounting department. Sales people in sales. Marketers in marketing. Etc. And these people sit in the same areas as each other, and they do the work that is related to their areas. And on it goes. That doesn’t take a lot of visionary ability. It typically is the way it goes in all organizations. 

Now if you think of the ingredients right now in your kitchen, there are the staples that you typically rely on and use. You are comfortable with them and know how to deploy them. There are also those things that are seldom used, and you even forget you have. I’m thinking here of the spices I have that I forgot I have and never get included. There also is the stuff in the shelves and freezer that got buried, or maybe I got to use once. So lots of ingredients with no clear idea of what to do with them. There used to be a show with Chef Alton Brown where he would just go into someone’s house and make a meal with what was there. That’s talent.

On today’s episode, we welcome someone who knows about putting things together, something about how leaders use ingredients, and something about food. Dr. James Shin got his PhD from Penn State in Industrial Engineering, writing a dissertation that looks at (in part) simplicity versus complexity in the design process. Part of what he learned is that if we minimize the problems from the start, they can become more manageable, allowing us to make more progress. 

Rather than go the academic route, he went into industry given his interest in applying knowledge to practical problems. Working in a global organization, he also learned how approaches used by different cultures may work in that particular culture, but may not work as well in other cultures and contexts. Another thing he learned from his global work is that middle management is typically overstressed and underappreciated no matter where in the world they are located. 

We talk about his new book “The Leader’s Soul: 52 Reflections for Unlocking Your Inner Leader.” In it, he looks at his own upbringing in South Korea, moving to the US as part of his PhD completion, his journey through corporate America, and his return to Asia in capacities that included speaking at universities. 

We also talk about his company Blue Koi, and how the koi fish symbolizes growth. However, as he shares, the best kind of sustainable growth occurs not necessarily through focusing on rapid achievement, but through pacing ourselves in our efforts and life. He also reflects on the importance of nuance, and how he had to break from the black and white thinking that can be more prominent in engineering and how humans need to be factored into design. 

And there was some conversation about preparing food, and the importance of not just using the right ingredients, but using the ingredients you have in creative ways.

Blue Koi: https://www.bluekoiglobal.com/

James Shin: https://www.linkedin.com/in/james-j-shin/

"The Leader's Soul": https://www.amazon.com/Leaders-Soul-James-Shin/dp/1963701534

Another study by Pew states that young adults are increasingly questioning the value of a four-year college degree, especially when looking at the cost of it. This is coupled with smaller four-year liberal arts institutions because of declining enrollment. There are a number of factors for this, but a main one is whether such an education adequately prepares one for a successful future, or whether it is really necessary at all. 

But if not higher education, then what? Where are 18 year olds supposed to go after they graduate high school? 

It is true that skilled tradespeople are in demand and can lead to a career. In fact, there is an increase in the number of people entering trade school and vocational programs. That for sure is great news.

Another pathway for young adults is joining the military. Those numbers have been increasing as well, reversing a long-term trend of declining enlistments. However, less than 1% of Americans are on active duty. The current overall veteran population is only 7.4%. The larger question still remains of whether being in the military can adequately prepare a person for life and a career after serving?

My guest today on Experience by Design podcast thinks so. Lee Pepper has served in the military, and he also has worked in business. He sees a lot of connections between the two, which he wrote in his book “Never Outmatched: Military Strategies to Lead, Innovate, and Win in the Modern Marketing Battlefield,” which I will say I have read and is pretty great. 

We talk about how innovation doesn’t mean throwing everything out, but new applications in current environments given emergent tools. He describes how he seeks to mentor soldiers who are struggling after the military to help them apply what they learned in the service to life outside of it. He translates how military speak can be translated into corporate speak to help increase those connections. 

Lee also talks about how these lessons can be applicable to everyone looking to improve innovation, strategy, and leadership. He also relates his marketing work for a recovery and treatment facility, and what he learned from that environment and how lifetime relationships can help for long-term recovery. 

Finally, he shares his experience about being a docent in an art museum, and how his wife’s art work relates to his own creativity, risk taking, and innovative inspiration. 

Lee Pepper LinkedIn: https://www.linkedin.com/in/leepepper/

Never Outmatch Book: https://www.neveroutmatched.com/

I had the chance to go to a concert last night with the band Queens of the Stone Age. I have seen them three times before, but never quite like this. For this tour, they were playing beautiful smaller venues, like the Boch Theater in Boston where I saw them. The tour was in support of their “Alive in the Catacombs” movie and album, which was recorded in the catacombs under Paris. 

One of the things about this concert was the band’s request to get dressed up in your best attire for an experience unlike any other concert you’ve been to. And reading the reviews provided by attendees online, you can see that the concert produced such an effect. Like any good drama, the concert used a three-act structure put into parts that started very paired down into an orchestra of light, symphony, rock music, and drama. It was pretty remarkable, and as I watched it I couldn’t help but wonder about the creative and artistic minds that put this together. Not just the music, but all of it. Who are the minds that conceived it, and where does that come from? And as I sat there wishing I had taken more music lessons so I could produce such an experience for the world, I have to admit that I was both in awe and uplifted, and feeling diminished because of my lack of ability.

I’m sure if I would talk to the artists involved, and if you’re listening let me know, they would say that is not the point of artistic creation. It is not to make those non-creators feel insignificant, but rather to allow them to share in the potential of creation. We all have the potential for artistic expression and creation on whatever scale we can manage. What typically stands in our way is our own feelings of self-doubt and inadequacy. Those feelings get magnified when our initial attempts don’t meet with our own expectations. We are truly our own worst critics, and that art critic can be pretty unforgiving. 

To help us with finding our inner artist and creative voice is Laura Patac. Laura grew up in Romania as a very shy and introverted child. One outlet she found was poetry. But she didn’t see this as a legitimate professional outlet. Rather, she studied mathematics in university, which led to a career in Western Union, culminating in being the VP and Head of Global Retail Product. But she retained her passion for and practice of poetry and story-telling, which she has turned into her book “Stories with Purpose.”

I talk with Laura about the importance of the arts, and with the arts and story telling there is no right nor wrong. She talks about the connection between poetry and mathematics. Both provided her with structure, self-expression, and a way to connect not just with others but herself. 

We talk about the prevalence of imposter syndrome in women, and the importance of resilience when managing corporate environments. We explore the ways that we measure success and impact, and how story telling can help us define both. More importantly we talk about how to connect narrative with purpose to create a positive impact. She describes how she helps her clients tell their story and identify their purpose so they can have that positive impact on organizations and more. 

Finally, she talks about how in between birth and death is choice, and we need to choose the version of ourselves that we create and present to the world. 

Laura G. Patac LinkedIn: https://www.linkedin.com/in/laura-g-patac/

Empower Quest: https://empower-quest.com/

Stories with Purpose Book: https://www.storiesholdpurpose.com/book

Stories with Purpose Workbook: https://www.storiesholdpurpose.com/workbook-optin

One Zen proverb that stuck with me was, “Our eyes were originally right but went wrong because of teachers.” I have to admit that one stung a bit. Speaking on behalf of all educators, we all want to think that we are positively contributing to how our students see the world. But do we? There is the danger of formal education introducing “fixed thinking” or singular ways of conceptualizing the world around us. Students are taught what we been taught and know. Problem is, what we know might only be one dimension of how to view things.

To bring in another saying, “If all you have is a hammer, then everything looks like a nail.” Thinking of “hammer” instructs  how the object is to be used. But if you have no idea what a hammer was, then you could envision many different uses for it. Sometimes not knowing is the key to progress.

Now it is true from a design perspective that the way a hammer is built can instruct on how it should be used. There is something that looks like a handle. The heavy end has a flat surface which can infer pounding. But creative and unconstrained thinking can see so many ways to use this object.

To throw in another saying, Ignorance is bliss, and from that we might also say paradigms can obscure. Thomas Kuhn in his book “The Structure of Scientific Revolutions” examines how established paradigms can stymie progress and advancing knowledge because they limit our ability to what is in front of us. Thus, part of the advancement of science and our understanding is shedding off what teachers have taught us to be true. Rather than just teaching paradigms and how things are, teachers need to do more teaching on how to retain a beginner’s mind and connect that with envision what is possible, and not just what is believed to be known. 

Alan Gregerman is here on Experience by Design to talk about his new book coming out on October 14th  “The Wisdom of Ignorance,” in which he examines what we can gain by letting go of what we think we know.  Alan is trained as an Urban Geographer, as he was long interested in exploring cities of the world. While a student at Northwestern, he worked under the tutelage of John McKnight, one of the founders of the Assets-Based Community Development Institute, and I will add a person I also knew and took a workshop from on the ABCD approach. McKnight’s work continues to influence Alan, as well as me. 

We talk about his work in helping companies be creative through exploring urban environments in undirected ways. He describes how new employees are a very valuable resource because of how they bring new eyes to organizations. He notes that half of all the companies on the Fortune 500 list 25 years ago don’t exist today, and how that is in part linked to their belief in old paradigms. 

Alan emphasizes the importance of having teams of diverse perspectives and experiences in order to help see things differently. Also in keeping with assets-based community development, everyone has a gift that they can contribute. 

Alan Gregerman LinkedIn: https://www.linkedin.com/in/alan-gregerman-a33b236/

Alan Gregerman: https://alangregerman.com

The Wisdom of Ignorance: https://www.amazon.com/Wisdom-Ignorance-Knowing-Innovation-Uncertain/dp/B0FJJSXVGV

Another part of autumn is the fall sports season. The general sport of cultural choice in the US is of course football. My daughter plays field hockey, which is another great fall sport. I have no clue about the rules or the strategy, but it is fun to watch. And there is something great in seeing teams of young people do something else other than be on their phones. Sport definitely gives them a sense of self and structure and camaraderie that much of contemporary society can take apart, especially for young women. Additionally, I can say that my daughter is lucky enough to have great coaches as well, as the type of coach you have can dictate the type of season you have.

As the father of three daughters, one of my main goals as a parent is to give them a sense of confidence and worth that comes from inside of them, and isn’t dependent on external affirmation. I’m not a woman, so I don’t know what it is like to be a woman in society. But I am aware enough to know that there can be challenges unique to women who live in a culture that has been molded around patriarchal foundations. Those traditions can be hard to overcome given how embedded they are in explicit and tacit ways, often giving to the notion “That’s just the way things are because that’s how they’ve always been.”

My guest today is a woman and a former athlete, who also is a leader who helps others (especially women) realize the leadership potential they already possess. Amy Kemp started her career in education before shifting to sales, where she began to appreciate her leadership abilities. Both fields share in common the need to motivate people through leadership. Also, both areas can present challenges to women who exhibit those leadership qualities. These experiences led her to write the book “I See You”, which she describes as a guide for women to make more, have more, and be more - without more work. 

We talk about the challenge of teaching Shakespeare and why discomfort is vital to growth. We explore how bureaucracy can be the enemy of innovation, and how processes can override creativity. Amy talks about the presence of “yelling culture” in leadership, and the need to shift that dynamic. Finally, Amy shares the origin of her book's title, "I See You," which was inspired by a meaningful conversation with a woman who felt unappreciated, misunderstood, and generally not seen. This connects to broader themes of visibility and judgment, particularly in social media, and how these concepts relate to the book's title and its broader implications for women in the workplace. 

Through her coaching work, Amy helps clients receive pay raises, acquire high-paying clients, and achieve work-life balance. She emphasizes that her role is not about telling people what to do, but rather creating a space where they can find clarity and make their own decisions about income, quality of life, and purpose. 

Amy Kemp LinkedIn: https://www.linkedin.com/in/amy-kemp-7842a1a6/

Amy Kemp: https://amykemp.com/

And of course that only gets worse. Add in children, household chores, more demanding jobs, maintaining relationships, bills, exercise, and any number of other commitments, having that balance can feel pretty impossible. I’m always trying to balance the things that I am supposed to do, the things that I want to do, and the things that I have avoided doing but still think about. I know I’m not alone in this struggle, as most people feel that their lives are out of balance, or at least the kind of balance that they would like to have. 

Leadership also requires a lot of balance not only for yourself, but for those for whom you are responsible. Leaders are supposed to be decisive and show direction. At the same time, modern leadership also requires giving people agency and autonomy, leaving room for others to help decide how the group moves forward. There is the balancing of stakeholder perspectives in an ever-widening circle that goes beyond customers and employees to communities and even society. If an agency is involved, then there is the issue of balancing the desires of clients with your own insights and expertise. 

My guest today on Experience by Design knows quite a bit about these balancing acts. Livia Bernardini has spent her life trying to balance different cultures. Born and raised in Italy, then moving to Paris, Australia, Hong Kong, Tokyo, and now England. Her own personal challenges led to find balance through artistic endeavors such as painting, drawing, and sewing. Today she is the CEO of the agency Future Platforms, an agency that helps clients transform their businesses through digital products and experiences. Their clients include Domino’s, Liv Golf, Ralph Lauren, the Premier League, PSG, and many others. 

We talk about the balancing act that she experiences as a CEO, speaker, moderator, and author. She describes her philosophy of “pragmatic progress” to evaluate her success in balancing. In her work, Liv discusses balancing the potential of emergent technology like AI with its inherent limitations as well. LIv’s degree in Communication and Media Studies as well as Marketing gives her a deep insight into culture today, especially how the digital environment of social media is shaping our perceptions of the world. While much can be accomplished through the digital tools we have available to us, not all of it is good. As a result, we have to prioritize people, then planet, and finally profit.

Finally, we explore the balancing of client requests with the insights that your team might have. Ultimately, to achieve balance in experience design, we need to look at the entire experience ecosystem, including the contexts and stakeholders that are present in it. When doing so, we need to think in terms of ethical and sustainable solutions that create better outcomes for those involved in that ecosystem. 

Livia Bernardini LinkedIn: https://www.linkedin.com/in/livia-bernardini/

Future Platforms: https://www.futureplatforms.com/

Now with social media content, the addictive intention and allure of notifications and other “dings” on our phones, and other technological intrusions, we are brought out of a moment of our creation, and into the creations of others. Along with ruining our ‘alone time,’ these features of the distraction age get in the way of co-creating moments with others. Given that we are by nature social animals, the disruption of co-creating moments and shared experiences in a very real way takes away our very nature and essence. The question then becomes, “How do we get it back?”

My guest today on Experience by Design thinks he has if not THE answer, it is at least a good way to make strides to reclaiming our spaces for ourselves. Howard Lewis, despite what could be characterized as unimpressive results from his schooling, found a start in the world of money and finance which then moved into the world of art (in which there can be a lot of money and finance). 

What he carried forward was his general fascination with the world, and the desire to connect with it intentionally and mindfully. This eventually led to Offline dinner parties, where no one was allowed to have their phones and everyone had to engage in a shared topic. He curated the guest list to have people with different backgrounds and experiences, hoping that such a mix would yield conversation that would lead to shared experiences and connection. He even found that people would embrace their vulnerability and be more open with their contributions, the sharing of the moment creating the momentum to be more open and accepting. 

We talk about the structure and dynamics of the Offline dinner parties. Howard stresses that very casual conversation can be very meaningful when they are accompanied by small and simple gestures. If you start with the positive, people will reciprocate in kind. In the end, this create an opportunity to break down hierarchies and divisions, and come together as people through a mechanism perhaps as old as time: breaking bread, eating together, sharing thoughts and stories, and just being in the present together. 

Offline and On: https://offlineandon.com/

Offline and On YouTube: https://www.youtube.com/channel/UCdfnm8ztBTYt1O2jHA9tOXg

Howard Lewis LinkedIn: https://www.linkedin.com/in/howard-lewis-3968a/

“Leave Your Phone at the Door: The Joy of Offline”: https://publishizer.com/leave-your-smartphone-at-the-door-the-joy-of-offline/

I had to look up what is a “cracker barrel”. Apparently it was used to ship actual crackers, and then would be an object used for people to socialize around and use like a table, as is depicted in the logo which generated such backlash when it changed. All the crackers I ever got were in boxes, I never sat around a barrel to socialize, and I never lived in the southern parts of the United States. Thus, the whole Cracker Barrel brand controversy was something I had no real attachment to, nor knew much about. 

It was interesting to see this change not just evoking feelings of the brand, but also of a sense of cultural change and loss of power. Part of this is due to the larger cultural climate in the United States. Another part of it is how brands can become connected to culture, and in a very real sense become representations of it in our contemporary lives and memories. 

Today’s guest on Experience by Design knows something about working with legacy brands, and the responsibility that comes with it. Matt Powell, Creative Director at Great State, like many of our guests started out in art education by getting a degree in Graphic Information Design. He explains that graphic information design is all about getting messages across to your audiences. His career involves working with clients who are seeking to build trust with and bridges to their audiences. As he notes, agencies serve a purpose as an exchange point between brands and audiences, helping clients find pathways to communicate effectively. 

Matt has worked with iconic brands like the British Royal Navy, well known names in higher education, industry, and finance. This creates a lot of responsibility to hold onto what these brands historically mean, along with creating messages that speak to new audiences.

In our conversation, we talk a lot about how the ways that you breed brand loyalty has changed because media consumption has changed. Social media means that agencies and clients need to be fluid and fluent when thinking about changes. Additionally, younger generations create unique challenges and opportunities as consumers and creators of this content. We also explore the importance of creating integrated experiences, tying customer, user, digital, and brand experiences together. 

Finally we talk about the importance of sustainability in web design. Despite all the changes taking place in the media landscape, it still comes down to communicating with people and the key requirement of keeping our eyes on base human needs and requirements. When using tools like artificial intelligence, we need to remember that loyalty is built on authenticity and believability, especially when representing brands that have deep cultural meaning. 

Matt Powell LinkedIn: https://www.linkedin.com/in/observatron/

Great State: https://www.greatstate.co/

Each new school year presents some amount of changes in how education is done. Part of this is rooted in our evolving understanding and adoption of modes of teaching. Even though teaching is by no means a new endeavor, changes in society whether it be the culture, technology, social patterns, media, and the like are going to impact what happens in education. New material might be introduced, new topics explored, new things tried. Education, especially today, can be an idea incubator where experimentation not only needs to happen, but needs to be embraced.

At the same time, there are a lot of pressures being exerted on education. Political pressures around the presence or absence of implicit or explicit ideologies. The competition for children’s attention, which is being dominated and shaped by technology. Cuts in budgets, resulting in fewer staff members and resources. Teachers being asked to not only teach, but also counsel, care for, emotionally support, and mentor students. There is a lot of going on, and a lot of pressure being exerted from different directions. While pressure can turn coal into diamonds, pressure also can cause things to implode.

Good thing that today’s guest is with Lasada Pippen, who also goes by LP. LP had a career as an Exchange Administrator and Exchange Messaging Engineer, and if you don’t know what that is, you soon will. He was a first-generation college student, majoring in engineering as a way to build economic security that he didn’t necessarily have growing up. While achieving that goal, he still felt there was a lot missing, which has led him to his real passion of helping to create change. 

Today he is a much sought-after speaker and advisor for a range of organizations, including educational institutions. We talk about how he is able to help kids who were just like him in the sense that they weren’t motivated to achieve much and didn’t have direction or vision. He emphasizes that rather than telling people how they should be doing their jobs, he listens and helps them to think differently about their jobs. He also shares the four simple questions for chasing your dreams: Is it something you love, are you good at it, how can you get paid for it, and how does it help someone else. 

Lasada Pippen LinkedIn: https://www.linkedin.com/in/lasada-pippen-keynote/

Lasada Pippen Website: https://lasadapippen.com

Lasada Pippen Instagram: https://www.instagram.com/lasadapippen/

It also was my first time flying in a long time where I didn’t have to take off my shoes going through security. That was exciting. Well, maybe not exciting but one less thing to manage and deal with given all the other rules and restrictions that we have to face when trying to get to our lanes. 

When thinking about the trip and all the jurisdictions I crossed, it can be hard to keep track of what I can and cannot do. City laws, state laws, federal laws, tribal laws, airport regulations. What’s legal in Vegas is not legal in Sedona. What you might be able to do in Page, Arizona isn’t necessarily the same as St. George, Utah. You get the point. And let’s keep in mind that all of this started in Boston, Massachusetts. The law can be complicated no matter what, and only becomes that much more challenging when you are throwing in all of these different environments. 

And did I mention the seemingly constant shift in time zones as you cross different borders? 

My guest today has a keen interest in making the law more manageable. Professor Demetrios Karis has been exploring ways of improving legal design to improve access and outcomes for citizens engaging the courts. As we discuss, there is plenty of work to do that keeps him and his students busy. From legal forms, to wayfinding in courts, to translating legal procedures, to legal language itself, the law has a lot of room to make things easier and create better experiences.

I talk with Demetrios, who is a colleague of mine at Bentley University, about the origins of his user experience career through this PhD in Experimental Psychology from Cornell. He shares his first job at Grumman Aircraft, where he was looking at the design of cockpits and instrumentation as part of their internal research and development group. He shares his journey to Verizon, and then to Google where he learned more about doing qualitative research and ethnography. He then discusses how his teaching at Bentley University and experiences in the court system resulted in working with the Massachusetts courts to try to improve access and usability of courts and the law. As he states, the court system is designed by lawyers for lawyers. Despite that, more people are representing themselves, which results in massive challenges on what to do and how to do it. 

We also talk about his writing on the collapse of human civilization resulting from the sustainability crisis, and how we need to tackle challenges in complex systems through intensive study, creativity, and determination to make positive changes. 

Demetrios Karis LinkedIn: https://www.linkedin.com/in/demetrioskaris/

Demetrios Karis Researchgate: https://www.researchgate.net/profile/Demetrios-Karis

What makes sociologists annoying, in my opinion as a sociologist, is that we think critically all the time about everything. It is not just how we are trained; it is how we are wired. You could show a sociologist a picture of puppies playing in a field, and the sociologist would talk about the perils of puppy mills. You could assure the sociologist that these are from a rescue, and the sociologist would talk about there is a lack of oversight and regulation of these organizations and the emotional manipulation of Sarah McLachlan commercials. You could assure the sociologist that this in fact is a wonderful animal rescue, and the sociologist will talk about how veterinary services in the United States cost more than in other parts of the world, and then launch into a discussion of the lack of healthcare overall. We are exhausting. But the critical thinking element is nevertheless important, because through critical thinking and critical analysis, progress and improvements can be made. 

The person who joins me today on Experience by Design is neither a sociologist nor annoying, but is a critical thinker and thought leader in his field. Andrew Carothers has had a long career in customer experience, and has some perspectives to share about its past, present, and future. In his opinion, customer experience is in its teenage years, a kind of awkward adolescence where it is trying to find its identity. In finding its way, it also has to find ways to define its importance and relevance to organizational success and culture. 

We talk about the need for CX to go beyond the metrics it has, but also find other metrics that matter. Andrew discusses the need to put CX more centrally into strategy. We also explore the implications of artificial intelligence for customer experience as a feature and a profession. Andrew emphasizes that good enough is often good enough, especially if that is all that customers want. Finally, we explore how keeping customers is easier than getting customers, and that CX can provide the path to do so, but only if it continues to grow up. 

Andrew Carothers LinkedIn: https://www.linkedin.com/in/andrew-carothers/

I felt the same way about the book “D-Day through German Eyes.” Perspective switching is a vital skill and ability because it allows us to get outside of our own world view and take the position of others. 

My guest today on Experience by Design knows all about telling stories, and also all about the navy. Christian Lachel started his career in the US Navy in special warfare and special forces. But an injury curtailed that career and led him to attend the ArtCenter College of Design, where he also taught. His background in design, storytelling, and media and history eventually found him at the company BRC Imagination Arts, where he is now Chief Creative Officer. 

Christian has been involved in creating 5 USA Pavilion Exhibits at World Expos, which requires crafting what story to tell about the United States. This includes the USA Pavilion currently in Osaka, Japan. He also has worked with the Henry Ford Museum and the River Rouge plant, which if you know labor history has special meaning regarding the rise of unions and collective bargaining. 

We talk about how storytelling is about bringing together perspectives and capturing different points of view. He emphasizes the importance of deep listening and research with all stakeholders to make sure their voices are included. We also discuss how that story has to be distilled in a way that audiences will be entertained and engaged. Christian is focused on what we can create collectively as a community and world when we work together toward a common goal, and hope that this is what is communicated through his work. The importance and power of the experiences he helps to create is to provide that shared meaning which resonates individually and brings people together collectively. 

Christian Lachel LinkedIn: https://www.linkedin.com/in/christianlachel/

BRC Imagination Arts: https://www.brcweb.com/

USA Pavilion Osaka 2025: https://www.expo2025.or.jp/en/official-participant/united-states-of-america/

My guest today on Experience by Design had similar fortune. Dr. Ashley Guajardo first fancied a job as a marine biologist due to a love of dolphins. But a fear of the ocean and aversion to being in the water curtailed that path. Lucky for us, she found sociology instead. While at Brunel University she studied with a professor who worked at Ubisoft as a user researcher. This, along with her own love of video games, led to a research interest and career in the design of video games. As well as the current President of the Digital Games Research Association. Additionally she was recently inducted as a Higher Education Videogame Alliance Fellow.  Finally, she has recently left the University of Utah and will be starting at New York University as a professor and joining the Games Center faculty and staff. 

We cover a lot of ground around applied sociology and public scholarship, since along with her academic work, she also is a livestreamer on Twitch and content creator through her new effort “The Research Left Behind Podcast.” We cover how there can be fun in frustration and forming positive social relationships through gaming. We talk about how gender is portrayed in and how genders approach gaming. We talk about the perils of livestreaming as a woman, and what female content creators say about how they are perceived and targeted by viewers. Finally we talk about how academics need to make their content more accessible to broader audiences and disseminate our findings though alternate formats.

Dr. Ashley Guajardo Webpage: https://amlbrown.com/

Ashley Guajardo LinkedIn: https://www.linkedin.com/in/professor-ashley/

The Research Left Behind Podcast: https://www.youtube.com/@TheResearchLeftBehind

Professor_Ashley on Twitch: http://twitch.tv/professor_ashley

The importance of story is at the center of my conversation with today’s guest Diane Kahn of the Humans of San Quentin. If you are not familiar, San Quentin is one of the state prisons in California. It houses approximately 4000 inmates, which is over its original capacity of 3,084. It is the state’s oldest facility, founded in 1852. In March of 2023, Governor Gavin Newsom announced the future transformation of the prison to focus on rehabilitation rather than just incarceration.

Diane started Humans of San Quentin with a similar goal in mind. She has a background of an educator, which involved going to the University of San Francisco. That led to an opportunity to engage with inmates at San Quentin. Through that opportunity, she heard the stories of those behind the walls, and knew that she had to do what she could to bring them to the outside world. 

As she relates, the program aspires to educate and build compassion by sharing the lives of humans living behind bars. The inmates feel affirmed in realizing they have something worth saying, and that people want to learn about them. We also talk about her educational experiences of teaching in San Quentin, having an audience that wants to learn, and not having to compete with the distraction of electronics in the classroom. We explore how by demystifying inmates we can create programs and heal both victims and offenders.

Finally, we talk about how the program is not in over 100 prisons in the US, as well as around the world, showing that there is a broader need to have people’s stories told and heard. 

Humans of San Quentin: https://humansofsanquentin.org/

The Prison Podcast: https://humansofsanquentin.org/connections/the-prison-podcast/

Diane Kahn: https://www.linkedin.com/in/diane-kahn-1a04b1b4/

Thus for the next 6 weeks we’ll be going over how we can conceptualize, integrate, and execute employee experience. Not that any of this is going to be mastered in six weeks. Mastery isn’t achieved by taking a single course. It is in the doing of work, of applying concepts, of developing experience that we can start to reach the point of mastery. It is through the dedication to the concepts introduced, and the examples presented, that the students can be in the position to make for better employee experiences.

One of the things I enjoy about this course is the way in which it is directly connected to applying the concepts that are learned. We might think of academia as a place where there is a lot of conceptualizing, and industry as a place where there is a lot of doing. It would then make sense, at least to me, that there is more partnership that takes place between industry and academia. But we don’t often see that. Rather, at least in US society, we see more of a divide between academia and industry which precludes this kind of collaboration. 

Luckily, today on Experience by Design, we have someone who can talk about improving organizational culture, employee experience, and academia and industry collaborations. Josee Tremblay has a BS degree in Mechanical Engineering, a certificate in Strategic Decision and Risk Management from the Stanford School of Engineering, as well as other educational achievements. She has worked in the energy industry and is now a Principal at Strategic Decisions Group. In addition, she serves on the Schulich Industry Advisory Council for the School of Engineering at the University of Calgary. So she knows something about integrating industry and academia.

Also, she has written a book called Us and Yet and Yet.  It is a fascinating examination and discussion of gender in the workplace. Her focus was on genders in nontraditional roles. Think male nurses, female engineers, and the like. In her book, she shares her experiences of transforming organizations through leadership, removing biases, and nurturing a positive multi-gender environment. Her goal is to give people a roadmap to collaboration and working together. 

We talk about all these elements in our conversation, along with the key message of no matter your background, you are bringing in a contribution which is essential. The role of leadership is to create an environment to bring that out. 

"Us and Yet and Yet" - https://usandyet.com

Josee Tremblay LinkedIn - https://www.linkedin.com/in/josee-tremblay/

Another part of my summer is doing this podcast. When this was started over 6 years ago, the biggest challenge was getting people who wanted to chat about their work. Then gradually PR firms would contact me about their clients who could appear on the show. Now, getting guests is no longer the hardest part. Rather, it is getting the episodes out to keep up with the number of conversations that I’m having. 

This means that I’m going to try to go to launching an episode a week. This is no small feat given that this is a one-person operation. Communicating with guests, having an introductory conversation, recording the conversation, recording intros and outros, audio engineering, loading it up, updating the website, creating promotional materials. All of it is me. That’s a lot of work.

The biggest payoff is the conversations that I get to have with the people who appear. I think about how I would have never have learned as much as I have and made the connection that I have if it wasn’t for the podcast. And that’s pretty cool. And makes the work worth it.

My guest today has been part of many different design projects, including the Most Important Conversation Initiative. Chad Lefevre and I were once neighbors, me living in Detroit and he being born in Windsor. Has since traveled the world doing design work. From the United Way in Calgary (we also have in common that we worked for United Way) to working with thought leaders at Design Shop to tackle society’s most complex problems (like peace in the Korean peninsula), he’s covered a lot of ground. 

We do likewise in our conversation. Along with those topics, we look at the impact of AI on society and the workforce, and how we need to design a new way of being. We talk about how we are entering the Creative Economy, and how creativity is the new currency. We talk about even though people are resistant to change, change is the only constant in life and this moment requires it. And finally we talk about through our conversations maybe we can make a shared reality that allows us to change things together.

The Most Important Conversation - https://tmicglobal.com

Chad Lefevre - https://chadlefevre.com

Chad Lefevre Substack - https://chadlefevre.substack.com

For those in other parts of the world, hope you are still able to celebrate July 4th as a good day. 

I am preparing to once again teach my course on employee experience. One of the challenges of teaching a general class is that you realize how much you could cover and how much there is to talk about. Also, things are rapidly changing the world of work which needs to be considered and covered. Despite all of these changes, there are constants that exist which form the foundation of employee experience. We might think that the more things change, the more they stay the same. To be successful in any experience design effort, we have to keep the fundamentals in mind.

On this episode of Experience by Design, I welcome Brian Kurtz to the show to talk about his career in direct marketing. But Brian is about more than just direct marketing. Turns out that he started out as a film critic and film editor, even doing film reviews for the New York Times. That led him to pursue a PhD in English at Idaho State University. While that didn’t pan out, it did solidify his analytical approach to designing communications that resonate with target audiences no matter the method through which it is disseminated.

We talk about all the changes that he has seen in his long career in direct marketing, including the changes happening today. We also explore how despair these changes, the fundamentals remain the same.  He describes his book Overdeliver, and how we need to approach business not as a revenue event but as relationship events. People are more than lists and segments. To be successful in breaking through the noise, we need to design messages and content that connects. 

And we talk about the biggest challenges with being a baseball umpire.

One part of this book deals with Design Ethics and Justice. That’s a pretty big topic to be sure. One theme that I was thinking about is the idea of “service”, and the service economy. When thinking about the service economy, the main definition of it is the implied and explicit obligations that are inherent in the transactional relationship between companies/workers and customers. Because you are a customer, or potential customer, I provide a service for you. My obligation to do so only extends so far that you are a customer (or potential customer). 

But that is not the only way to think about service. Service also can be something that is done for someone solely because I am in the position to do so and you are in need of it. The obligation of this kind of service rests in the idea that doing a service for someone is a noble act of selflessness. Doing a service can be thought of as a higher calling, but also a starting point. To do service is to rediscover that one has self-worth, something to offer, can make a difference no matter how small of an act of service one does.

This is why doing service is a foundational part of recovery from substance abuse and other kinds of unhealthy patterns and behaviors. Putting out coffee at a meeting, setting up chairs, cleaning afterward, there are no small acts or insignificant ones. Each act serves a purpose, and does a service. When we do services for others, we can contribute to a stronger community and even a better society. On the other hand, if all of our relationships are only based on transactions, there is nothing to say that I need to do anything for you, nor you to do anything for me.

This episode of Experience by Design dives into ideas of self-worth, trauma, recovery, service, and healing.  I welcome Rikki West to the show to talk about her book “The Empty Bowl: Pursuing Truth in a Messy World.”, which she describes as combining “the drama of a personal memoir with the philosophical and spiritual insights of a Zen student.”

Our conversation traverses a lot of different areas and aspects of her life. We talk about starting out with a degree in genetics, only to move to integrating art, dance, and philosophy together for a master’s degree. We talk about her early experiences in the tech industry in the beginning days of Silicon Valley. She tells of how getting laid off in 2001 led to a cycle of desperation that finally culminated in deciding that she needed a change from being stuck in self-pity as her identity. 

She describes her voyage of recovery through recovery programs, coming to know the value of herself, letting go of the results you want and accepting the results you get, and how to heal intergenerational trauma. The source of this is finding the inner strength we all have and that we can nurture to be more present in our lives. 

Finally we talk about how her work is about sharing lessons of experience, strength, and hope to receptive audiences to help them in their healing journeys. And through this we can experience the world in a more healthy way and form more connected relationships. 

Rikki West - https://www.rikkiwest.com/

"The Empty Bowl" - https://www.rikkiwest.com/the-empty-bowl

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Recently my life of skirting the law caught up to me…..twice. My attempt to thumb my nose at the Deep State was met with the power of law enforcement when I was pulled over at two different times for the transgression of an expired inspection sticker for my car. It is now the month of June and my sticker expired in May…..of 2024. So that means for you keeping score at home that the last time my car was inspected was May 2023. 

Both times that I was pulled over in the span of one week, I was asked the same question: why did you let your sticker expire for so long? 

Fair question. But to provide an honest answer I would have to dig into why I have any of the unhelpful patterns in my life. At first I just forgot to get it done. Then I got ashamed I didn’t get it done. Then that shame just became a larger pattern of my life which came to define me. Then to get it fixed would be to wonder who would I be without that expired sticker? 

After the second time getting pulled over, I promised the officers that I would right away get it fixed. And true to my word, I did. $35 and 15 minutes later, I now have a 2026 expiration sticker. I have to say that I feel oddly relieved.

I also have to say that in both cases the officers were extraordinarily nice, and included one trainee who did a fine job with approaching my car. 

I think the moral of the story here is that we sometimes need help from others to get over the old patterns of our lives and to create new patterns that allow us to move on in healthier and better directions.

My guest today on Experience by Design also has built a business to help people create a new version of themselves. Anya Cheng is the Founder and CEO of Taelor, a leading men’s clothing subscription service that provides personal styling and curated rentals for their customers. But that’s not all. They help their customers through a combination of expert stylists and AI. So when we are looking for example of AI being used for good, here you go. When you look amazing in your new outfit and people ask, Where did you get that? You can say, AI. 

It’s not surprising that AI can help in this way because any time I’ve seen an AI character in a movie, they’ve dressed well and looked cool.

Beyond Taelor, Anya is a Girls in Tech 40 Under 40 honoree, having led eCommerce and digital innovation teams at Meta, eBay, Target, and McDonald’s. 

We talk about a range of topics, such as helping customers make changes in their lives, trends in fashion across different cultures, quiet luxury versus conspicuous consumption, long-term launches versus short-term disruption. 

We also talk about her career in journalism, and how telling the stories of others and knowing how to stand around both served her well in her career. 

Experience effortless style with rental and personal styling services any time of the year with the following special for ExD listeners:

Taelor Gift Cards: Get Up To $85 OFF

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With her challenges, college is not an option. But given that we live in a state with good services, she moves onto something called Transitions, which is a program from 18-22 to help develop life skills, job skills, and job placement. As with any graduate, it is an exciting time and a scary time not knowing how her story will unfold. Then again, Hailey’s story has always been filled with a lot of uncertainties, also like any of ours. Every step along the way, she has authored a version of herself that is authentically and uniquely her. As much as we would all like to say the same, I really don’t know how many of us can. The freedom of self expression through which one can shine their own light can be a proposition much scarier than what might happen after graduation.

The story of your life that you are going to write and tell is in large part up to you. Ideally, I think, we would like our story to be written in our voice because it is one that we are writing for ourselves. This isn’t always possible given that our stories are invariably impacted by any number of factors beyond our control. To be able to tell our stories on our terms is a gift. 

My guest on Experience by Design knows all about telling stories, and also about the importance of marking time. Michael Drew has spent a career helping people get their stories to a wider audience. A key point that he shares is that we need to find ways of connecting our authentic voice and passion to a broader audience. Michael sees his work as part of a larger purpose, which is being here in service to other people. This process involves building relationships, translating brilliance into actionable insights, and framing ideas in ways that speak to the needs of your audience. 

Michael has represented many many best selling authors, so he definitely knows about which he speaks. 

We also talk about his other work on the forty-year cycle of history, which is a fascinating topic to explore. It turns out that everything old is in fact new again. These cycles move from “Me” to  “We” extremes, which reflects the larger social zeitgeist. Understanding this cycle can explain much of the moments we find ourselves in, and what it means for us individually and as a society. 

Was a fascinating chat that ranged across many different areas, but all tied together by a focus on telling our story, understanding the broader moment we are in, living to our purpose through service, and crafting a brand that you can believe in.

And congrats again to Hailey who lives the most authentically of any one I know, and continues to write her own story.

Michael Drew LinkedIn https://www.linkedin.com/in/michaelrdrew

Book Retreat Publishing Services https://bookretreat.com/

“Pendulum: How Past Generations Shape Our Present and Predict Our Future” https://www.goodreads.com/book/show/15842812-pendulum

While re-parenting refers to a particular therapeutic approach, dealing with the effects of trauma is something that many, if not most, people share. And the impact that this can have on our lives can be multifaceted and complex. If you have ever gone to any recovery programs, you will know that the behavior being dealt with is only the symptom of the problem, and not the source of it. There are deeper challenges people are facing. After all, what sank the Titanic was not the ice that was visible, but the ice that was beneath the surface.

Perhaps it is not surprising that we’ve had a number of guests that are working with people in varying capacities to improve themselves, their lives, and their relationships with others. I do think that it is in some ways a Gen X thing. There is a desire to do better and be better, feel better, without the tools with which to carry that out. Thus, we have an idea of where we want to go but no clear idea of how to get there. It is hard to build a birdhouse without any tools or knowledge how to use them. You can give it a go, but the outcome is likely to be frustrating and not great quality.

On today’s show, we welcome  Tammy Cho to the studio. Tammy had over 20 years of experience as a nurse, but in line with the common expression, she was having a hard time healing herself. A visit to the emergency room to deal with chest pains and heart palpitations led her to re-evaluate her life and how she was dealing with her trauma. 

Out of this process, Tammy developed what she calls Energy Leadership and Self-Love mentoring. Part of this involves slowing down and reconnecting with ourselves. This can be a scary proposition when we are not sure what we might find, or if we will like what we discover when we do. When we stop pushing ourselves away, we can rediscover who we are and accept the gifts that we possess. In her definition, human design is about self-intimacy, self-empowerment, and self-acceptance. By doing so, not only do we change our relationship with ourselves, but also with those around us whether they be friends, family members, co-workers, or those we are managing professionally. 

LinkedIn: https://www.linkedin.com/in/tammycho-pathtotheheart/

Website: https://pathtotheheart.com/

It turns out that those cute faces that dogs make and the way they endear themselves to us is not by accident, but by evolution. Being cute helps them to worm their way into our worlds. In that way, dogs are a bit of a salesperson, selling us on giving out treats, walks, toys, outfits, food, cuddles, and all kinds of pampering. I mean, sales is just about convincing someone of a course of action. Dogs are great at this, or at least they are to me because I am such an easy mark for dogs because they play on my emotions. 

In preparing this, I hesitated at connecting dogs with sales because dogs are revered people and sales people less so. In fact, you could say that sales has a bad rap. Rather than seeing sales as a way of getting people what they need, sales is often viewed as a way of convincing people to get things that they don’t need and will not be helpful. But our guest today is here to talk about how when sales is done well, it is a win-win-win situation. 

Doug C. Brown has spent a career trying to do sales right, creating positive experiences for customers and sellers alike. Doug talks about how sales is probably the world’s “oldest profession.” He also talks about the challenge of overcoming the bad rap of selling to get to a better outcome for customers. He describes how the metrics being tracked often are not those connected to CX success, which lead to worse outcomes. He finally takes us on the long strange trip of starting out as a vocal major at Berklee College of Music, moving to nuclear medicine, serving in the Army for 12 years, and finally ending up in sales (all of which have more in common than you might think!).

LinkedIn: https://www.linkedin.com/in/dougbrown123/

CEO Sales Strategies: https://ceosalesstrategies.com/

For those students that are graduating, it means something else entirely: time to put all that book learning to work and try to get a job. Of course calling it book learning makes me show my age, because who reads books anymore! But the point still stands: graduates are on the hunt for a job that will provide the opportunity to start adulting on a larger scale. 

To get a job, one of the things that they need to be able to do is stand out from the pack of others who are also trying to get jobs. Here in lies one of the unique ironies that we have in at least American culture. The belief that we are individuals who are unique and can stand out, coupled with a strong anxiety and aversion to being different from other people. For as much as we like to think of ourselves as unique and distinctive, we really have a strong streak of conformity. This makes us no different from other societies in which standing out can be stigmatizing and sanctioned. Being the first in a parade feels a lot safer than standing out.

But standing out is important in terms of showing others who we truly are, and living in a way that feels authentic. 

My guest today on Experience by Design knows all about the challenge and importance of standing out. Judy Winslow of Unforgettable Brands is a self-described Brandologist who has spent her life standing out and being around creatives who do the same. Judy moved to Sarasota, Florida because it was a place for unique personalities and creative artists could come together and celebrate standing out. As a person trained in graphic design, she knew the importance of self-expression in her work. Now, she works with leaders to create cultures in which people can celebrate their unique characteristics, have freedom to express it, and transform vision into reality. 

We talk about giving permission to be audaciously authentic. She describes how our brand is in action all the time, and that as humans we are here to stand out. She talks about how she was influenced by Marty Selligman, the godfather of positive psychology, focusing on what works well and how to build on those successes. She also reinforces the point that before you have customers, you have employees, and that personal and professional development is not just about improving ourselves, but helping to improve others as well by being able to better show up for them. 

Judy Winslow https://unforgettablebrands.com/

LinkedIn: https://www.linkedin.com/in/judywins/

Part of it is the waiting for something better that you hope is right around the corner in terms of sunny skies and warmer weather. And then two weeks later it will be 87 with 1000% humidity. But those two weeks of actual nice weather are pretty wonderful. 

But the waiting is rough, as transitions often are. Any kind of transition can be painful and wrought. Think about the transitions that you have gone through in your life, what it felt like, and what it took to get through it. 

It turns out that in many ways we are in another transition right now: something called Late-Stage Capitalism. We can look at the technological transitions taking place, the accumulation of wealth and the growing disparities it is bringing, environmental degradation, and the seemingly increasing number of financial crises as indicators of this transition being underway. But what comes next? 

To talk about social transformations and transitions, we welcome Jaime Schwartz to the Experience by Design studios. Jaime's expertise crosses a lot of areas, which is a good thing because we talk about the need to have breadth of knowledge and experience as we enter what he calls the Co-Creation Economy. 

Part of this lies in finding better ways for people to work together, using AI as a tool to help facilitate collaboration and flow. Another part of this is focused on helping corporations align their brands with a higher mission and purpose. Finally, we have co-creationism in art, where new technologies and approaches to expression create new ways of sharing, owning, and co-creating artistic expression. 

Overall, our conversation digs into how we successfully transition to embrace the promise that technological innovations have for making our lives better, and hopefully not being run over by it. And how by coming together we can accomplish great things. 

Team Flow Institute: https://teamflow.institute 

Mrkd Art: https://mrkd.art

Brand Therapy: https://brandtherapy.coach

So, clearly there is a lot of work to be done. And that is why we welcome our guest today on Experience by Design. Sheng-Hung Lee is a Doctoral student at MIT. There he is involved in the AgeLab, where they have the aim “to improve the quality of life of older people and those who care for them.” 

Sheng-Hung has been involved in a wide range of service design initiatives, and has a list of awards and recognitions to prove it. He also has worked at companies like Ideo as well as Continuum, and is part of organizations such as the World Design Organization and the Industrial Designers Society of America. 

We talked about a range of topics related to designing, systems, and aging. He talks about what brought him to the field of design out of his background in engineering. Sheng-Hung describes how we have to move from the idea of designer as hero, and work more collaboratively to address complex challenges. Part of that is the need to go beyond siloed thinking and integrate ideas from a variety of backgrounds and experiences. And we talk about the need to move beyond focusing on tangible stuff as a primary motivation, and have the space to explore, learn, and synthesize.

Sheng-Hung Lee Website: https://shenghunglee.com

MIT AgeLab: https://agelab.mit.edu/

And it feels like every day more and more, we need some life and light brought into the world. While art changes, our need for art never changes.

My guest today is artist Will Owen. Looking at Will’s website, it lists his primary mediums as sound, sculpture, and food. That’s right. Food. 

Without that is a larger preoccupation of culture and the world in which we live, seeking to represent it in ways that stimulate thought, expose us to its beauty, and contemplate its possibilities. 

Growing up in Appalachia provided an opportunity to explore how to have fun and create with whatever was available. Before we had the concept of a ‘maker space,’ his childhood was a maker space in which risks could be take in the pursuit of having fun and filling time. Out of that comes a creative spark and fundamental appreciation for the natural world. He describes himself as being ‘obsessively curious’ and being promiscuous with materials, which he owes to his childhood and the collaborative explorations with his friends.

Today he is part of many different collectives around the world. He is part of the Flux Factory in New York, and has worked with artists in Russia and Taipei,

We talk about making something loud with no budget, the indelible reciprocity of making together, the porousness needed to engage with performative audiences, and his obsession with supertemporary communities. We also talk about the bus experiment, a traveling exhibit from Manhattan to Philly. 

Will Owen - https://willowen.net

Flux Factory - https://www.fluxfactory.org/

There is an interview that was done back when Adam was still involved that I just came across and realized was never released. And of course that shames me because, despite the delays that might invariably occur with producing this things, I always try to do right by the guests.

And it turns out that the topic of this conversation couldn’t be more timely. Diversity, Equity, and Inclusion has been at the top of the headlines. Executive Orders, Lawsuits brought by states, companies either reducing or eliminating their DEI-related programs, with others reaffirming their commitment. For those of us interested or involved in DEI, there is a lot to keep track of. 

So it is fortuitous that I bring out our conversation with Teja Arboleda right now. Even though we are not talking about the current state of DEI, we are talking about the prelude to this moment. 

Teja is a producer, director, and actor, using his talents to weave together stories that touch on traditional themes and emergent ones as well. He also has lived across national cultures, growing up in Japan but in an American family. He worked at WGBH, the Boston public television station, where he worked on documentaries related to the Gulf War and the series Frontline. 

He brings that attention and skillset to the work that he has done in the corporate environment, bringing impactful trainings that are imbued with humor, storytelling, and connecting audiences with the universal experiences behind DEI. 

And I should also mention he has a degree in sociology as well!

Teja Arboleda - https://tejaarboleda.com

Teja Arboleda LinkedIn - https://www.linkedin.com/in/tejaarboleda/

Ibis Consulting Group - https://www.ibisconsultinggroup.com/

And plus, I like to nordic ski. Hard to do that without some snow. 

At the same time, the snow does present some challenges. While we have been in a bit of a snow rut in New England over the past decade or so, there was the winter of 2015 when I had to get on my roof a number of times to shovel the snow. I also had to extensively use my roof rake to pull the snow from the base of the roof to avoid ice dams. For those who are not familiar with an ice dam, it results from the heat from your house causing snow to start melting, only to freeze once again in the cold temperatures. This repeated process results in a literal dam of ice that leaves no place for additional melting to go, leading to water damage in your roof and house.

I have seen houses with these heating coils on their roofs, and that seems cool. Just melts the snow so that you can’t get ice dams.

Turns out there is a problem with those well, and that is they can suck up a lot of energy, especially when not in use. It is not as easy as just flipping a light switch either. As a result, you can spend a lot of extra money on powering those things when not needed.

Beyond that personal inconvenience, there is the drag that puts on the power grid, which it turns out is not a small problem. As researchers, companies, and people overall look to AI to help with tasks simple and complex, we need more energy. And wasting energy on roof coils that are not being used is a big culprit in our wasted watts.

Enter Thomas Clardy and Powder Watts. Powder Watts is a device that helps you monitor and manage your use of roof heating cables. Not only does that help you save money, but it might just be a crucial part of freeing up space on the grid for other reasons, like powering AI. This is not just a matter of convenience and business, but even economic competitiveness and national security. 

We talk about big impacts from small products, changing behaviors in customers, systems thinking and wicked problems, and how we all have a part to play. 

This is what makes doing the podcast so much fun. I get to talk with people who have lived fascinating lives and come up with creative and inspired ideas to make people’s lives better. To me, this is the essential part of experience design: making lives better for people using our own experiences, knowledge, and passions as the basis for our designs.

Today’s episode is no different. I had the pleasure of speaking with Diamond Drip. One of the chief questions we explore is “what is our authentic self”, and “how do we get in touch with it?” with all of the social distractions and noise filling our head on a regular basis. Those external distractions can be coupled with the internal challenges that we all face.

For Diamond, part of this journey involved her dealing with Bipolar II, and using psilocybin as part of a clinical trial. The impacts of this trial lead her to realize her dream and passion for human design. 

The manner in which she approaches human design is through thinking about what we put out into the world, especially our energy. She was always told that her energy was contagious. She came to learn the importance of energy alignment when we are doing things that we are meant to do. We need to learn to lead from within in order to align our energy and our actions. 

We also talk about her time in the Air Force, working at a gym, her background in Graphic Design, and getting tired of not being the leading lady in her life. She describes how other leading ladies in her life, like her Aunt, helped to instill a belief in herself and her potential. 

And believing in ourselves in a message that we can all relate to. 

LinkedIn: https://www.linkedin.com/in/diamonddrip/

YouTube: https://www.youtube.com/channel/UCFHTm-gbYJAEhU4qmY44pmQ

Diamond Drip Website: https://www.diamonddripconsulting.com/

Come to think about it, my love for a gas stove may extend back to watching my parents light cigarettes from the flame. I would guess it is a lot harder to light a smoke off an electric stove.  To this day, second-hand smoke makes me think of my childhood.

But I never really gave much thought to how my home is powered. I was pretty shocked when I moved to Boston that I had an oil tank in my basement. Didn’t know that was a thing. Beyond that, I was pretty ambivalent about what provided heat and warming (and flame) to my house, as long as it worked.

That’s why I was so intrigued to talk with Tucker Perkins, who is my guest today on Experience by Design. Tucker is the President and CEO of the Propane Education and Research Council. I didn’t know we even had a Propane Education and Research Council, but it turns out we do. 

As their website states, “PERC was authorized by the U.S. Congress with the passage of the Propane Education and Research Act (PERA), signed into law on Oct. 11, 1996.” Also, “The Propane Education & Research Council is a nonprofit that provides leading propane safety and training programs and invests in research and development of new propane-powered technologies.”

In the energy space, it also turns out that propane is the little kid on the block, and we love an underdog at Experience by Design. 

But like with everything on the podcast, this story is about more than propane. We dig into the larger systems perspective when it comes to energy, safety, and sustainability. We talk about how fire has a primal appeal, and how appliances are products that create pleasure. And we talk about how education is vital to behavioral change and getting people to buy into a new idea and system. 

Ultimately, we need to be fostering critical thinking, coupled with effectively communicating research and knowledge, to get people to make changes in their lives.

Propane Education and Research Council https://propane.com

Tucker Perkins https://www.linkedin.com/in/tucker-perkins-8972a510/

Gary David YouTube Channel https://www.youtube.com/@garydavid9535

For people who consider themselves to be creative and work in creative roles, the sense of burnout can be real. 

At the same time, creative work can be invigorating and rewarding in the right context, giving the right leadership, and working for the right clients.

This is what Mack Garrison was trying to create when he founded Dash Studio, where they make videos that matter.  Dash is a ‘high-end animation and motion design studio that believes in the power of creativity and community.’ This is one of the lessons that he learned in the 9 plus years that Dash has been doing business. A big part of their success comes from community: communities of creatives, communities of partners, communities of supporters, and frankly communities of communities. 

In fact, you could say that creativity either comes from, or at least is enhanced, by community. 

As part of their effort to create community, they have their annual Dash Bash event, June 11-13, 2025. 

If you are interested in motion design, or just interested in meeting some great people in Raleigh, NC, check it out. Great speakers, workshops, and social events. 

Dash Studio - https://www.dashstudio.net/

Dash Bash - https://www.dashbash.net/

Mack Garrison LinkedIn - https://www.linkedin.com/in/mackgarrison/

Iconic brands are something that seem to last forever in our minds. What are some of the iconic brands? Apple. Coca-Cola. IBM. Lego. McDonalds. Doesn’t mean that we even like or use these products. But we for sure recognize those brands. 

Another one of those iconic brands is Harley-Davidson. You might not ride a motorcycle, but you know what Harley-Davidson is and what it represents. 

But it is not as if Harley-Davidson has been one brand throughout its existence. It has gone through some different iterations of what it is, and how it is seen. But within all of those changes has been a constant of what it was trying to represent. 

To explore the brand known as Harley Davidson, we welcome Ken Schmidt to the ExD Studio. Ken originally wanted to be in advertising, but ended up in public and investor relations. His journey in the profession saw him end up as director of communications for Harley-Davidson, where he was involved in the company’s turnaround.

Part of that turnaround involved changing the perception of Harley-Davidson, while also keeping the perception of Harley-Davidson. Harley has been around since 1903. It was doing exclusive production for the military in World War II. When some of those soldiers returned, they wanted to still ride motorcycles. And some of those soldiers had a bit of a hard time re-integrating into polite society. Thus we get groups known as outlaw motorcycle clubs, and movies that imprinted that connection in people’s minds.

Now Harley-Davidson is the motorcycle of a very diverse customer base. You can’t characterize the “Harley rider” other than a person who like comfort, aesthetics, reliability, and yes even noise as part of their riding experience. 

We cover a lot of ground in this chat, including voice of the customer, inclusive design, branding and identity, the psychology of choice, and the challenges of changing how you are seen while trying to keep who you are. We also talk about his book “Make some noise: The unconventional road to dominance.”

I will also add that this conversation was before Harley-Davidson publicly announced it would rollback “DEI initiatives,” including partnering with pride festivals and connections with diversity-related groups.  

In terms of how it relates to my conversation with Ken, this last paragraph from Harley is definitely relevant: 

"We believe having both a broad employee and customer base is good for business and that ultimately everybody should experience the joy of riding a Harley-Davidson. We remain committed to listening to all members of our community as we continue on our journey together as the most desirable motorcycle brand in the world."

Ken Schmidt: https://kenspeaks.com/

Ken Schmidt LinkedIn: https://www.linkedin.com/in/ken-schmidt-5b08115/

"Make Some Noise" book Link

Whether in our personal or professional lives, it can be hard to identify what is important in terms of our evaluations. How do we know if we are making progress toward our goals?

The same can be true for companies. What are the metrics that indicate our success? What are the expectations we are trying to meet? How do we stack up against others? What are the benchmarks that we think matter, versus the ones that actually matter?

To explore this question and more around customer experience, we welcome Michelle Spaul. Michelle is a customer experience management consultant with her company Delta Swan. Michelle has a wealth of experience in CX, with the simple goal of trying to make things better for customers. As many of you listening will know, behind that simple goal lies a complexity that can challenge most organizations. Therefore, it is a good thing that Michelle has a background in manufacturing systems engineering. We talk about how that education prepared her for working as an experience engineer. 

She describes how her work on the price of oil informs her systems approach to CX. We discuss the importance of a shareholder mindset that creates value for not just customers, but all who are impacted by the business. 

We explore how her first job with Phillips around preventing customer returns turned into listening to what customers said, and how that is the foundation of any CX work.

Finally, we talk about how there are a lot of different areas of feedback that we can find if we only look. And that if you get defensive about the feedback, you are missing an opportunity to grow.

Michelle Spaul LinkedIn - https://www.linkedin.com/in/michelle-spaul-customerexperience/

Customer Experience Management Consultant - https://customerexperienceconsultant.co.uk/

"The Price of Oil" - https://www.amazon.com/VFUU-Price-Oil-Michelle-Spaul-ebook/dp/B01D7CTTEK

It is probably easy to remember the bad experiences. But what about our best experiences. The times that we felt cared for, appreciated, thought of, where someone did something that made us feel valued.

The job of the experience design and CX profession is, in part, to make the positive experiences common and make the negative experiences exceedingly rare. 

There is a lesson in Buddhism "that life is inherently full of suffering and that it's impossible to live without it.” But even though life is full of suffering, that doesn’t mean that our customer experiences have to be. 

To talk us through these points, we welcome Valerie Peck to the Experience by Design studios. For those in customer experience, Valerie Peck is a well known thought leader. And for sure Valerie has some thoughts about the state of CX and whether companies really care about customers despite their vocal assurances. 

We talk about creating experiences versus pushing products, and how being solely about profit can lead to cutting experiential corners. We discuss whether companies really want to have a relationship with their customers, or just perhaps a passing acquaintance. When companies give customers surveys, do they really want to know what customers think? Or is a survey the best way of doing nothing? 

Valerie has thoughts on CX consulting and the challenge of working with clients that don’t get it, and frankly don’t want to. We explore companies like Southwest and Boeing who “got it”, only to lose it in the pursuit of profit at the expense of experience rather than because of it. 

Finally, Valerie describes applied customer intelligence, the upcoming CX reckoning, why companies should be more like minor league baseball, and how she helps companies stop abusing their customers so that they come back 

Valerie Peck LinkedIn - https://www.linkedin.com/in/valerie-peck-4b143/

So it was a very pleasant surprise to find that my guest today actually had an installation at the WNDR Museum. It was this very cool outdoor-type of building where you could be with others and experience an audio and visual immersion of rain and lightning. One of the fun things about it was that you were there with strangers, basically arranged in a way that you were experiencing it together. 

I didn’t know that when I first met Leigh Sachwitz to discuss being on the show. But it was one of the, dare I say, “wonderful” things I found out about Leigh and her work with her Berlin-based company flora&faunavisions (FFV). I got to learn about their award-winning work on projects like the Ring Cycle, a digital opera that creates an immersive experience of the work by Richard Wagner. I also learned about her work on the Utopian Garden, described as a story-based immersive, interactive show where participants can tour the world. She described their Flying Up Sparrows event in China, where Buddhist paintings were brought to life.

Finally, she explains their work behind the Genius DaVinci Show that just opened up in Florida this past November. “This exhibition invites you to step into Renaissance Italy to explore Leonardo da Vinci’s masterpieces and inventions up close.” And the great thing about this is the way that educational and entertainment come together to form what Hip Hop artist KRS-One described as “Educatinment.” Or, in Leigh’s words, how do you create experiences that draw people into the moment and produce, empathy, emotional connection, and curiosity. 

We covered a lot of other ground, including the science of immersive experiences, how we can co-create our futures together using these kinds of experiences as a prompt, how we can inspire our imaginations to unlock the possibilities of ourselves, and the intersection of Detroit and Berlin as hubs of techno music.  

Leigh Sachwitz - http://leighsachwitz.com/

flora&faunavisions - https://www.florafaunavisions.de/

There has been a shift in usability, however. Part of that shift lies in the name itself, which is now known as user experience (or UX). Coined by Don Norman during his time at Apple, UX went beyond just how ‘usable’ a product was. Rather, it referred to the totality of the experience that a user had with the product (which could include usability but was not limited to it). Still, though, the goal was to make things better, if just in a larger scope. 

Some things have changed when it comes to UX. Don Norman has criticized contemporary UX as not being ‘real’ ux in the traditional sense. There have been other critiques as well, especially around what is known as ‘dark patterns.’ This kind of UX work uses social science and design to create environments that are manipulative and aimed primarily (or solely) on profit. Or, what might be considered to be the antithesis of UX. 

Karen T. Lin also has some thoughts on the direction of UX today, and what might need to be done to fix it. Karen has worked as a Chief Experience Officer and Head of UX for startups and financial institutions. More importantly, in my opinion,  she initiated the #StopUXErasure effort which is aimed at restoring UX, as well as reducing the tech supremacy which impacts our lives in negative ways. 

We talk about a range of issues related to experience design and user experience, including:

• Product dictatorships – uphill battle in UX in terms of advocating for human-centered design in a company. A lot of the battle is with the power in the company (IT or development). Trying to convince them, if you give up some of your control or power, does that allow us to find out what people actually want 
• Profiting because of positive experience rather than at the expense of experience
• What does it mean to have a human and user centered ethos
• The power and politics inherent in design processes, and why it is important to act on behalf of those who are at risk from negative intent

Change can produce a lot of anxiety and uncertainty, even when there are positive changes taking place. It can feel overwhelming, especially when we lose a sense of control over the future.

In reality, there is very little that is in our control. There is a saying that we can’t control people, places, and things. I can only control my reaction to these things, and take the action that I can. 

But what action to take? What can and should a person do when the options of action feel limited? 

To discuss these topics, we have Donna Dupont. Donna is the Founder and Chief Strategist in Foresight & Design for Purple Compass. Donna has a Master of Design in Strategic Foresight and Innovation, which she has applied in healthcare, environment and sustainability, and generally helping organizations think about and plan for the future. 

Donna and I talk about:

• the process of future and foresight planning,
• why it is important to maintain a sense of agency during times of massive change
• the place and importance of emotion as part of our planning,
• why doing future planning can sometimes feel like therapy, and
• we talk about how the foresight planning process is a vital part of designing positive futures.

Purple Compass https://www.purplecompass.ca/

Donna Dupont https://www.linkedin.com/in/donna-dupont/

In this episode, we'll explore the intricate challenges and opportunities that come with solar-powered technology, particularly solar roof tiles and the broader adoption of renewable energy solutions. Alex will shed light on the high costs and extended installation times that make solar roof tiles less competitive compared to traditional solar panels. We'll also delve into the socio-political dynamics that shape renewable energy adoption and the importance of visibility and awareness in promoting solar technology.

Alex emphasizes the neutrality of solar power, advocating for an unbiased approach to its adoption and the crucial role of actively designing equitable, renewable energy infrastructures. His work, which blends art with themes of energy and sustainability, offers unique insights into how solar-powered art can engage communities and inspire collective action.

Additionally, Alex will share details about his new book project aimed at providing practical design methods for creating solar-powered art. We'll also discuss the significance of interdisciplinary teamwork and the idea of integrating technology within cultural contexts to ensure sustainability.

Stay tuned as we journey into the intersection of art, technology, and climate action, and learn how intentional design can drive meaningful changes in our approach to renewable energy.

LinkedIn - https://www.linkedin.com/in/alex-nathanson-2a1727160/

Website - https://alexnathanson.com/index.html

Solar Power for Artists - https://www.solarpowerforartists.com/

And if you ever tried listening to some of those people talk about their work, or read their work in academic publications, you’ll know that it can be very difficult to decipher precisely what they are talking about. Given the amount of time and dedication it takes to achieve academic brilliance, this shouldn’t be surprising. Speaking as an academic (and not a brilliant person), this is how we are trained to communicate, and primarily to each other.

One of the great things about the Ted Talk and TedX movement is that it has created a format through which people who have something to say can find the means to say it. This also has created a platform through which public scholarship can take place, and insights can be translated to a wider audience. 

In this era of wicked problems, disinformation, and social media, it is vital that we translate as much knowledge as possible. 

Nick Kindler’s business is about how to help smart people improve their ability to communicate. Using an approach they call Communication Canvas, Nick with Kindler and Company give speakers the signposts they need to know the route they have to go in order to avoid verbal cul de sacs and and deliver a performance that audiences can remember. 

Nick draws on his experience in improv and acting, Nick talks about how it is vital that speakers bring themselves into their presentation. He discusses the importance of taking personal stories that they haven't shared, tell the story in a way that is Ted worthy, and unpack the learnings and takeaways. When we tell our stories in the right environment, it is cathartic and helps someone else. 

Nick asks us to focus on three key questions: 

1. How can I simplify the messaging today 
2. How can I transform using story telling and language to deep the understanding 
3. How can I deliver it and perform it in a way that engages and connects 

Nick Kindler LinkedIn - https://www.linkedin.com/in/nickkindler

Nick Kindler Instagram - https://www.instagram.com/nick_kindler/

Kindler and Company - https://www.kindlerandcompany.com/

Even with this, it seems like disasters are moving closer and closer to home. It is a privilege to live in a society where emergency management is a thing that can be relied upon. When disaster does strike, we may have some confidence that there will be professionals that help deal with the situation in a timely manner. 

But that will only get you so far. Just watch any zombie movie. It is scary how quickly civil society can break down when the dead rise and start to consume the living. Then what? Are you ready for the zombie apocalypse? 

Or even a more ‘routine’ disaster? While we all might roll our eyes at fire drills, do they help us prepare for a fire? Or is it just preparedness theater? 

Rick Rescorla didn’t believe in preparedness theater. He believed in actually being prepared. After the WTC attacks in 1993, he was worried about another attack taking place. In his role of VP for corporate security at Dean Witter Morgan Stanley, he had a disaster contingency plan that was rehearsed over and over with staff. 

When 9/11 happened, he was able to save thousands of lives by going forward with his evacuation plan. Unfortunately, he died as he went back to make a final sweep for employees. But because of his preparedness and taking it seriously, many people were able to survive that day.

To help us think about the zombie apocalypse and other types of disasters, we welcome Patrick Hardy, also known as Disaster Patrick.  Patrick has spent a career in disaster management, even though originally he wanted to be a cultural anthropologist. He was there in the aftermath of Hurricane Katrina, as well as other events where people were in their greatest need due to circumstances beyond their control. 

Now he works with organizations to help ensure that they are in position to deal with disasters, whether natural or manmade. We talk about how he tries to create training experiences so that people can be prepared. We explore the difference between being the person who cried wolf, and actually taking preparation seriously. In fact, we discuss the prepper movement and what we can learn from their perspectives regarding self-sufficiency and resilience. 

Finally, we talk about how disaster preparation is an important part of employee and community experience so that your workers feel safe and cared for in the workplace. 

Patrick Hardy Website - https://disasterpatrick.com/

Patrick Hardy LinkedIn - https://www.linkedin.com/in/disasterpatrick/

Patrick Hardy YouTube - https://www.youtube.com/@DisasterPatrick

Despite this, we see a decrease in people entering the skill trades. Looking at the total composition of those working in the trades, the population continues to age. Young people are not seeking these opportunities, even though there appears to be an uptick among Gen Z. No doubt there is a need for such workers. 

A recent survey found that 91% of those who are in the skilled trades tend to be very satisfied with their careers. Additionally, at a time when so many jobs are being threatened by AI and even off-shoring. It is hard to send plumbing or electrical to someplace else to get one. And while technological advances can improve the productivity of construction and other work, it is not likely to replace people any time soon. 

Our guest today, Jesse Hernandez, knows something about skills trades and the workplace culture that surrounds it. He grew up in this world, with a father who was a plumber. He got his own journeyman’s license. Through his professional journey he noticed that he had a love for teaching which grew into a professional speaking for the skilled trades industry. A big emphasis of his speaking is to create building sites and an environment that is personally growthful and emotionally supportive. 

We cover a lot of different areas in our conversation. We explore how some poor decisions led him to 12 Step recovery. Topics like experience, strength, and hope all resonated with the changes he thought needed to be made on the worksite. The foundation of service to others informed the messages that he spreads to others. We discuss how there is a shift in the construction industry toward a people-centered culture. We also discuss his accidental discovery of being a content creator, and finding new avenues to share his message. 

Ultimately, we end with the importance of knowing how to say you need help, and that you don’t have to suffer alone.

Jesse Hernandez  LinkedIn

Depth Builder website

No BS with Jen and Jess YouTube

But nope. Algorithms have been thrust back into our lives. We live in an age where not only are we trying to learn the algorithms, but we are trying to beat the algorithms. There are forces largely unknown that are not just determining what we see, but the extent to which others can see us. For those who are trying to make content, post content, and be seen, it can be a major uphill battle. As more and more material gets tossed out into the online world, it is harder and harder to be noticed. 

There is this pull to become brands, to become products, to be commodities that are recognizable to customers. We gear materials to accomplishing those ends, with hopes that we can become definable in a particular kind of way. But like the tree that falls in the forest, if content is posted online but no one is there to see it, does it make any noise?

To help us with the question of what makes content that connects and beating the algorithm, we welcome Tyler Schmoker to the podcast. Tyler has an interesting history in the area of military intelligence through his time in the US Army. From that, he started his own company called Winsly that works with a range of businesses to help them with security, innovation, risk assessment, and business strategy, amongst other things. 

We talk with Tyler what makes for information that resonates with your audience. We explore how he has used lessons from real tradecraft to crafting social media content. While the term ‘propaganda’ now has a negative connotation, at its root it means creating messages that are meant to prompt and elicit certain behaviors. But we can only do that if our message is built to connect to our audience, and they can see it. 

To do so, we have to apply a programmatic approach, documenting what works and what doesn’t, learning lessons, and building a base. 

We discuss how to use the lessons he learned from his  intelligence work and how he applies that to business clients. We talk about whether “military intelligence” is in fact a contradiction in terms. We look at the ethics of technology and AI, especially when it comes to social media. Specifically, we look at how to leverage these insights to platforms like LinkedIn, and create content and communication that connects. 

Tyler Schmoker - https://www.linkedin.com/in/tyler-schmoker-76997756/

Winsly - https://www.winslyllc.com/

Social Media for Security Professionals - https://securityjournalamericas.com/a-social-media-for-security-part-1/

Sensitive skin is referred to as being problematic and requiring special care. A sensitive stomach is something that can easily cause us problems. Eyes that are sensitive to the light can make it hard to see.

It seems that being sensitive, or too sensitive, is something to be avoided.

The problem gets exacerbated when we put other variables into the mix. Men are not supposed to be sensitive. Women are allowed to be sensitive, but not too sensitive. Or maybe they are expected to be too sensitive because that’s just how they are.

But what about leaders? How sensitive are leaders supposed to be? Is sensitivity a virtue in leadership, or something that is supposed to be avoided? Does sensitivity cloud our judgment, or give us insights that allow us to make better decisions?

Heather Dominick talks about how she was a victim of her own sensitivity. She experienced how being highly sensitive could negatively impact her mindset and her life. Despite all of this, she never realized that she was highly sensitive, and rather than being a flaw it was a character trait that she could use to help herself and others. 

Starting as a drama teacher, she decided to start her own business during the height of a recession. It was during this time that she started to understand what it meant to be a highly sensitive person.

As a result, she began to think about her entrepreneurial journey differently. She describes it as a lightbulb moment, where she changed what she thought was necessary to create success.

From this she created her Highly Sensitive Leadership Training Program for Entrepreneurs. It is a different approach from what has been traditionally thought necessary for business success. Rather than seeing sensitivity as a liability, she now views it as an asset and feature. Rather than trying to change who she is, she sees her sensitivity as part of her journey. And as we discuss, how this applies to designing experiences with sensitivity and awareness.

Healthcare is something that we all encounter throughout our lives. Health is something that many of us may take for granted, but is always something that is in flux. We might ponder that our bodies are in a process of continuously breaking down, with a long spiral toward entropy, or a gradual decline toward disorder. Healthcare helps to delay that process to whatever extent we can, trying to stave off the inevitable and provide a footing upon which we can exist with some amount of comfort, stability, and security. 

A pandemic of course can bring this into stark focus. There is a certain vulnerability to having mass illness with unknown origins, unfamiliar symptoms and contagiousness, and potential fatal consequences. 

A lack of healthcare, a feeling of illness, not having knowledge about how to fend off disease all can make us feel exceptionally vulnerable. And scared. 

Some will say that our belief in superstition, magical thinking, and even religious belief all are our way of dealing with this uncertainty around our physical wellbeing and impending doom. 

Likewise science is another tool with which we can stave off our decline and try to have some control through making choices to improve our health and extend our lives. 

But how do we translate scientific knowledge and advances so that people can follow them? And how might we use innovative design to improve healthcare outcomes?

Dr. Jessica Mudry is focused on these questions through the work she does at Toronto Metropolitan University. There she is a Professor and Chair of the School of Professional Communication. She also is the Director of the Creative School’s Healthcare User Experience Lab. Here she uses her background in science and communication to generate ideas and create content to improve healthcare outcomes and improve health equity. 

In this episode, we talk about her path from chemistry to communication. We explore narrative theory, rhetoric, and language, and how we can apply them to scientific communication. 

She talks about how we have to learn to tell stories about science. We can’t just tell one story, but have to understand how different stories can resonate with different audiences. Her work in science television demonstrates how you tell stories well, and how the best stories will win attention. We have to take inspiration from how young people communicate, and rethink what it means to have create academic content. 

Finally we talk about how Canadians are nice, how to create better impact measurements in academia, and how we can find humanity in healthcare.

Dr. Jessica Mudry - https://www.torontomu.ca/procom/people/jessica-mudry/

Healthcare User Experience Lab - https://www.torontomu.ca/healthcare-user-experience-lab/

Diversity, equity, and inclusion is not a catchphrase when it comes to design. It is something that designers should be considering when trying to do designs that are representative, inclusive, and just. Part of the work of being a good designer is not only to believe in this, but also to get clients and employers to believe in this as well.

Any design process is political in that decisions have to be made that can affect stakeholders. How research questions are posed, data collected, results processes, and conclusions acted upon, can all be impacted by power. Those who are making decisions can do so in ways that further marginalization or increase inclusion. Which way things go depends on the conversations had and the decisions made. 

Veronica Shelton and Hannah Ryu started the UX/UI design company Oak Theory with this understanding, and a goal of making inclusive design a core part of the design process. They are “on a mission to enhance digital design by championing authenticity and inclusivity.” 

But to do so without creativity and strategy is not going to result in outcomes that best serve clients and impactful designs. So Oak Theory bridges all these elements, working with some of the biggest clients like IBM, Google, Figma, Adobe, Salesforce, Sephora, Amazon Web Services, and many others.

We talk with Veronica and Hannah about their journey to founding Oak Theory. We discuss the importance of including diverse perspectives, the role that female leadership plays in their organization, and how to be representative of voices in their research. 

Ultimately they stress the importance of inviting, talking, learning, and caring, because without doing so we cannot create design that matters.

Oak Theory - https://oaktheory.co

Veronica Shelton - https://www.linkedin.com/in/veronicashelton/

Hannah Ryu - https://www.linkedin.com/in/hannahryu/

Jon shares his expertise on integrating augmented reality (AR) and virtual reality (VR) to create immersive and awe-inspiring experiences, enhancing both educational programs and collective memories. The discussion extends to the evolution of video quality, the role of fashion trends, and the intricate balance of using technology to enhance, rather than distract from, meaningful experiences.

We’ll also hear poignant stories from Jon about gaming with his son and a transformative visit to Dachau, highlighting the power of immersive experiences in understanding cultural trauma. The conversation touches on significant historical events, such as Operation Overlord and the Vietnam War, and how reverence and reflection are incorporated into modern design.

We talk about how to approach the making of reverent spaces that not only prompt introspection, but also connection. While tech might be great for immersion, it can also lead to distraction. So the goal is to balance those features and think about when to use technology and when you need to leave it out. To be reverent is to be in the moment. This means the designer of reverent spaces needs to amplify the moment, heighten the sense of reverence, and move the person into the space of remembering. 

Whether you’re interested in how today’s technology can preserve stories of the past or how it impacts our sense of identity and place, this episode promises a thoughtful exploration of the intersection between technology, design, and human experience.

Designing Reverent Spaces in a Tech Driven Future link

G & A link

G & A LinkedIn

G & A Instagram

Jonathan Cohen LinkedIn

It can be a challenge to capture what these events are all about, especially to those who have no direct understanding of them. What is the allure? What draws people in? Why do people put themselves through it all? Portraying more obscure sporting events to a broader audience is a balancing act between over explaining what is going on and leaving spaces to draw people in. 

We can look at events like the Tour de France, professional hockey, Ironman, and other sports that don't have a broad audience, and as a result any coverage of it seems to try to overexplain itself.  

One of the trends we see in sports media is the telling of stories of those who are competing. One of the things that draws us into sports is the struggle inherent in it. The struggle against ourselves, the struggle against others, the struggle against the elements. And it is not just about the struggle, but as ABC sports famously said “The thrill of victory and the agony of defeat.” We learn about these things through how they are portrayed in sports media.

On this episode of Experience by Design, we welcome Matt B. Davis of Obstacle Racing Media to the studio. I first heard of Matt on Marc Maron’s WTF podcast where he was talking about his documentary World’s Toughest Mudder. You’ll hear references to his appearance on Marc’s podcast in our conversation. As an endurance athlete, I recognized the struggle of communicating what it is we do and why it is we do it. So, I thought it would be fun to have him on and talk about the documentary he created, the culture of obstacle racing, and sports media for more fringe sports. 

Matt’s desire for creative communication and entertainment led him to a variety of outlets. From comedy to blogging to podcasting and now videos, Matt talks about how he created a media presence for obstacle racing. For those who don’t know, which is probably most of you, obstacle racing are events like Tough Mudders or Spartan Race. What becomes really fascinating about these events is the strong sense of support and community that is created by all those involved. Competitors helping one another overcome literal obstacles because they are all in this together. 

We talk about his journey from New England to the world of comedy. We explore his decision to create a content creation company for the emerging world of obstacle racing. We dig into how to create authentic content that doesn’t pander to the world of clickbait. He emphasizes that it is not just about the money, but the challenges of being a content creator who does justice to the community that is being portrayed. 

Click here to see Experience by Design ranked as one of the top podcasts in Brand Design! https://blog.feedspot.com/brand_design_podcasts/

And that used to be enough. Professors weren’t entertainers, but gatekeepers. We could be in front of the room, expecting students to pay attention, engaging in the content under duress, and providing output that fit our requirements. 

The game has changed in many ways. Now educators have to figure out ways of being engaging. We have to think not just in terms of class materials, but learning experiences. We can’t just think about course lectures, but content creation. We have to explore ways to get students curious, to bring material to them because we can’t just rely on them to come to the material. 

Part of this is probably related to the a la carte culture that we currently have. ‘Kids today’ are socialized in an environment where they can pick and choose what they want when they want it. They can listen to whatever music they want any time they want to. They can pick a show or movie and see it at any time. Even Door Dash and Grub Hub can deliver food that they want. 

To get students and learners engaged, we have to have them want to be engaged. Given that they have choice around so much of their lives, educators find themselves being in the situation of having to entertain students and learners. 

Of course, education doesn’t just happen in the classroom. Museums are another environment in which learning can take place. And museums also are a place where learning and entertainment are coming into close contact.

On this episode of Experience by Design, we welcome Nathan Lachenmyer and Sadiya Akasha from Sitara Systems. Nathan and Sadiya think of themselves as ‘curiosity creators,’ creating museum experiences that draw people into exhibits so that they can become engaged in their content. 

A major part of their goal is to achieve education through entertainment. Additionally, they seek to establish education as a pathway to action. Rather than preaching, we can think of their work as reaching. There is a difference between being lectured at versus talked to, and their edutainment approach helps to reach those who are indifferent to topics like climate change and get them engaged. 

We had a lot of fun in this convo, especially considering they were talking on different lines but in the same room next to each other!

It leads one to wonder whether loneliness is not just a bug of modern society, but rather a feature of it. All of this was of course increased during the pandemic when people not only felt isolated, but were in fact isolated. Social distancing only reinforced the sense of distance people already felt prior to the pandemic. Even in Scandinavia, which is supposed to be the  happiest place on Earth, people are still unhappy. And this unhappiness and disconnection can put us in survival mode. In the end, if all we are doing is surviving, can we ever be living? 

We are excited to welcome Unni Turrenttini. Unni is a best-selling and award-winning author, international speaker, and loneliness and connection expert. Her work is about helping people find deeper connection and belonging, so that they can thrive in their personal and professional lives. What’s really powerful about our conversation is Unni takes us not only into the realms of how to talk about belonging and connection, but also how to articulate their importance in and for businesses (you know those places where adults spend most of their time) and what it means to create experiences around belonging such as optimizing the organization for the employee as a person. 

Today’s guest is Liz Rossof, who has approached the home buying process from more of a punk rock perspective. Being an art student of the 1980s, she is not your typical real estate agent. Or maybe she is. All depends on what you think it means to be a real estate agent. And historically, it hasn’t necessarily meant great things.

The real estate industry has been full of situations like red lining, block busting, segregating, swindling, and profiteering. There is a lot out there that tells these stories.

But Liz is trying to approach it from a different perspective. Rather than helping people buy houses, she is trying to get people to find homes and communities. We talk about this approach with her website the Denver Nook. We explore what it means to humanize the realtor experience. We use a customer experience framework with a performance art aesthetic to come up with something that works for those who in many ways are at their most financially vulnerable.

And we talk about how cheetah prints can be part of the realtor uniform, but you can still rock it in your 50s. Finally, we discuss how your house never looks as good as it does the week before it goes on the market! So folks, clean your house like you are going to sell it if for no one else but yourself. 

At the same time, it isn’t like learning online, or from videos, is new. We might even think that television shows that teach us how to make a recipe, build something, fix something, or do something new all are meant to bring learning to the masses. Today we can find the same kinds of content on YouTube, or TikTok, or a website. There is no shortage of online learning opportunities. 

The bigger challenge is how do educators create content that connects with changing audience preferences. What might work in a 80 minute class is not necessarily going to translate as an 80 minute video. Attention spans have shortened based on content that is consumed online, in 140 characters and 30 second increments. How do we then design educational materials that can maintain engagement and result in learning?

To help us explore the creation of learning content in the age of distraction, we welcome Tim Slade. With a degree in criminal justice, Tim used to work catching shoplifters. Today, he works with educators and professional development leaders on how to create better learning experiences. 

We talk about the importance of microlearning, or chunking smaller bits of larger lessons. 

We also talk about how educators shouldn’t suffer from shiny key syndrome, meaning that we shouldn’t be taken in by new technologies just because they are new. We need to focus on what creates learning opportunities, while at the same time thinking about how to fit those opportunities into packaging that works. 

Finally, we talk about how we need friction in the learning process, and too much convenience and efficiency through technology can be bad for learning.

Regardless of how ubiquitous, it also is hard to nail down in terms of what it means. Just like a fish probably doesn’t notice the water until it is out of it, we don’t notice culture until we are in a different one, or it is really really bad. 

One way to think about culture, especially organizational culture, is chemistry. How do the elements mix together? What are the reactions? Are any of them adverse? Explosive? Caustic? 

Luckily to discuss all of this is a person with a chemistry background, as well as expertise in customer experience. 

Karl Sharicz is founder of Horizon CX, as well as the author of CX-PRO: A Practical Guide for the New Customer Experience Manager. Along with all of this, he also launched his own CX certification course. 

But as he will tell you, good CX is about much more than the customer. 

We talk to Karl about his systems-based approach to CX. We explore how to evaluate organizational culture through the interview process. We also discuss the potential impacts of technology on customer experience, and how it doesn’t necessarily mean improvements for customers. Finally, we talk about how it is important that we focus on servicing customers versus servicing metrics. 

So regardless of what kind of environment we are talking about, we need to think about what would be the best design for that environment. A classroom is different from a doctor’s office. A law office is different from a lingerie store. A movie theater is different from a mortuary. 

How then might we design interior environments to support the experiences we are trying to create and encourage?

Today in the Experience by Design Studio, we welcome Carolyn Boldt. Carolyn has over 40 years of experience designing interiors for commercial industries, and is the Co-Founder of CrossFields, an interior design and architecture firm. 

One area in particular she works in is chiropractic offices. We talk about how she approaches her work in general, and how designing chiropractic offices provides unique challenges and opportunities. She describes how she tries to help her clients attract their ideal customers through the spaces she creates. 

We also talk about her online course on design and how to create the proper environments for the best experiences. There are three to six thousand decisions that have to be made in order to open an office, and her course helps to manage that process. 

It is a great conversation about how she went from decorating Barbie Playhouses to doctor’s offices, how the space stations led to a career designing interiors, and how if you are not designing intentionally, you are doing it wrong. 

And as was said in the movie Office Space, “That will make you work just hard enough not to get fired.”

So, the question becomes how do we create this new workplace culture, or employee experience, that will facilitate these connections. Not only does this make us feel better, but also work better. Rather than calling managers, maybe we need to rethink of the role as facilitator, helping people to achieve better versus threatening them to do better. Or, in summary, make work more human. 

Today in the Experience by Design Studio, we’re excited to welcome Tony Martignetti. Tony is a leadership coach and consultant who specializes in helping leaders and teams navigate change. And leadership is all about navigating the interface between self and other. We dive into strategies around being authentic at work, the need for feeling safe to express oneself, and overcoming the challenge to prioritize collective leadership over individualism. 

It’s chock full of good advice for creating sustainable, intentional leadership focused on lasting impact. And with that, let’s get to it.

Today, people are feeling the pressure to become their own brands. We seek not to just influence those people with whom we come into direct contact, but everyone everywhere all at once. Being an influencer is exhausting. Or at least it seems to be when looking at those who are fully engaged in it. Constantly putting content on various social media channels. Responding and replying to other people’s posts. Creating and curating a digital experience for them that communicates who you are, or better put how you want to be seen. One of the ironies in all of this is the struggle of appearing authentic when we are portraying ourselves. 

Today in the Experience by Design Studio, we’re excited to welcome Vladimer Botsvadze. Vladimir is a digital marketing and social media content machine. A global digital marketing expert, he has worked with top brands and executives worldwide, guiding them to drive growth and position their brands as market leaders. As a mentor to startups and a judge at the Webby Awards, Vladimer brings a wealth of knowledge on creating business opportunities, running businesses, and leveraging social media channels to build your brand.  

He’s also passionate about communication, and believes it to be the backbone of success. As we discuss in the episode, he put in years of 16 hour days dedicated to building his craft and a strong online presence across social media platforms. With this in mind, we dig in on what are the characteristics of good content, how do we create community around content. Vladimir also walks us through his marketing strategies and mindset for creating with curiosity and persistence in ways that capture attention and make lasting impact.

There is a saying in design that all design projects are political, involving different stakeholders, points of view, and institutional power. Designing educational environments is no different. Working for about a quarter century in higher ed has taught me that when going into an educational design project, we need to be prepared to blend the old and the new, the young and the established, the administration and faculty, corporate and academic, and many other groups. This makes the process of creating a design very arduous before the cornerstone is laid.

Today in the Experience by Design Studio, we’re excited to welcome Mary Ruppenthal. Mary is a registered architect, an ESG advocate and associate principal at HED, one of the oldest and largest architecture and engineering firms in the country. She oversees PreK-12 and community education projects at HED and is a specialist in flexible and adaptive learning environments and incorporating wellness into educational and space design.

In today’s conversation we set a baseline around the rise of mental health and wellness in not just educational spaces, but spaces for everyday life. Think schools not just as educational centers, but as community centers that can serve families as well as students. We also explore designing with and for nature, such as biophilic design, and also like nature, we explore dynamism in design such as spaces that can change and adapt to different size groups and informational changes on screens.

For experience designers, we should be wondering how we can create experiences that provide for connection and belonging. As social scientists, none of this is new for we have long recognized the fundamental need for connection. However, in a society like the US that seems to prioritize the individual, we can forget that we can’t have an individual without a social. The trick then is how might we turn spaces into conduits for connection and belonging. Or, in order words, how do we reverse the ongoing atomization of our lives.

Today in the Experience by Design Studio, we have the honor of delving into the world of event planning and harnessing serendipity with our special guest, David Adler, CEO of Bizbash.

Throughout our conversation, we'll be diving into the details of soft power, collaboration, and emotional contagion. We'll explore how David's insights can help us create new opportunities and possibilities that might not otherwise exist. 

David is a pioneer in understanding the power of collaboration artists and how they can generate unique ideas and solutions while mobilizing diverse networks towards common goals. We'll also explore his thoughts on fostering collaboration and innovation, intergenerational interaction, and the impact of technology on our social connections. Oh and how to have a good Jeffersonian dinner party.

It’s a great convo we can’t wait to share, so sit back, relax, put your tray tables in an upright position and get ready to explore the art of experience by design with our guest David Adler.

And there are a lot of choices in how we get things done. Technological advances like generative AI, chat bots, and other shiny objects can create the perception that all we need to do to improve our processes and outcomes is just adopt a new technology. In all of these considerations can be lost a key element to customer success: people. It is in the ideas of people and the voices of people that we can find solutions.

Or as Simon Sinek has said, if you don’t understand people, you don’t understand business.

Today on Experience by Design to help us explore the intersection of process, practice, and people is Rick Denton. Rick is the founder and lead for EX4CX, or Execution for Customer Experience. Rick is a long-time customer experience advisor, as well as a keynote speaker and podcaster for the CX Passport Podcast - a weekly talk with guests about customer experience and travel. As a consultant, he has been able to work with such companies as Hilton, Bose, CapitalOne, and Dell.

How can we use technology for the betterment of our customers? E.g., we talk about rethinking displaying information, like if I have to change a flight, the app or website clearly shows what I already paid, and what potential new costs will be before having to go through the checkout process. This way I can make better decisions. The point is to understand what people need and design for that. Not for what your board or even you alone think is best.

But we also cannot deny the importance of the arts, and the essential element of the arts in driving our creativity and even human nature. We can say that the further we get away from our artistic nature, the further we get from our human nature. The trick is then, when doing corporate work, how do we stay in our artistic and creative nature? And how can we remain being artists without starving?

To help us break down the creativity, art and making a living conundrum, we’re excited to welcome to the Experience by Design studios Maximillian Piras, a senior product designer at Headliner. Headliner is a platform that helps podcasters repurpose their content to expand their audience reach and creative output.

Headliner is not just an app to help you turn longer form content into shorter form clips. Rather, their goal is to help you “repurpose your purpose,” by creatively redefining content for different audiences and outlets. In our social media laden world, creators have the challenge of fitting one form of content into many forms of medium. By using the suite of Headliner tools, creators can be freed from the mundane aspects of this process, allowing them to focus on their artistic and creative sides. 

We’ll dive into the innovator's dilemma, which is about balancing sustaining vs disruptive innovation, the challenges and opportunities of AI for creativity, and the power of art to help us reframe problems. There’s a ton of great ideas across this conversation and we can’t wait to share it.  

The workplace has been undergoing tremendous change of late. From the COVID and work from home, to global teams, to technological transformation, mergers and acquisitions, and shareholders versus stakeholders, much has been discussed and done in terms of how work and organizations should change. 

If change is threatening and scary, then how do we make it less threatening? And how do we get structures to change that have for a long time resisted change? 

To discuss these questions and more, we welcome Paul ter Wal, who started the consulting company Team ANDARE to the Experience by Design studios. We discuss how to keep the human at the center of the organization such as viewing orgs as groups of human beings vs people as a human resources problem. We also explore shifts in mindsets where companies can optimize working environments for employees.

A big part of Paul’s work is the use of Positive Psychology toward creating a sense of place and purpose in organizations. His approach involves facilitating people to do work, rather than managing them. Rather than thinking of change as a goal, we should think about developing instead. Taking it slow and one step at a time can lead the way turning in an entirely new direction. Developing sounds like a more natural and welcomed process rather than an abrupt one. By helping to support the people in organizations, the organizations themselves will benefit in the long run. 

Finally, we talked about Gen X as the forgotten generation.

We might say that the “game” has definitely changed in video game design. Video games today can look like movies, and play like them too. Rich narratives, development characters, seemingly live action, complicated controllers that let you feel like you are part of the game itself. All of it has come together to make the gaming industry a multi-billion dollar enterprise with expanded job opportunities, AAA design studios, and an ever-increasing universe of games to play.

This raises the question of how are these games designed to create great experiences? Additionally, what are the potential challenges and issues with the ways in which games have been designed from perspectives that are not diverse.

To discuss these questions and more, we welcome Dr. Jess Tompkins to the Experience by Design studios. We were able to see Jess speak at the 2023 SXSW conference on a panel on diversity in game design. Jess is the UX Research Director at Skeleton Key, a game design studio. She also has a PhD in Media Psychology, with a dissertation that explored the social psychological effects of video games and avatars on self-identified women. At Skeleton Key, she pursues a human-centric approach to game design, using player data and insights to create the best games possible.

We explore how video game design is evolving to be more inclusive. We also discuss how video games can be the foundation for forming online communities. She emphasizes the importance of user-centered and participatory design frameworks to be more responsive to player needs and wants, as well as to think about the larger impacts that games can have on people’s psyches. Finally, we discuss how there is an emerging and growing demand for video games to tell more diverse stories that represent cultures of the world, especially as video games continue to grow globally.

But despite the importance of  our health, our relation to and understanding of our health can be pretty limited. Healthcare literacy and patient literacy continues to be a challenge for most people. And there can be a lot to understand and keep up with giving that healthcare information continues to change as new things emerge (like pandemics), new discoveries are made, and new products are marketed.

So the challenge becomes how do we communicate healthcare information to help providers, patients, and caregivers in their efforts to achieve better healthcare outcomes.

Today’s guest on Experience by Design to help us address these questions is Kristie Kuhl, Global Managing Director of Health and Wellness at the Zeno Group. Kristie began her career as an attorney, but before that majored in art history. We discuss how her beginnings as an art history major helped her understand the complexities and nuances of meaning. She channels this understanding to think about how people receive messages and information, recognizing the importance of meeting them where they are. Her legal background ironically helped understand the need to have clear representation of meaning and the need to communicate in ways that people understand. And her concern for people and desire for positive health outcomes has helped to bring both of her worlds together at the Zeno Group.

We talk about her journey into the world of healthcare communication and what she has learned in the process. We explore how diagnosis is an emotional moment, and that healthcare products are often ones that no one really wants to buy.  We talk about the need to stylize communication for different communities, cultures, and generations. Finally we talk about the importance of communication training for people who have knowledge, and how to connect content to an audience’s humanity. 

The answer in many ways is pretty simple. As with any population, you have to speak their language. Or if not be fluent in their language, at least communicate in a way that they understand. In other words, you have to be learner-centric in your approach.

Today’s guests on Experience by Design have a strategy that might just help in this area. Emily Ritter knows the challenge of connecting with students.  As a PhD in political science that explores human rights, domestic conflicts, and international relations, her work is relevant to the major issues of our time. But even that can get lost on students who can’t wade through text books and journal articles. And imagine that compounded when trying to share complex ideas with policy makers and the broader public. To solve this problem, her and her graphic artist husband Darick combined their super powers and started Sequential Potential, a company that takes educational content and turns it into comic books and graphic novels. The results are a stunning depiction and portrayal of academic concepts and content in a way that is accessible to readers of all ages. 

Emily is joined by doctoral candidate in history Travis Hill, who also is a comic book creator and Sequential Potential employee. Together, we explore the challenge of creating academic content that connects with audiences. Their mission is to help all people understand the processes and evidence of rigorous research and connect those findings to their own lives. In an era of “did my research,” we definitely need more voices that can bring rigorous research into the public sphere in an accessible way. And Sequential Potential shows us one way of doing it.

It was a fascinating and frankly inspirational talk about how to bring academic material to the mainstream through the universal language of comics. 

It turns out that there is much more to interior design and creating environmental experiences that one might assume. The carbon footprint cost of interior design can be high, and interior spaces of offices can be primary contributors (or culprits). Thus, we might miss the environmental costs of our environments. And it turns out that creating change in how we think about our interior spaces and consume products in relation to them is a lot more difficult than changing our furniture and wall hangings. 

To help us address these issues, we welcome to the Experience by Design studios Jon Strassner. Jon is a Chief Sustainability Office . He comes to this job after a longer period of time trying to raise awareness and behavioral change around environmental sustainability and the climate. In this episode, we explore how he approaches his role of creating awareness to create more environmentally sustainable designs. We discuss the balance between overwhelming people with information against failing to act quickly enough, getting enough people on board for scale impact, and introducing enough friction to get people to act. It’s tricky, but what Jon shares with us is right in line with an ethnographer’s point of view - you need to take a holistic view. 

So clearly customer service and experience are not new concepts, even if they are relatively new terms. Why then does it seem like we are still struggling in the same way that Nanni struggled. Despite various technological advances, why does it still seem like in many ways customers are moving backward in terms of their experiences? Is the Customer Experience movement helping or hindering the creation of good customer experience? And perhaps most interestingly, on a scale of 0 to 10 how likely was Nanni to recommend the copper vendor Ea-Nasir to his friends and family?

To explore these questions, and many more, we welcome Alex Mead to the Experience by Design studios. Alex is well known in CX circles for his strong positions and ideas on what the field of customer experience needs, as well as what companies need to do to create better experiences. 

Alex knows that to improve customer experience, you have to start with employee experience. Companies often fail to conduct a systems analysis to get to the root cause of their issues. And if they do, they seldom want to hear the results and actually act on them. The outcome is a replay of the same kinds of issues that Nanni had to deal with 3,800 years ago.

Alex takes us through his EPIC framework for customers, which stands for Easy, Personalized, Intuitive, and Contextual. We also talk about his TIME framework for employees, standing for Time, Information, Motivation, and Empowerment. Ultimately, we need to focus on delivering the experiences that people want, and not the ones we force them into. 

It was great to hear Alex’s decades of experience dealing with employees and customers, and trying to build better connections between them. 

Travel with Adam and Gary, along with previous guest Jen Briselli, to the 2023 South by Southwest event for their session "Customers in Context: Social Science for Marketers." A packed room of over 300 were on hand to hear about how social science can be essential to designing brand experiences. Listeners will hear how to receive a special summary of the event, with tips and ideas on how to think like a social scientists when creating brand experiences.

This episode brought to you by the Experience Research Society (EXPRESSO)

And of course, national culture is only part of that equation. We also can think of wealth cultures, religious cultures, age cultures, gender cultures, recreation and hobby cultures, and the list goes on and on. In the face of such complexity, the impulse can either be to turn and run, or to oversimplify to the point so that all these groups are reduced to a least common denominator which serves no one in particular.

Today on Experience by Design, we are happy to welcome Kiran Varri, current CX consultant and formerly of ITC, the international luxury hotel chain. Kiran has had his own international journey. Growing up in India, he then went to university in Dallas, TX. And if that wasn’t enough culture shock, he then found himself working in Dubai. In the midst of all these travels, he has gotten to know a bit about working across cultures, and how to leverage those challenges to create vital opportunities.

In our conversation, we discuss how multicultural workgroups are the key to designing international experiences.  We explore how ‘intercultural frolicking’ is vital to unlocking experience designs that resonate with audiences. We also talk about how building a common and shared culture from is like the US motto E Pluribus, Unum, or Out of Many, One. By allowing people to showcase their talents, they can find new ideas through their shared creativity. Out of this we raise the larger question, How do we foster cultures of more openness and acceptance, and not to lose our focus on the importance of being human.

This episode brought to you by EXPRESSO, the Experience Research Society.

Even when focused on “human-centered” design, it is easy to lose the human in the drive for profit. Not that there is anything wrong with making a profit, but when that becomes the sole driver, then all other considerations can take a backseat to that goal. To create a successful marketing and branding experience, it is not just about convincing, but also connecting. And as our media and social environments continue to change, we have to be innovative in how we create content that connects with people in a way that makes them feel cared for. 

Today on Experience by Design, we are pleased to welcome Wanda Toro Turini of Ketchwords and Rock-It Fuel. Wanda has built a career around innovating how people connect with their target audiences. Her interest in helping people led her to get a Doctorate in Pharmacology. And her passion for innovation and entrepreneurship led her to work with Novartis as a Sales Specialist and innovating in eBusiness. This path ultimately led her to exploring how to optimize how we connect with people through leveraging the power of new technologies to create more engaging content. 

We explore the concepts of awareness versus education in marketing and content creation. She tells us about her move from the pharmacy to sales to entrepreneurship, and what she learned from each along the way. We discuss why we need an outside perspective to help us see what we can do for others, and how to create systems to deliver on that promise. Finally, we talk about shamanic journeys and strategic meditation, and what a long strange trip it's been.

This was the first in our series of ExD Live, hosted by the ever affable Michael Kirkpatrick on location at Centric Park in beautiful downtown Newburyport, Massachusetts. Centric Park provides experience design and rapid innovation for great companies committed to customer centricity. 

To create a better workplace, the workplace designer has to embrace the experience design mindset. Workplaces are not just about utility, but about the experiences they provide and the vision they represent. The cubicle farm of some workplaces tells you what is thought of workers, especially one devoid of life, growth, and hope. We form an emotional attachment to the work spaces that we inhabit. Whether it’s a home office, a cozy corner of the library, or a bustling cubicle in a bustling office, our work spaces become an extension of ourselves. We come to rely on their familiarity, the way that the light cascades through the window or the smell of the coffee machine in the break room. It’s not just the physical attributes of our work spaces, though; there’s an emotional attachment that develops, too. Space and place come to mean something.

Today on Experience by Design, we are pleased to welcome Doug Shapiro, of Imagine a Place Podcast and Vice President of Research and Insights at OFS Furniture. Doug talks to us about how we need to develop more creativity as a society in order to face the challenges that we have in front of us. Creativity is not just the future of work, but the future of our world. He describes the strong connection between place, health, and productivity. We dig into how the design of an environment has to reflect the different types of people that exist in that place, and speak to them all in their own way.

The workplace needs to be different in order to support what is important to do in person, namely connect, laugh, and create new ideas. As plants need sunlight to grow, so do we. And beyond that, we need a fertile environment in which we feel cared for, nurtured, and welcome. Ultimately, we need to think about the soul of the workplace, and how to create one that creates a culture that supports the flourishing of those who work there.

And also how laughter might be the best metric of success of all, and how a closet full of wigs might be the key to changing corporate culture. 

Taking the messy, ephemeral aspects of how we go through life - expectations, memories, senses - and turn those into strategic points for organizational action. And it is not just about having organizational action, but more importantly organizational impact. The question becomes in what ways are the experiences we design impactful? And how do we have impact that has larger meaning and connected to a greater purpose? Changing behavior is hard because it is easy to come back to the old behaviors. With old behaviors comes predictable outcomes. In a world where change is needed, we can no longer abide by predictable outcomes.

Today on Experience by Design, we are very excited to have Dr. Aga Szostek. Aga is one of the foremost experience design thinkers and strategists around. In 2021, she published The Umami Strategy: Stand Out by Mixing Business with Experience Design. She followed that up with Leadership by Design: A Guide to Transform You as a Leader in 2023. Central to all of her work is how to take complex ideas, couple them with theoretical frameworks, and turn them into actionable strategies. Her practical approach is inspired by a deeper knowledge that is built on her own unique path to her current work.

In our conversation, we explore what is at the center of experience design as an emergent field. We discuss how she works as a type of Experience Therapist who helps her clients shift their worldview and strategy. Her Umami Strategy course is meant to help people find a way to do things that are meaningful to them, and can be meaningful to others. Rather than going for the big change, you can go for 1000 small changes. Once people see that change is possible, then you give them confidence to make those bigger changes. Ultimately, every experience designer is a person who wants to fix the world. Through her perspective and work, Aga definitely is on a mission to deliver on that promise.

And if you talk to an experience designer, which we do a lot here at Experience by Design, you often get the same kind of response, “I don’t know how I got here, but I'm sure glad that I did!” One of the best thing about doing the podcast is the opportunity to explore those diverse backgrounds and journeys, tracing the circuitous routes that many of us take to get here. While it will be a good thing to at some point have experience design programs that train experience design professionals, it will be unfortunate if we lose the spirit that comes from the diverse journeys.

Today on Experience by Design, we are glad to have consultant and experience designer Jaci Badzin. Jaci brings with herself a range of personal and professional experiences that she combines to make memorable experiences. We talk about her affinity for backgammon, her training as a dancer, her knowledge of gymnastics, her working with some of the biggest brands around, and her work running her own experience design company. 

We also talk about how constraints are the possibility for creativity. When you don’t have the budget, you can see what you do have. When you don’t have the space, you can see how to best use the space you have. When you don’t have the staff, focus on the skills of the people you do have. Her role is to bring the parts together in unique ways, and be the conductor of the experience orchestra.

Jaci also thinks she has some idea on how to make academic conferences less boring, which would be her greatest achievement of all!

Today on Experience by Design, we are very fortunate to have Vaishali Dialani, now of Konabos but formerly of NOW Money. Vaishali also is a winner of the CXPA 2022 Emerging Leader in CX Award for the Middle East. We talk with Vishaly about how the company started with a strong dose empathy for their migrant worker customers, who can be in precarious employment and immigration situations regarding their stability and opportunities. She talks about how her own background of being of Indian descent but growing up in Dubai helped her build trust with customers. We explore how the use of the app was about much more than the app itself, but about cultural norms, mindsets, and social context. Ultimately, the financial tool had a major impact on setting culture through technology, impacting the person who is using it as well as the family back home where the money is being sent. In this way, it became a tool to help provide services and support to the globally underserved and unsupported. 

To help us explore these topics, we welcome Dr. Mohamed Latib to the Experience by Design studio. Mohamed is one of the founders of CX University, as well as PX University, online educational resources for those who are looking to become trained and versed in these areas of experience design. Mohamed has had a long career in teaching, consulting, and professional development with a variety of clients. While he has learned that each client comes with their own unique needs and characteristics, there are common features that need to be considered - because at the end of the day, you are dealing with humans.

We talk about the democratization of knowledge through technology, courteous nudges, and learning support. We also discuss how experience boils down to three elements: cognition, emotion, and behavior. Finally, we explore the systems-based elements of experience design, and how if you build content that is robust, and that captures people’s interest, then you can deliver meaningful learning experiences that provide the educational foundation upon which they can build their futures.

To continue our conversations around social responsibility and designing social change, we have Professor and Attorney David Johnson from Stanford University. David has extensive experience working as a general counsel for high tech firms in Silicon Valley. But before that, he got his start as a marine biology student with the intention to do environmental and oceanographic sciences.   These beginnings led him to combine his legal experiences with his love and care for the environment. 

We talk with David about examples of social activism that started small but resulted in big changes. David describes the design of a type of activism starter kit, highlighting inspirational stories of social activism to inspire and direct contemporary and future generations looking to make a difference. These tools are part of his search to identify what are the elements that need to exist for a single action to trigger a movement for effective change. Design and designers can help activists improve their actions so they have the best chance of making that kind of change possible. Ultimately, when you design things well, good things can happen. And when you design social change and activism experience well, you might just save a planet. 

As a result, it is easy to be cynical of the greater calls by businesses to be ethical and socially responsible. While there still are important reasons to be suspicious and critical of the motives and impacts of business (especially large multinationals), there are other indications of change in the mindset and philosophy of business culture and leaders. Gary's own place of employment has touted “Business for Good” as a mantra where businesses are a part of the solution to the massive challenges and wicked problems facing all of us. As the Business Roundtable endorses a “stakeholder model” and there is more discussion of ethics and social responsibility, we are left wondering just how serious can these claims be taken?

To talk about social responsibility and business, we welcome Drew Bonfiglio from Emzingo. Emzingo was born out of an academic exercise in graduate school that now exists as a thought and action leader in making business as a force for good. Replacing the studying abroad experience with more of a focus on social entrepreneurship, Emzingo provides pathways for businesses to do better and be partners in creating positive social change. 

We talk about the challenges of making businesses live the words that they speak. We also talk about the B-Corporation movement, and how Emzingo has been part of the effort to create certified socially responsible businesses. Working with company leaders and employees, Drew and Emzingo try to create socially responsible experience and design outcomes for a better society. Finally, we talk about how swimming in mayonnaise can get very tiring, and how trust is the absolute key when asking companies and employees to wade into uncertainty. 

In some fields of work, the situation is even more challenging. For instance, those who are working in engineering fields might get next to no training on how to work with one of the most complex machines: people. While they might want to be in a position to help people who work for them, they have never been shown how. Furthermore, they likely are not into the “foofy”, meaning they want to cut to the chase in terms of how to create change. 

To talk about how to cut to the chase and avoid the “foof”, we have Jennifer Chapman from Ambition Leadership. Jennifer focuses her efforts on STEM managers and leaders, a unique niche that she is well suited to take on. Besides being married to an engineer,  she has worked with the Internal Revenue Services as well as the National Science Foundation, the Red Cross, and others. One thing these organizations have in common is that they turn more like cruise ships than jet skis. The other thing is that they are made up of people, and people who want a purpose. 

We talk with Jennifer about how the most effective leaders are the ones who empower their employees. We also explore the unique aspects of working with data-driven and task-focused sectors. She discusses how mindset is the primary obstacle to making changes, and how more resources need to be devoted to training. 

Finally, we talk about how people matter because those are the ones who are going to make things happen. And when designing leadership and employee experiences, your people need to come first. 

But what is the purpose of all this experience designing? Are we just trying to increase bottom-line revenues? Are we trying to create better outcomes beyond profit? How about creating more equitable environments? Perhaps we are trying to effect some kind of positive change through the interactions that we orchestrate, the environments that we construct, and the perceptions that result. Or maybe all of the above?

To discuss these questions and more, today on Experience by Design we welcome Michael Kirkpatrick of Centric Park. Michael has had a long career as a designer, working as the Executive Vice President of Client Experience and Strategy at Mad*Pow before starting Centric Park and serving as its CEO. 

We talk about not just talking about design, but using experience design to transform business and outcomes. Specifically, we talk about how experience design needs to be a people (or human)-centered activity, constantly coming back to the question of what is best for those who are involved. Using a systems perspective, this requires the designer to take ethnographic noticings, stakeholder input, and designer vision to achieve those goals, which first and foremost includes designing products and services that will help people. 

Finally we talk about gaming in the age of CD-ROMs, and how Monopoly and Risk are really tough games to finish.

Where then, does curiosity go in our lives? It seems that as we get older, or more settled, or more busy and preoccupied, curiosity feels more like an obligation than an opportunity. How might we reinvigorate that sense of curiosity in our lives and ourselves? How can we integrate curiosity to make it once again part of who we are? And how can we have curiosity with care and intentionality, being aimed at a positive end that we are directing? 

Today on Experience by Design we Monica Canfield-Lenfest and Pim Schachtschabel from Architecting Curiosity. They describe their company as a community and school to practice and train your natural muscle of inquiry. That curiosity is part of our natural self is central to their work, and how they work with clients to tap back into it and exercise it. Like all muscles, curiosity can atrophy from lack of use. The good news is that Architecting Curiosity are like curiosity therapists, working with people who want to reinvigorate their inquisitive self.

We talk to Pim and Monica about their work and how it started. We discuss the “Huh” moment when that first noticing becomes a pathway to explore new worlds. They take us through their framework to guide their clients back into curiosity and discovery. Ultimately their work is to help people go beyond the limitations they have created for themselves, freeing their minds to explore and discover. 

We also learn what is served at parties in the Netherlands.

Our guest, Jason Barger, today spent a lot of time in airports, and it was a simple observation at the baggage claim that led to his book “Step Back from the Baggage Claim: Change the World, Start at the Airport.” The premise of the book is “how to change our daily world through thoughtful and compassionate action.” Or, the biggest changes can start with the smallest acts of compassion, kindness, and service.

He has a new book called “Breathing Oxygen: How Positive Leadership Gives Life to Winning Cultures.” In it, Jason takes his experience of working with some of the biggest brands and combines it with the lessons he has learned from a life spent in service to others. In the episode, we talk about how today’s generation needs fulfillment through their work, and to be part of something larger than themselves. We also explore how busyness is not the same as effectiveness, and how more time to reflect and think can pay dividends when it comes to deciding and doing. 

Gary also learns that good things can come out of Columbus, Ohio, although it is not clear if he remains convinced.

Being a physics teacher, a heavy metal aficionado, hockey player, cookie baker, rhetoritician has come together in interesting ways for our guest. Trying to teach high school students physics was good preparation for trying to keep the attention and reach executives. Heavy metal music allowed her to be sensitive to subtle aspects of a bigger sound. Hockey taught the concept of hard work and team work. Studying rhetoric gave her the understanding of how to communication information to people in ways that connect, along with diagnosing problems that people have when communicating with others. And cookies taught her the importance of …… cookies.

The key is to pull all of this together and integrate it into a workable framework that helps expand our capacity to understand and act. As we come to understand the importance of systems, we also understand that the challenges are bigger than any one perspective can understand or handle. This means that to handle bigger design problems, we need more integrated solutions.

Today on Experience by Design we have Jen Briselli, the Chief Design Strategy Officer at Mad*Pow, an experience design firm in New England. We explore how changing mindsets and “nudging” can be a key strategy to do so. We also discuss how communication and messaging is a key component to accomplishing behavioral changes. We need to know what makes people tick, what their goals are, and how to use the tools handed to them.

But we can’t do this in silos. To tackle the big challenges and wicked problems that we are facing, we need to combine our resources and work together. And ultimately, how keeping a beginner’s mind for every project keeps her engaged in her work and continuously learning. 

Despite his shows being on many decades ago, there is more Bob Ross today than ever. Bobble heads, Chia pets, art supplies, board games, t-shirts, and many other items. You can even watch a marathon of Bob Ross episodes on the live streaming platform Twitch every weekend. Bob, it seems, has never left us and won’t be going anywhere any time soon.

Today on Experience by Design to talk about the Bob Ross experience is Joan Kowalski. Joan’s parents were responsible for helping Bob launch into the cultural zeitgeist. From her first job at Bob Ross, Inc., Joan is now the company’s president. In that role, she oversees all things Bob.

We talk to Joan about the origins and rise of Bob Ross, Inc, and why she thinks Bob continues to resonate today. We explore the design of the Bob Ross experience in its many forms. We discuss Bob the Sex Symbol, and the rise of “Bobology”, or the study of Bob. We talk about whether Bob will ever get respect from the art world given that he is perhaps one of the most popular culture artist known. Finally she tells us why the world needs more art, and how the curating of Bob’s work is helping to connect people with their creative selves. 

Luckily, there is Greg Kihlström's new book "Meaningful Measurement of the Customer Experience." A prolific writer, speaker, consultant, and podcaster, Greg combines his experience and the experiences of others in a comprehensive overview of measurement strategy, philosophy, and execution.

Greg visits the Experience by Design studio to discuss his book, where he gives “guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal.” On the podcast, we discuss ‘best practices’ across different companies, and how we might provide  ‘better practices’ for increasing our understanding of customers, their experiences, and their worlds. We also discuss the connection between customer and employee experiences, and new directions in CX and experience measurement.  

But memories are not ours alone to make. Rather, memories can be built, constructed, framed, and recalled in the context of others, society, and culture. We can see this today in American society, where there is a lot of contested territory regarding what is being remembered and how. When we broaden out the voices being represented in these collective memories, the challenge becomes even greater to be inclusive and to negotiate memories in these contested spaces.

To explore the creation of memory and place, Julia Beabout from the company Novaby visits the Experience by Design studios. Julia is the CEO and Creative Director at Novaby, and was involved in the Monumental Conversations project in Richmond, VA. The project combined augmented reality with local community institutions to tell different stories about place, history, and memory. 

She describes herself as “On fire for Fairness”, trying to create engaging experiences that capture the collective memories of community members. ‘Place making’ as she calls it is about co-creation with the community, and then making augmented and virtual memorials to commemorate in ways that are themselves memorable. By doing so, we make environments that are inclusive and representative in a continuous ways as our understanding of who we are evolves.

Attempts to change our energy production, usage, and pollution have run into the wall of politics, conspiracy theories, and denial. It seems that when we need action the most, it is hardest to come by. Despite people increasingly coming to terms with the reality of climate change, adequate action is still not being taken, leading to worries about it being too late.

To help us explore some of these questions, Professor Frans Melissen visits the Experience by Design studios. Frans has spent a career examining not only the impact of people and society on the environment, but also the larger question of sustainable experiences. We talk about the nature of how systems based on profit cannot necessarily act in ways that are environmentally responsible. He tells us about his idea of being a ‘scholactivist’, or combining scholarship with activism. By finding ways to communicate more broadly through new mediums like TikTok, scholars can have a greater impact.

Andy McDowell, of Generate Your Value, stops by the Experience by Design studios to talk about how self-transformation is the key to making transformative experiences. The mission of Andy's company is "to serve as a powerful catalyst for entrepreneurs to experience extraordinary success in business and life.” To help clients achieve this transformation, he applies organizational change and innovation strategies to individual lives. 

We talk about how going to and then leaving Boeing lead to his own realization of achieving individual change. We also chat about how it is hard to be heard within your own organization when trying to lead innovation and change initiatives. Anyone who has tried to be recognized and ended up being ignored knows what this feels like. We discuss his own challenges in Boeing to be heard, how he uses this experience to fuel his own work, and how that work has translated into helping others to transform their own work and lives. 

On this episode of Experience by Design, we talk to Dr. Shelley Kimball, formerly of the Military Family Advisory Network. Shelley was the Vice President of Research and Program Evaluation at the MFAN, and is now Senior Lecturer and Program Coordinator at the Johns Hopkins University. In her role at MFAN, it was her job with her team to not just count how many services were delivered, but how many positive experiences were created. 

In our conversation, we talk about how she and her team use experience design principles in the evaluation of services and programs provided by MFAN. Central to their work is to treat everyone with dignity and that they are a customer. They use qualitative measurement approaches to understand the meaning behind the experiences they provide. Their goal is to make sense of everything from the point of view of those who are their target audiences. As Shelley notes, while AI and ML can perhaps get you 80% of the way in your analysis, you can’t yet replace the human brain. Also, you can't just deliver services and count that as success. You need to see the meanings that are created for those you are serving. 

But we don’t live in a world that is predictable and stable. As the saying goes, change is the only constant, and if we aren’t willing to change, then we may be on the path to irrelevance.

At the same time, wanting and being willing to change isn’t enough. We have to make changes in how we see the world and change our reactions to it. Barry Borgerson has been helping organizations see and make the changes they needed to make for some time. A PhD in computer science helped him see culture from a systemic perspective, understanding how an organization is a set of interconnected parts that can have a legacy framework that impedes change. Likewise, we need to create self-correcting mechanisms to help change happen more frequently in response to the rate of change. Finally, be challenging our perceptions in how we see the world can be the cornerstone in how we create the possibility for change

Eleni Stathoulis is focused on delivering that difference through design. She is Principal in Design at Mad*Pow, a New England-based firm that creates innovative experiences and solutions that benefit people and businesses. She has worked with clients across a variety of business sectors and industries, but with always the same goal: to bring the voices of people back into the design process in order to do good. 

We talk with Eleni about her path to her current position. From her education as a graphic design major and communications minor, she has integrated both to better relate findings to clients. We talk about how by keeping the goals of the project in mind, and the needs of the people at the center, we can deliver designs that matter and create change.

To help us explore how to make those radical changes in our individual and organizational lives, we have in the Experience by Design Studios Radhika Dutt. Radhika is the author of Radical Product Thinking: The New Mindset for Innovating Smarter. In her book, she distills that wealth of knowledge into some clear elements that any individual or organization can use. In today’s conversation we break down what radical product thinking is and can do. It’s a skill for creating change in the world around you, and one of the most interesting aspects is that it can work for organizations, but also you as an individual, or even entities not traditionally considered products such as Singapore. 

One key element of radical product thinking we discuss is building out vision vs iterative product thinking, meaning how can we create guides and guardrails to foster growth in a desired direction, measure what matters, and create lasting change.

Thibault Manekin has a habit of putting himself into uncomfortable situations of the extraordinary kind. In his new book Larger than Yourself, he chronicles the various moments in his life where seeking the uncomfortable was the path to not only his growth, but increased opportunities for others. At the heart of each of these stories is the rebellion against those who warn “You can’t” or tell him “No.” Hearing these phrases lets him know when he is pushing hard enough to do something truly revolutionary. If you are not struggling, what you are trying to do is probably too easy to begin with.

While perhaps laudable, such an approach can easily become misguided. Putting oneself into uncomfortable situations can easily become self-serving. Such an approach can slip into a person using others to feel growthful and even a thrill seeker. To embed the action into impact, it becomes more important to align the idea with the desires and goals of those in the setting. We have to build and make change from the inside out, getting input from the various stakeholders that exist in the space in which we are seeking to make a difference.  

This means a rebalancing of power, whether it be in an organization, an institution, or a community. The first shall be last and the last shall be first. The question becomes how to make people more equal in the relationship. While a CEO and a janitor may have different roles and responsibilities, they are not unequal in their tasks. Sanitation workers, not physicians, would have curtailed the plague. Physicians could perhaps treat the symptoms. Sanitation workers could remove the causes. Thus, each has a role to play that is not any less important than the other. Ultimately each has a perspective to add and value to contribute. Organizations and leaders need to do better to make that possibility a reality.  

Max Louwerse’s book “Keeping those Words in Mind: How Language Creates Meaning” explores how we make meaning through language in terms that anyone can understand. Based on his own cutting-edge research, Max helps us explore how words work in the mind, how people create meaning, and what it means for experience design.

We also discuss efforts at creating transformative learning experiences through pedagogical technology. From augmented reality, to virtual reality, to “CAVES”, to artificial intelligence, and to not giving tests, Max talks about his work pushing the boundaries of how students learn. We engage in a critical examination of the educational system, some of the biggest challenges in higher education, and how technology is meant to enhance and supplement rather than replace. 

Our guest today is looking to change that by making data privacy a human right. Ben Brook went to Harvard with aspirations of studying film. Soon after arriving, he turned his attention to books on the future of AI and computer science. This led to his co-creation of Transcend, a company that aims to make managing your data and privacy an easier and seamless experience.  

We talk about how cleaning up someone’s data is like throwing confetti into a ceiling fan, and how Transcend helps companies and consumers clean up that mess. Transcend also helps companies be who they wish they were but helping earn their customers’ trust in how they manage customer data. Inspired by regulations like GDPR and California’s CCPA, Transcend aims to educate end-users and give them increased control over their personal data as an enjoyable experience. 

At the same time, there is this whole thriving online world in which masses of people regularly get together to view content, have conversations, and build community. 

On this episode of Experience by Design, we welcome long-time livestreamer and content creator Chuck KostALnik, otherwise known as Heyappl. From his early days in 2012 making videos for YouTube, to his current Twitch channel, as well as his work with the open source product Firebot, Chuck has been exploring how to make virtual moments that matter. 

We talk about seeing things from the viewer’s perspective, how dead air is not necessarily bad air, the danger of metrics, and digital brand management. We also talk about how products like Firebot can create “immersive theater”, and transform watching another person playing video games or “Just Chatting” into a unifying virtual experience. Finally we talk about creating inclusive experiences online, and the fighting back against flamers and hate raids. 

To help us in this conversation, today we welcome to the Experience by Design studios Dan Egol and Desi Carson of the Inclusion Nextwork. The Inclusion Nextwork is a global network of emerging leaders who are passionate about innovating how organizations and communities approach diversity, equity, inclusion, belonging, and justice. Rooted in their previous work in the field, Dan and Desi take us through what an inclusive community looks like using their IDEAS framework. From Roundtable on a range of inclusive topics, to skills and leadership development, they talk about how to create new approaches to our long-standing issues.

The key lies in co-creating a more just and equitable society across community building, resource strategy and opportunity finding.

Today we welcome Howard Tiersky to the Experience by Design studios. Howard has been named one of the Top 10 Digital Transformation Influencers, and has helped some of the biggest brands and companies with their digital strategies. From a degree in cinematic arts and directing, to creating the first Ernst and Young internet set, Howard has extensive experience in constructing experiences. We talk about his new book “Winning Digital Customers: The Antidote to Irrelevance,” which lays out practical steps and proven approaches to make your company succeed in the digital environment. If you are not even sure where to start, Howard’s new book will direct on where you need to go and how to do it. 

Michael Solomon is exploring new rules for a new marketing world. From a PhD in social psychology , Michael has spent a career looking at how to reach people through marketing. His new book, The New Chameleons: How to Connect with Consumers Who Defy Categorization, breaks down how those traditional marketing  boundaries are blurring. Also, it’s no longer just the individual heading out for a purchase. They’re checking with their friends and social media sites and doing research before even starting to buy anything. It’s as much about social validation as it is satisfaction from the purchase. 

In order to truly understand and meet people where they are at, Michael walks us through how we need to update old marketing tropes for the 21st century and embrace chameleon consumers.

Anthony Rocco is an experience artist who is an architect of curiosity. Inspired by his education in cinema and directing, from the Latitude Society to Burning Man to his own creating of transformative leadership experiences for corporate clients, Anthony helps us unpack the underlying framework for what makes experience design work. For example, where does the value lie? He notes as designers it's our responsibility to design for the whole experience, not just the perception of it. Further, we open up the idea that curiosity mixed with design is about bringing stakeholders into the here and now so that we can see the often ignored and overlooked fabric of social life, to ask deeper questions and rethink how we conceptualize, construct, and frame our experiences. 

This is where the folks from Jeb’s Game come in. Inspired into action by the story of Jeb, a young man with Down’s Syndrome who was having trouble learning how to read, a group of game designers, developers, sound and communication professionals, and educators who met on Reddit and organized themselves on Discord. Using an open source mentality, this group has been exploring how VR gaming can be used to help people with intellectual challenges learn how to read. 

We chat with Oliver and Kellan from Jeb’s Game about the process of bringing the team together, how they creating a VR-based learning experience, and how they keep the project on track. It is a great example of how sharing a strong purpose and mission can be the glue which holds an organization together and keeps work aligned. 

Thankfully, our next guest has an outlet to help academics with their mental health and wellness. Dr. Wendy Ingram started to become concerned with the impact of academia on mental health as a graduate student. From what she saw around her with their peers, as well as a personal tragedy, Wendy saw the need for mental health services for academics. This, along with the reality that 50-60% of academics struggle with mental health issues, led her to create Dragonfly Mental Health, a mental health organization dedicated to academics whether graduate students or full professors. 

Calling academia the original Instagram, where all you see is the good stuff, we talk about the challenges of being constantly in a ‘headspace’ versus a ‘heart space.’ She discusses how academics need an outlet to discuss their mental struggle, how they work with universities and departments to create better mental health environments, how they have grown to over 160 volunteers in 25 or so countries, along with weekly virtual support sessions, and how to connect passions of purpose with metrics of worth.

The author of four books, Josh and I talk about what it means to be innovative, and how little changes and small insights can lead to dramatic transformations. From his fascination with the video game Frogger, to our conversation on the need for change in our educational system, we explore the potential for creativity in all aspects of our lives, filling what he calls the creativity gap in organizations, and how Detroit serves him as the hub of his innovative approach and spirit for renewal. 

In this episode, we talk about how he arrived at this work from his dissertation on social movements. We then work through his 911 first responder training and research, which then led into his work with his wife Marilyn on Call Center operations. We then track how ethnomethodology is really the first human-centered design. Jack talks about how being a social broker to bring stakeholders together is an important element in workplace studies and turning findings into design outcomes. Finally, we explore how workplace studies and ethnographic studies of work has created an important framework for how design ethnography is done today.

We explore her work in philanthropy around the world, especially on the African continent, women in technology, and founding Black Philanthropy Month. She shares with us her passion for creating sustainable social justice movements, and why the social sciences are essential to building a better world. Some of her projects have included helping the Federal Reserve bank meet the capital financing needs of religious minorities, assisting corporate social responsibility efforts, and aiding in capacity building for grassroots social innovators. 

Finally, she helps us to understand how we can get started in philanthropy, social innovation, and social movements through giving time, talent, or treasure (or all of the above). 

• case stories of how Oscar used the social sciences to help businesses see and solve organizational problems, find new marketing opportunities, and help people craft new narratives that empower them to be the heroes of their own stories
• why we believe it is not only ethical to bring the social sciences into business, but why it is fundamentally necessary to do so
• how to get started learning the world of business

This episode is jam packed with great stories and advice!

Today we’re talking with Adrian Swinscoe, customer experience guru and author of the book Punk CX, which draws on his love of the punk lifestyle and culture to make the case that we need to rethink the overly bureaucratic and out of touch consumer experience apparatuses of many corporations. He advocates for DIY, democratic, back to basics cultural approach. 

So, sit back, put on your headphones, break out your torn jean jacket, metal studs, spiked piercings, and Punk attitude, and listen to Adrian talk about how to make CX more Punk Rock.

With Lauren we talk about how the brain processes information, and what that means for designing and integrating learning technologies. Just because we have more sources of information and venues to communicate it does not mean that more learning automatically takes place. We explore how technologies, including Learning Management Systems, need to be constructed with how the brain works. We also discuss tricks and tips of how to better reinforce learning, especially in online environments.

So, prepare to let the Learning Pirate come aboard and join the journey for learning treasures and technological maps to help us find it.

The College is not just there to have an extraordinary experience while attending, but through your experiences while taking part you will begin to find the extraordinary in everyday life. Doing so comes with some potential costs as these experiences and the journey you take with others can expose old wounds that have yet healed. But the point is to become transformed not only professionally, but personally and hopefully spiritually. The college is based on the Hero’s Journey, where you come through the abyss to be renewed at the end. A feature of this transformation is that you see how everything is extraordinary if you can see it’s extraordinary nature. 

The goal is to provide participants with a pathway to rediscover through an intense multiple day journey that combines education and LARPing in a Polish castle. The challenge becomes, especially in modern society, how can we get back in touch with the extraordinary experiences of everyday life

Our guest today, helps us figure out how to overcome this gap. Stacy Sherman has been living customer experience since she first had to pick it up and learn it on the job. From her full-time work as Director of Customer Experience and Employee Engagement at the Schindler Elevator Company, to her other full-time work as a consultant at Doing CX Right, much of her days are spent trying to make customer experience and centricity a part of organizational life. 

In our conversation, we talk about the conception and birth of customer experience, its coming of age and the growing pains associated with early adolescents, how it is finding an identity in its adulthood, and where it may be going as it ages. We also the importance of diversity, equity, and inclusion in customer experience as a profession and practice. Finally, we talk about what we can learn from the pop band The Go-Gos about customer experience.

To explore the question of healthcare experience, we welcome Dr. Justin Bright to the ExD studios. Dr. Bright is a real doctor, unlike Adam and me. He is an ER doctor at Henry Ford Health Systems in Detroit, my hometown. I heard Justin speak at a Patient Experience online conference, and knew he had to be on ExD. He also is the Assistant Medical Director for Patient Experience at Henry Ford Emergency Medicine, and Co-Chair of the Physicians Council at the Beryl Institute. 

We talk about understanding provider perspectives in delivering patient experiences, comparing famous television doctors like Doc Martin versus Doc McStuffins, how to innovate in regulated spaces, whether patients are customers, and ER medicine in a pandemic. 

To help explore this issue, we welcome Nicholas Bott of Sengii to the Experience by Design studios. Sengii’s platform and features helps organizations create online communities and member experiences. But they do more than that. By working with organizational leadership, Sengii also helps organizations develop strategies to help grow their membership. Through their team of “Supernerds” and continuously expanding offering, Nick and Sengii work closely with organizations to support their mission of making online communities possible. 

We talk about the nature of virtual communities, the temptation of selling your dream at the risk of losing your vision, creating a team of people who are empowered to innovate, and finding purpose in the Sengii product. 

Fortunately, John Day has an answer in the form of AVHero. Being born out of his early days as a member of the ‘nerd crew’ in the av club, John moved through Guitar Center to become an expert in all things audio-visual. He has rallied his fellow AV Club members to save the day for those who are in dire need of technological rescue. Now over 2000 AV Heros strong, John’s forces are here to help those who need it.

We talk about the psychology of disruption as new approaches are introduced to established domains. We also discuss how the gig economy has been leveraged by creatives to help fund and fuel their visions and art. We revisit how his start of doing audio production at his church has now become a way for persons across the country to get help in their homes. Finally, we find out about John’s award winning music video, and how confidence on the stage is the same as confidence in innovation. 

To explore these questions, we have on today’s show Ken Gordon, Principal Communications Specialists at EPAM Continuum. EPAM Continuum, located in Boston, has an over 30 year history of delivering design solutions for clients across industries. It is Ken’s job to communicate the work they do, the successes they have, and to create content that stimulates thought and engages readers.

We chat with Ken not only about his current work, but his journey through working with the Partnership for Excellence in Jewish Education, his teaching of creative writing, and his work as a freelance author. We also explore the challenges of conducting ethnographic-based design work in a pandemic, and how EPAM Continuum maintains their unique approach in virtual environments. Finally, we discuss keeping a beginner’s mind and democratic innovation working with clients, as well as how to create psychological safety to encourage creative solutions.

To answer some of these questions, we talk with Sue Harvey of New Direction Strategy. If there is one thing that Sue knows about, it is change. Her early career found her working as the Deputy Communications Director for Minority Leader Rep. Richard Gephardt, to working with the new Republican House majorities led by Rep. Newt Gingrich. She then changed to work with Blue Cross and Blue Shield of Massachusetts, trying to navigate the changing waters of the healthcare system. She now finds herself working with organizations as a strategic thinker, change management expert, and coach. 

We also talk about her Wonder Woman Award  from the Massachusetts Women’s Political Caucus, but that did not come with an invisible plane or golden lasso, which is disappointing. 

The panelist, who include Sandy Mathis, Stephanie C. Harris, and Thomas Houston, all bring a range of professional and personal experience on this topic. Join us in learning from the panelists regarding how to help inspire racial equity in organization, and deliver better experience for diverse audience. 

And yet: social institutions have remarkable resilience. Is the death of higher education greatly exaggerated? Are we witnessing the steady demise of this cornerstone of the American dream, or just witnessing its transformation? What will higher education look like in 5 years? How can the glacially-paced higher education world stay relevant in an agile world?

Listen to our panel of experts explore these topics in a fun and free-wheeling conversation about the death and re-birth of higher education.

In this episode, we talk about how funeral directors are really community organizers, and how funerals are in many ways an opportunity to bring people together. We also discuss the cast of characters that he has met in his experience design journey, and what he has learned from other industries. We explore how his journey started with a couple of guys from Philly starting trouble, and how that has expanded to a national network of funeral homes working with Life Celebration. 

We dig into the experience of creating engaging online learning experiences and teaching to guitar students of all levels, and talk about his blanket as a transitional object and now a key feature of his brand. We also discuss how having a ‘beginner’s mind’ is important for any teacher, and how learning left-handed gives him greater empathy for beginners (and with luck more empathy for left handed people).

In this episode Megan talks about how a self-proclaimed ‘word nerd’ gets organizations to understand how words and terms can drive the wrong messages without even knowing it. We also explore how the human brain is the ultimate legacy technology, as well as how to upgrade your brain without it crashing. Finally, we talk about how companies are in an ‘experience race,’ and how many should stand down to focus on what customers and employees actually want.

Overall, it is about identifying those Moments of Change™, and how organization can put themselves in a position to take advantage of them to create better experiences.

Megan Burns on LinkedIn - https://www.linkedin.com/in/meganburns/

Experience Enterprises - http://www.experienceenterprises.com

Intro Music - The Tall Pines - “The Key”

Ending Music - Ketsa - ”Dreaming Days”

To explore this question, Neil Lundberg and Mat Duerden visit the Experience by Design studios to talk about how their program in Experience Design and Management started at the Marriott School of Management, located at Brigham Young University.

We discuss the origins of the program in transformative leisure experiences, and how whitewater rafting trips helped to establish a foundation in experience design. We also examine what kinds of content should be part of a program in experience design, and what skills and perspectives do students absolutely need to know. Finally, we look toward future growth of experience design programs, and the need expressed by employers to hire graduates of these programs.

In our conversation, we dig into what is social design, and how everyone can be a part of designing for a better world. Durell tells us how he deals with the challenges of systems design when you have different groups that don't necessarily have the same goals. Through his work on wind turbines, we explore how design can be used to not just to create a product, but create an infrastructure where people acquire the skills and tools to manage and sustain change themselves. During a time where a lot of discussion is being had around social change, Durell's work shows us a way forward in using design thinking to create opportunities for social impact.

While recorded before the pandemic and protests for Black Lives Matter and against police brutality, many of the themes we cover have resonance with the larger discussions going on right now. We explore the structural challenges toward getting women involved in cycling, and efforts to change that. Do women feel safe cycling in public? Is the broader cycling ‘community’ a welcoming environment? How are female athletic bodies viewed in culture and society? How do we make roads safer for cyclists? What role can a national organization like USAC play in that, and to what extent do we also have to be the change?

 These are just some of the questions we could ask around this topic of how to increase diversity and inclusion of women in cycling.

Beyond that, and for those old enough to remember video games like Frogger and Qbert, Mike was on the team that turned those arcade games into video games for early home gaming systems. Mike also was there to work on Lucas Film games like Return of the Jedi in an 8x8 pixel environment. 

Mike also has innovated in areas of experiential learning, creating an in-house design company at Bentley University, called IDCC Design House Studios, where students work on projects to create web and graphic design for clients. His own design story centers around how one mentor made a difference in his life, and he’s definitely paying it forward with his students today. 

On today’s podcast we hit the following points:

-From whence does creative come, and how to create a culture of innovation;
-How circuitous career paths can be much better than linear ones;
-How to innovate experiential learning and curriculum design to improve student and faculty experiences;
-And finally, how the important element of teaching design is to give students permission to be creative, and make them believe in the process.

And even that doesn’t capture the whole story. Along with patient experience are the employee experiences of those who work in the healthcare context. Thus, rather than just thinking in terms of a patient experience we are really thinking of a healthcare experience that encompasses an ecosystem as complex as the healthcare institution itself.

To help untangle this, we have on today’s podcast Steve Koch, Senior Vice President and Co-Founder of Cast and Hue. Cast and Hue is a consulting company that focuses a lot of its business in the healthcare space. They describe themselves as integrating “empathy, observation, behavioral psychology, and technology” to “cast a light on the people you serve and gain a deep understanding of their perspectives.” Using human-centered design methodologies, Cast and Hue seeks to co-create solutions with their clients to help them better understand their complete environments and then design approaches to develop better experiences. 

Voltage Control president, design thinking facilitator and innovation coach Douglas Ferguson recently published a book called Beyond the Prototype that aims to help teams and organizations (and individuals!) go from generating awesome ideas to implementing them. Over the course of our conversation we cover:

• the power of systems thinking
• seeing variables in the design ecosystem
• facilitation as model through systems thinking
• The connections between organizations and society. 
• HR departments using design thinking to point the lens inward
• Caution that when we compress ideas there is opportunity to meaning to be lost
• Why facilitation is such a crucial role
  • for example, realizing if you’re using one word to mean two things, or two words to mean the same thing - skilled facilitating brings these discrepancies and differences in meaning into focus for teams to help them overcome roadblocks in understanding
• Why so many start up founders get stuck on the idea of scale rather versus pursuing a smaller, but passion-driven idea
• How design facilitation sessions are about harnessing the power of the child’s mind - playful energy
• and debriefing as a crucial stage in any process: can you answer the question of why did we did this?

Links and Resources mentioned in today's episode

voltagecontrol.com

beyondtheprototype.com

startwithin.com

Beyond the Prototype book

Jake Knapp - Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days

Greg Satell - Cascades: How to Create a Movement that Drives Transformational Change

David Epstein - Range: Why Generalists Triumph in a Specialized World

Attorney Marissa Bluestine comes by the Experience by Design studios to talk about her work in the criminal justice system, and what can be done to design a better system. While today’s episode was recorded before the COVID-19 outbreak, we do examine the issues around the criminal justice system. From her founding of the Pennsylvania Innocence Project, to her current work with as an Assistant Director of the Quattrone Center for the Fair Administration of Justice at the University of Pennsylvania, we explore what a just criminal justice system would look like. 

But what does this mean for patients and the clinicians, as well as caregivers and healthcare professionals? Besides, does any of this stuff work? How does it impact the clinical workflow and clinical profession? And what does it mean for privacy and security?

To help answer these questions and more, we have Dr. John Torous, psychiatrist and Director of the BIDMC Digital Psychiatry Clinic. John has been engaged in this topic for some time, and is one of the leaders in the field. He also created the LAMP app, an open-source tool that clinicians and patients can use to track symptoms and onset of chronic mental illness. You can say he knows a lot about digital psychiatry.

John drops by the Experience by Design studio to talk digital psychiatry, COVID-19 responses, and the future of clinical mental health. Hope you enjoy our discussion. 

Meenakshi Verma-Agrawal is the Assistant Program Director and Associate Professor of Practice at MPH@Simmons.

What a difference a week makes. Or does it? With the expanding pandemic of COVID-19 disrupting more lives, many here in the United States might feel caught off guard, or that things have changed to rapidly. Now health care is a constant concern.

What Shelley White and Meenakshi Verma-Agrawal help us put in perspective is that even though we can all get sick, public health and care has always been political, and who has access to care, and even what diagnoses one gets, have been deeply tied to class, race, ethnicity and other socioeconomic classifications. Public health, in fact, is designed. Moments of pandemic, where a virus crosses borders and bodies with no care for the social structures we’ve erected, brings to light the radically unequal way our public health systems are designed. For middle class families who find themselves for the first time concerned about the lack of available health care or beds at a hospital, must now contend with the fact that this is a common reality for many poorer communities and communities of color.

But moments of crisis like this are also moments of hope. As Dr. White notes in the conversation, we have to remember that there are more people who seek equity and change than those who benefit from the status quo. What's radical is to acknowledge the racial, social, and economic injustices that frame our public health system and to then set about to change those inequities for a more just world. 

Website: https://byronreese.com/

Twitter: @byronreese

Facebook: @byronreese

LinkedIn: https://www.linkedin.com/in/byronreese

Our guest for today, Amira Valliani, has some thoughts on how to meet this challenge.. Amira is the co-founder and CEO of Glow.fm. As they describe themselves, “Glow is the best, most flexible way to build your podcast’s membership program.”  We talk about what led her to create Glow.fm out of covering local politics in Cambridge, MA. We discuss the more than 800,000 podcasts that exist worldwide, and how storytelling has forever been our primary mode of self-expression. Finally, we explore both the professionalization of podcasting, as well as its democratizing effects of giving everyone a voice who wants to use it. 

To learn more, Adam and I chatted with Kristin Shuff, who is the Senior VP of marketing at Lightstream. We hear how Kristin grew up reading Ad Age and early on being captivated by the characters she knew and loved being created by ad agencies. We also discuss how ‘omni-channel’ marketing doesn’t automatically mean ALL channels. Kristin describes how customer and employee centricity are central to mapping a loan experience that correlates for why people are getting loans, and how providing loan information beyond interest rates is a key to their branding efforts. 

On this episode we talk about what brands are, how the cultural work of branding has changed in recent decades with the advent of new and easier to use technologies, and how we can think about brands as conversations - not just between businesses and customers but also between businesses.

Billfleming.com

Bill on Twitter

Ideas and Articles we reference

https://www.commarts.com/columns/the-sensitive-anthropology-of-branding

https://raleighgreeninc.com/blog/2011/07/31/an-anthropologists-approach-to-branding/

https://lippincott.com/insight/b2b-brands-in-the-human-era/

This episode is brought to you in part by This Anthro Life, a sister podcast hosted by Adam Gamwell. Life is complicated, but we love simple answers. AI and robotics are changing the nature of work. Emojis change the way we write. Fossil Fuels were once the engine of progress, now we're in a race to change how we power the planet. We're constantly trying to save ourselves...from ourselves. This Anthro Life brings you smart conversations with humanity’s top makers and minds to make sense of it all. We dig into truth and hope in our creative potential through design, culture, and technology. Change your perspective.

--- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/thisanthrolife/message Support this podcast: https://anchor.fm/thisanthrolife/support

Enter Liliana’s work at JetBlue, where she was Director of Customer Experience for almost 8 years. If there is a feature of your JetBlue experience that you enjoy, odds are that Liliana had a hand in it. In describing her role, she once wrote “As customer experience director at JetBlue, I feel pride and responsibility to meet the high expectations of our customers and am passionate to keep the love alive as we grow.” Listen to Liliana talk about how she keeps the love alive in her work as a customer experience evangelist.

Today's episode is sponsored by Missing Link Studios.

Ben is the Chief Experience Office at World Employee Experience Institute. 

https://www.worldeeinstitute.com/about

Ben's Book Employee Experience: Develop a Happy, Productive and Supported Workforce for Exceptional Individual and Business Performance

Ben's website

If you like the show, please share it with a friend or colleague! This is the best way to help us all spread these conversations and get the good word out about experience and the need to intentionally design for good. 

The path to VP of AI would seem to be paved with engineering school, or maybe computer science. But as we will hear from Rick, the path to VP of AI is not predictably linear. It is a story that involves trading derivatives, call center management, and a new technological frontier of sentiment analysis. Rick and I talk about how the technology factors into the contemporary workplace, the road to richer interactions, technology as a tool versus a determinant, and creating computer-aided authentic moments. 

This episode is sponsored by Missing Link Studios

This episode sponsored by ethno-analytics.

Today's episode is sponsored by ethno-analytics.

The question is, then, what to do about it. We've got some takeaways for that.

Support this podcast: https://anchor.fm/experiencebydesign/support