Design Thinker : Story Teller :
Strategist : Leader
I care deeply about holistic experiences.
I think about people and how to best tell the story of their interaction with the world. I think about how to make better products and services in the future that solve real problems. I think about how to ease people’s pain and make their lives better. I think about beauty, design and typography. I think about psychology and motivation.
I like to share my art and beautiful quotes, wisdom, poems and tips from myself and other brilliant people around crafting your personal story, philosophy, creativity, motivation, the power of our senses, the beauty of attention, life by design, user experience, leadership, intentional living and more.
In order to cause real customer centered change in an organization, the employees have to have an emotional relationship with bettering the needs of their customers. They have to be emotionally attached to the cause. They gain that empathy from real interpersonal relationships with customers. If they work a back office job that does not interact with customers, it is harder for them to form that emotional connection to the needs of the customers. The more remote and random their job seems, the more they detach from how their work directly...read more
Here is today’s Hero and Villan story. It is between a Customer Experience (CX) Laggard and a local CX Leader in my hometown. Let’s cut to the chase: Comcast Business Class says I have to pay: $2000 if I want to cancel my internet service provider contract so that I can choose another provider that is faster and has great Customer Care. That is unreasonable and was never articulated in my agreement with them. Comcast: It is time to play fair. $200 I could understand, but $2,000? That is holding me hostage and its bad business. I...read more
The last few weeks have been very humbling for me with illness during my vacation and getting a corneal ulcer while attending a UX conference in San Francisco. The very thought of losing my vision was devastating to me. If I had not treated my eye right away, I would have potentially lost my sight in my left eye. Fortunately, I am on the mend. I will, slowly, regain my vision. Any impatience I feel will have to wait because it takes time to heal. My life moves really fast, and I am often confronted with the reminder to slow down. While we may...read more
I have noticed that some people expect that their leaders have things all figured out. The truth is they don’t. A quality of a great leader is that they are willing to try, to fail, to step forward into unknown territory, to make decisions. Really tough decisions. None of this means we have things all figured out. True leadership does not mean you are not human. Just like the people that I lead on my team, I get broken down, beat up and bruised, just like everyone else does. How I handle it and respond is the only thing that I have...read more
The root of everything human is attachment. “Attachment is a deep and enduring emotional bond that connects one person to another across time and space” (Ainsworth, 1973; Bowlby, 1969). We thrive on affection and connection, and these are all part of us forming bonds with others. This starts at birth with our parents. Attachment theory is a psychological theory that supposedly only addresses how humans respond when perceived as hurt in an interpersonal relationship or when they feel they are in a threat to their safety. I would...read more
In my life, in both business and personal areas, I find there is a tension between the short and long term, the tactical realities of our daily life and the strategic planning and direction we want to head. In my work, I am a big picture, strategic thinker. I like to imagine the future, set intentions and envision what is possible. I like to declare it and make tangible steps towards realizing the goals. The same applies to areas of my personal life. The only way to get to any strategic future is by taking tiny steps towards it. Here is...read more
Last week I had the pleasure of taking a time management class offered by Marie-Jose Kaasenbrood of OTC International. It was something sorely needed for me, to organize my time even more efficiently than I already did. The underlying premise is that nothing truly exists (as a to-do or idea) unless you make time for it to become real in your life. That time is represented by your calendar. The system that she teaches really will help me, but also really overwhelmed me. The reason Marie-Jose said that I felt overwhelm was because I had not...read more
Over the past few years I have experienced increased amounts of uncertainty in all areas of my life. I have had to learn ways to get much more comfortable with it. To learn and adapt without having all the answers. To plan only about a week or so in advance. It was a large learning curve for me, the girl that used to have her whole life planned out on a spreadsheet years in advance. Most people have heard the saying, the only thing that is certain is uncertainty. While it is true we tend to fight it with fervor. We scramble to try to create...read more
I wrote this poem below a while back. For me it is symbolic of so many aspects of my life and the greater reflection of the world events today. It relates to my work where I try to put voice to real people’s stories to make better products for the world, to my personal life where I try to be an active participant in the lives of my friends and family, and to the recent loss of my grandfather. It is the thread of human existence, to be seen and heard, despite the inherent pain that comes with every hero’s journey. To be heard It is...read more
Fourteen is a special number for me. Both of my daughters were born on the 14th of the month. Significant events naturally seem to unfold on this day quite often for me. Today, I got a letter that I wrote to myself 1 year ago in my email inbox. It reminded me that I am on the right path. It reminded me of what matters. It reminded me that my creative dreams are real, valid and worth pursuing. In their pure, untainted form. What is strange about this was that I woke up this morning thinking about my book that I wrote last year, and how I want...read more