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XD Thinking

Articles on experience design

The Zen Guide To CX

This message is for you. It’s for you, product owner at a global CPG. It’s for you, senior marketer at a wildly successful direct-to-consumer product. It’s for you, agency partner setting an engagement strategy for your clients’ presences online. This is for…

Creating Content Beyond the Acquisition Funnel

Every interaction with your customers has the potential to create a lasting impression. And content plays a huge role in determining whether that impression is good or bad—often in ways that are easily overlooked. As a new homeowner, I recently had an…

Understanding User Experience Bias and Why You Believe in Horoscopes

Ever wonder why your fortune cookie knows what’s in store for you, or how your horoscope so uniquely describes your personality? Without ruling out the merits of witchcraft and wizardry, I’d like to introduce you to a concept called bias. Bias, a…