Design by Design

Over the years, I have worked with several organisations where I would receive a call to come in and help with the design process just weeks before the product is supposed to go live. It often makes me wonder why people leave design to the very end as though it is an appendage.

Automation Without Empathy: When AI Pushes Customers Away

Automation and AI have their place in process improvement and efficiency, but when we try to replace empathy completely, things go wrong. But technology does not equal service. It enhances it.