CX by Design

Our latest thinking on how you can create meaningful customer connections.
  • Diana Sonis

How do we train our teams to think with a customer-centric mindset?
How do we train our teams to think with a customer-centric mindset? 2400 2149 Diana Sonis

We field a lot of strategic and tactical customer experience (CX) and user experience (UX) questions. Sometimes they’re from perspective or existing clients; sometimes from colleagues at conferences probing deeper…

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  • Diana Sonis

Case Study: Website Concept, Structure, & User Experience Optimization for Proud Moments
Case Study: Website Concept, Structure, & User Experience Optimization for Proud Moments 2560 1707 Diana Sonis

As the pandemic unfolded across the globe, we started work on an engagement that was a wonderful mix of personal and professional interests. Partnering with a team of terrific professionals…

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  • Diana Sonis

Event Replay: Designing Complex Website Navigation UX San Antonio
Event Replay: Designing Complex Website Navigation UX San Antonio 2560 1707 Diana Sonis

Back in early September, we announced an upcoming webinar for UX San Antonio on how to create human-centered business solutions by designing complex website navigation around customer intentions. It’s a…

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  • Diana Sonis

Why Customer Intentions Matter for Business
Why Customer Intentions Matter for Business 2560 1709 Diana Sonis

Designing software around customer intentions isn’t a controversial concept. Most business people agree that knowing what customers intend to do on a website or in an application, and providing customers…

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  • Diana Sonis

Innovation Through Iteration
Innovation Through Iteration 2560 1625 Diana Sonis

Innovation in companies is tricky. There are rarely brand new ideas. What we often deal with are old ideas with a new twist. Knowing this,  we see the best results…

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  • Diana Sonis

Adopting a beginner’s mindset as an experienced employee
Adopting a beginner’s mindset as an experienced employee 2560 1940 Diana Sonis

We work with many established businesses full of well-meaning people who want to innovate. But, they’re stuck.  This “stuck-ness” comes from knowing the product/service/process too well. Having developed the institutional…

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  • Diana Sonis

Competitive Analysis the Right Way
Competitive Analysis the Right Way 2560 1920 Diana Sonis

Competitive analysis is a staple, routine activity of business. People seem to believe that innovation sits somewhere between indiscriminately borrowing competitors’ ideas and stealing their best experience features, without regard…

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  • Diana Sonis

Designing Website Navigation For Customer Intentions
Designing Website Navigation For Customer Intentions 2560 1707 Diana Sonis

Think about website navigation differently.  It’s not about “the navigation bar,” or that “hamburger menu.” It’s also not about your departments, lines of business, or company politics. Frankly, it’s not…

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  • Diana Sonis

How To Talk With Customers Through Your Website
How To Talk With Customers Through Your Website 2560 1707 Diana Sonis

You can’t scale the human side of your business if your website isn’t set up to have an organic conversation with your customers. An “organic conversation” in this context can be…

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  • Diana Sonis

What Is Website Navigation?
What Is Website Navigation? 2560 1920 Diana Sonis

Website navigation is a ubiquitous concept today. Customers expect to find whatever they’re looking for through the links at the top of the “homepage” or in the “hamburger” menu. Frustration…

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