Introduction AI is no longer a buzzword in SaaS — it’s a mandate. Yet for many product teams, integrating AI into existing platforms feels less like an upgrade and more like a balancing act between innovation and user trust. In […]
Leadership
If you’ve ever signed a software contract, you’ve seen it: the Service Level Agreement, or SLA. It’s the “in writing” promise that your SaaS provider will keep the lights on, respond to support requests quickly, and deliver a certain level […]
The Hidden Cost of Skipping Research A few months back, regulators came knocking on Cleo AI’s door. The fintech’s chatbot had become a hit by offering instant cash advances—until users discovered, after entering billing details, that the fine print didn’t […]
Last week, I asked Zoom’s AI to help schedule a simple meeting. Four tries, one emotional rollercoaster, and five duplicate invites later, I was the proud owner of Error Code 100000401—and a newfound appreciation for how easily automation can feel […]
A visual representation of AI-powered experience design—where interfaces adapt to user emotions, protect data, and support inclusive digital interactions.
As a leader of an organization or a team, you will make mistakes. No one is perfect. But, how do you ensure that those mistakes don’t hurt your credibility as a leader? Once perceptions settle in, they can be difficult […]
User experience (UX) research and strategy is all about understanding the needs, wants, and limitations of your target users and creating products, services, or experiences that meet those needs. It involves gathering and analyzing data about your users, such as […]
User experience (UX) is about more than just creating beautiful interfaces and experiences for your customers. It’s about understanding who they are and what they need from your product or service before you even begin designing it. UX is a […]
A key question that keeps coming up in design circles is whether design is an art or a science. A quick search on the web will bring up hundreds of articles and blog posts debating this topic. The debate is […]
On a recent trip to New York, these three powerful sculptures by Jim Rennert caught my attention as I was heading out of Grand Central Station. They’re known as timing, inner dialogue, and listen. Immediately they made me think of […]
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