Field guide for customer obsession
Today’s customers are digital-first, informed, and less tolerant to friction.
NEWSROOM
Insights from our work.
Ideas, talks, and writing on customer experience, from our team and the work we do.
Articles
Local firms forced to adjust strategies on new-age customers’ demands
At the heart of this change is a growing shift in consumer expectations—one that mirrors global trends in user experience
Articles
How Banks Can Tap Design Thinking to Improve Customer Experience
How design thinking helps banks create better customer experiences and compete with fintechs.
Articles
Understanding customer needs: Key to business success
How user research helps Kenyan SMEs understand customers, improve services and grow sustainably.
Articles
Women trailblazing in world of service design
They enjoy creating experiences through other people's understanding
Articles
Inclusive design is a great way to shape a more equitable world
Creating accessible solutions that make everyday experiences better for all.
Articles
OPINION: Nairobi’s deluge is a rallying call to collectively design a more resilient city
Designing a flood-resilient Nairobi through human-centered urban solutions.
Where we share some of our favourite experience pace-setting insights with the world.
UX Research
An introduction to AI in UX Research
Design Research
Balancing customer focus with internal priorities
Product Design
Unveiling the forces behind product success
Service Design
Service Design for sustainable business
UX Research
The value of UX Research
Service Design
Service Design in Business
Service Design
