3 insights
Maija Bigestans argues that brand experience often breaks between teams, systems and touchpoints. The unified driver experience work showed that as the driver journey expands across vehicles, apps, services and interfaces, coherence becomes a journey challenge – not just an interface challenge.
5 min read
Customers do not experience touchpoints, teams or channels in isolation. They experience the gaps between them, where trust can be lost and promises weakened.
5 min read
AI’s value in design goes beyond speed. Used well, it helps teams access knowledge, reduce repetitive work and make better decisions – while keeping human judgement at the heart of premium experiences.
6 min read
