Kim Flaherty

Kim Flaherty, a journey management expert at Nielsen Norman Group, dives into the transformative world of journey-centric design. She explains how shifting focus from product-centric to journey-centric models can optimize customer experiences. Flaherty also discusses innovative strategies in UX design operations, particularly in response to AI advancements. The conversation highlights the importance of cross-department collaboration for a holistic approach and underscores the need for transparency in UX research, offering valuable resources for industry improvement.