Experience by Design

I don’t think I am alone in finding art very intimidating, but yet like all of us being I am inextricably drawn to it. I had the chance to go to a concert last night with the band Queens of the Stone Age. I have seen them three times before, but never quite like this. For this tour, they were playing beautiful smaller venues, like the Boch Theater in Boston where I saw them. The tour was in support of their “Alive in the Catacombs” movie and album, which was recorded in the catacombs under Paris. One of the things about this concert was the band’s request to get dressed up in your best attire for an experience unlike any other concert you’ve been to. And reading the reviews provided by attendees online, you can see that the concert produced such an effect. Like any good drama, the concert used a three-act structure put into parts that started very paired down into an orchestra of light, symphony, rock music, and drama. It was pretty remarkable, and as I watched it I couldn’t help but wonder about the creative and artistic minds that put this together. Not just the music, but all of it. Who are the minds that conceived it, and where does that come from? And as I sat there wishing I had taken more music lessons so I could produce such an experience for the world, I have to admit that I was both in awe and uplifted, and feeling diminished because of my lack of ability.I’m sure if I would talk to the artists involved, and if you’re listening let me know, they would say that is not the point of artistic creation. It is not to make those non-creators feel insignificant, but rather to allow them to share in the potential of creation. We all have the potential for artistic expression and creation on whatever scale we can manage. What typically stands in our way is our own feelings of self-doubt and inadequacy. Those feelings get magnified when our initial attempts don’t meet with our own expectations. We are truly our own worst critics, and that art critic can be pretty unforgiving. To help us with finding our inner artist and creative voice is Laura Patac. Laura grew up in Romania as a very shy and introverted child. One outlet she found was poetry. But she didn’t see this as a legitimate professional outlet. Rather, she studied mathematics in university, which led to a career in Western Union, culminating in being the VP and Head of Global Retail Product. But she retained her passion for and practice of poetry and story-telling, which she has turned into her book “Stories with Purpose.”I talk with Laura about the importance of the arts, and with the arts and story telling there is no right nor wrong. She talks about the connection between poetry and mathematics. Both provided her with structure, self-expression, and a way to connect not just with others but herself. We talk about the prevalence of imposter syndrome in women, and the importance of resilience when managing corporate environments. We explore the ways that we measure success and impact, and how story telling can help us define both. More importantly we talk about how to connect narrative with purpose to create a positive impact. She describes how she helps her clients tell their story and identify their purpose so they can have that positive impact on organizations and more. Finally, she talks about how in between birth and death is choice, and we need to choose the version of ourselves that we create and present to the world. Laura G. Patac LinkedIn: https://www.linkedin.com/in/laura-g-patac/Empower Quest: https://empower-quest.com/Stories with Purpose Book: https://www.storiesholdpurpose.com/bookStories with Purpose Workbook: https://www.storiesholdpurpose.com/workbook-optin

I used to have a Zen proverb a day calendar, the ones where each day you tear off a new sheet that has another saying that was meant to make you contemplate, get in touch, consider, explore, think. My years always started off well, but by about June I was just ripping pages off trying to catch up to the day I was supposed to be on. I honestly think I got more mileage out of my Dad Joke a Day calendar that ended up replacing the Zen one in an ensuing year. But then again maybe there is something Zen about Dad Jokes.One Zen proverb that stuck with me was, “Our eyes were originally right but went wrong because of teachers.” I have to admit that one stung a bit. Speaking on behalf of all educators, we all want to think that we are positively contributing to how our students see the world. But do we? There is the danger of formal education introducing “fixed thinking” or singular ways of conceptualizing the world around us. Students are taught what we been taught and know. Problem is, what we know might only be one dimension of how to view things.To bring in another saying, “If all you have is a hammer, then everything looks like a nail.” Thinking of “hammer” instructs  how the object is to be used. But if you have no idea what a hammer was, then you could envision many different uses for it. Sometimes not knowing is the key to progress.Now it is true from a design perspective that the way a hammer is built can instruct on how it should be used. There is something that looks like a handle. The heavy end has a flat surface which can infer pounding. But creative and unconstrained thinking can see so many ways to use this object.To throw in another saying, Ignorance is bliss, and from that we might also say paradigms can obscure. Thomas Kuhn in his book “The Structure of Scientific Revolutions” examines how established paradigms can stymie progress and advancing knowledge because they limit our ability to what is in front of us. Thus, part of the advancement of science and our understanding is shedding off what teachers have taught us to be true. Rather than just teaching paradigms and how things are, teachers need to do more teaching on how to retain a beginner’s mind and connect that with envision what is possible, and not just what is believed to be known. Alan Gregerman is here on Experience by Design to talk about his new book coming out on October 14th  “The Wisdom of Ignorance,” in which he examines what we can gain by letting go of what we think we know.  Alan is trained as an Urban Geographer, as he was long interested in exploring cities of the world. While a student at Northwestern, he worked under the tutelage of John McKnight, one of the founders of the Assets-Based Community Development Institute, and I will add a person I also knew and took a workshop from on the ABCD approach. McKnight’s work continues to influence Alan, as well as me. We talk about his work in helping companies be creative through exploring urban environments in undirected ways. He describes how new employees are a very valuable resource because of how they bring new eyes to organizations. He notes that half of all the companies on the Fortune 500 list 25 years ago don’t exist today, and how that is in part linked to their belief in old paradigms. Alan emphasizes the importance of having teams of diverse perspectives and experiences in order to help see things differently. Also in keeping with assets-based community development, everyone has a gift that they can contribute. Alan Gregerman LinkedIn: https://www.linkedin.com/in/alan-gregerman-a33b236/Alan Gregerman: https://alangregerman.comThe Wisdom of Ignorance: https://www.amazon.com/Wisdom-Ignorance-Knowing-Innovation-Uncertain/dp/B0FJJSXVGV

We are now in the first days of autumn, and there isn’t a better time to be in New England. When I first moved to Boston, one person told me that spring was the best time in New England. I never again trusted anything that person ever told me. Fall is the best time, and perhaps September is the best month in the fall. Not that I don’t like the winter, because I do (as long as there is snow to Nordic ski on). But when things get a bit cooler and the leaves change, the sweaters and hoodies some out, it is a pretty fantastic time of the year.Another part of autumn is the fall sports season. The general sport of cultural choice in the US is of course football. My daughter plays field hockey, which is another great fall sport. I have no clue about the rules or the strategy, but it is fun to watch. And there is something great in seeing teams of young people do something else other than be on their phones. Sport definitely gives them a sense of self and structure and camaraderie that much of contemporary society can take apart, especially for young women. Additionally, I can say that my daughter is lucky enough to have great coaches as well, as the type of coach you have can dictate the type of season you have.As the father of three daughters, one of my main goals as a parent is to give them a sense of confidence and worth that comes from inside of them, and isn’t dependent on external affirmation. I’m not a woman, so I don’t know what it is like to be a woman in society. But I am aware enough to know that there can be challenges unique to women who live in a culture that has been molded around patriarchal foundations. Those traditions can be hard to overcome given how embedded they are in explicit and tacit ways, often giving to the notion “That’s just the way things are because that’s how they’ve always been.”My guest today is a woman and a former athlete, who also is a leader who helps others (especially women) realize the leadership potential they already possess. Amy Kemp started her career in education before shifting to sales, where she began to appreciate her leadership abilities. Both fields share in common the need to motivate people through leadership. Also, both areas can present challenges to women who exhibit those leadership qualities. These experiences led her to write the book “I See You”, which she describes as a guide for women to make more, have more, and be more - without more work. We talk about the challenge of teaching Shakespeare and why discomfort is vital to growth. We explore how bureaucracy can be the enemy of innovation, and how processes can override creativity. Amy talks about the presence of “yelling culture” in leadership, and the need to shift that dynamic. Finally, Amy shares the origin of her book's title, "I See You," which was inspired by a meaningful conversation with a woman who felt unappreciated, misunderstood, and generally not seen. This connects to broader themes of visibility and judgment, particularly in social media, and how these concepts relate to the book's title and its broader implications for women in the workplace. Through her coaching work, Amy helps clients receive pay raises, acquire high-paying clients, and achieve work-life balance. She emphasizes that her role is not about telling people what to do, but rather creating a space where they can find clarity and make their own decisions about income, quality of life, and purpose. Amy Kemp LinkedIn: https://www.linkedin.com/in/amy-kemp-7842a1a6/Amy Kemp: https://amykemp.com/

Recently when talking to my freshman class about time management strategies, part of me started to feel sorry for them knowing that the challenge of time management only gets harder and not easier. I’m sure it feels overwhelming to have so many classes, social activities, for some sports obligations, joining clubs, and even hopefully sleep. There is a lot to balance, and achieving that balance seems like a never-ending struggle.And of course that only gets worse. Add in children, household chores, more demanding jobs, maintaining relationships, bills, exercise, and any number of other commitments, having that balance can feel pretty impossible. I’m always trying to balance the things that I am supposed to do, the things that I want to do, and the things that I have avoided doing but still think about. I know I’m not alone in this struggle, as most people feel that their lives are out of balance, or at least the kind of balance that they would like to have. Leadership also requires a lot of balance not only for yourself, but for those for whom you are responsible. Leaders are supposed to be decisive and show direction. At the same time, modern leadership also requires giving people agency and autonomy, leaving room for others to help decide how the group moves forward. There is the balancing of stakeholder perspectives in an ever-widening circle that goes beyond customers and employees to communities and even society. If an agency is involved, then there is the issue of balancing the desires of clients with your own insights and expertise. My guest today on Experience by Design knows quite a bit about these balancing acts. Livia Bernardini has spent her life trying to balance different cultures. Born and raised in Italy, then moving to Paris, Australia, Hong Kong, Tokyo, and now England. Her own personal challenges led to find balance through artistic endeavors such as painting, drawing, and sewing. Today she is the CEO of the agency Future Platforms, an agency that helps clients transform their businesses through digital products and experiences. Their clients include Domino’s, Liv Golf, Ralph Lauren, the Premier League, PSG, and many others. We talk about the balancing act that she experiences as a CEO, speaker, moderator, and author. She describes her philosophy of “pragmatic progress” to evaluate her success in balancing. In her work, Liv discusses balancing the potential of emergent technology like AI with its inherent limitations as well. LIv’s degree in Communication and Media Studies as well as Marketing gives her a deep insight into culture today, especially how the digital environment of social media is shaping our perceptions of the world. While much can be accomplished through the digital tools we have available to us, not all of it is good. As a result, we have to prioritize people, then planet, and finally profit.Finally, we explore the balancing of client requests with the insights that your team might have. Ultimately, to achieve balance in experience design, we need to look at the entire experience ecosystem, including the contexts and stakeholders that are present in it. When doing so, we need to think in terms of ethical and sustainable solutions that create better outcomes for those involved in that ecosystem. Livia Bernardini LinkedIn: https://www.linkedin.com/in/livia-bernardini/Future Platforms: https://www.futureplatforms.com/

Standing in front of a classroom, or trying to talk to anyone raised in the distraction generations, emphasizes how we are constantly trying to compete for attention. I guess that competing for attention is nothing new; it is just the sources of distraction are different. Back in the “before times” of not too long ago, people would get distracted by daydreaming, where their minds would wander to some other made up location and they could get lost in their thoughts. At least in those occasions, there are minds and thoughts at play, an engagement in the creative that can hopefully be the wellspring of inspiration. Now with social media content, the addictive intention and allure of notifications and other “dings” on our phones, and other technological intrusions, we are brought out of a moment of our creation, and into the creations of others. Along with ruining our ‘alone time,’ these features of the distraction age get in the way of co-creating moments with others. Given that we are by nature social animals, the disruption of co-creating moments and shared experiences in a very real way takes away our very nature and essence. The question then becomes, “How do we get it back?”My guest today on Experience by Design thinks he has if not THE answer, it is at least a good way to make strides to reclaiming our spaces for ourselves. Howard Lewis, despite what could be characterized as unimpressive results from his schooling, found a start in the world of money and finance which then moved into the world of art (in which there can be a lot of money and finance). What he carried forward was his general fascination with the world, and the desire to connect with it intentionally and mindfully. This eventually led to Offline dinner parties, where no one was allowed to have their phones and everyone had to engage in a shared topic. He curated the guest list to have people with different backgrounds and experiences, hoping that such a mix would yield conversation that would lead to shared experiences and connection. He even found that people would embrace their vulnerability and be more open with their contributions, the sharing of the moment creating the momentum to be more open and accepting. We talk about the structure and dynamics of the Offline dinner parties. Howard stresses that very casual conversation can be very meaningful when they are accompanied by small and simple gestures. If you start with the positive, people will reciprocate in kind. In the end, this create an opportunity to break down hierarchies and divisions, and come together as people through a mechanism perhaps as old as time: breaking bread, eating together, sharing thoughts and stories, and just being in the present together. Offline and On: https://offlineandon.com/Offline and On YouTube: https://www.youtube.com/channel/UCdfnm8ztBTYt1O2jHA9tOXgHoward Lewis LinkedIn: https://www.linkedin.com/in/howard-lewis-3968a/“Leave Your Phone at the Door: The Joy of Offline”: https://publishizer.com/leave-your-smartphone-at-the-door-the-joy-of-offline/

I think I am being honest when I say that I have never eaten at a Cracker Barrel. I may have once or twice in my life, but I honestly don’t remember. This is not out of any ideological reason or intentional decision. It just never happened. Never seemed like a place I would want to go when passing by. Given that there are four Cracker Barrel’s in Massachusetts, it is hardly an option. I don’t think I’m missing out on it, but you can tell me if I am wrong. I’m not that interested in “southern comfort food,”I had to look up what is a “cracker barrel”. Apparently it was used to ship actual crackers, and then would be an object used for people to socialize around and use like a table, as is depicted in the logo which generated such backlash when it changed. All the crackers I ever got were in boxes, I never sat around a barrel to socialize, and I never lived in the southern parts of the United States. Thus, the whole Cracker Barrel brand controversy was something I had no real attachment to, nor knew much about. It was interesting to see this change not just evoking feelings of the brand, but also of a sense of cultural change and loss of power. Part of this is due to the larger cultural climate in the United States. Another part of it is how brands can become connected to culture, and in a very real sense become representations of it in our contemporary lives and memories. Today’s guest on Experience by Design knows something about working with legacy brands, and the responsibility that comes with it. Matt Powell, Creative Director at Great State, like many of our guests started out in art education by getting a degree in Graphic Information Design. He explains that graphic information design is all about getting messages across to your audiences. His career involves working with clients who are seeking to build trust with and bridges to their audiences. As he notes, agencies serve a purpose as an exchange point between brands and audiences, helping clients find pathways to communicate effectively. Matt has worked with iconic brands like the British Royal Navy, well known names in higher education, industry, and finance. This creates a lot of responsibility to hold onto what these brands historically mean, along with creating messages that speak to new audiences.In our conversation, we talk a lot about how the ways that you breed brand loyalty has changed because media consumption has changed. Social media means that agencies and clients need to be fluid and fluent when thinking about changes. Additionally, younger generations create unique challenges and opportunities as consumers and creators of this content. We also explore the importance of creating integrated experiences, tying customer, user, digital, and brand experiences together. Finally we talk about the importance of sustainability in web design. Despite all the changes taking place in the media landscape, it still comes down to communicating with people and the key requirement of keeping our eyes on base human needs and requirements. When using tools like artificial intelligence, we need to remember that loyalty is built on authenticity and believability, especially when representing brands that have deep cultural meaning. Matt Powell LinkedIn: https://www.linkedin.com/in/observatron/Great State: https://www.greatstate.co/

For parents who have school-aged children, it is the most wonderful time of the year when the children are gone from the house and return to places of learning, or at least someplace other than bothering their parents. We love are children dearly, but loving them when they are somewhere else is a welcome reprieve. Each new school year presents some amount of changes in how education is done. Part of this is rooted in our evolving understanding and adoption of modes of teaching. Even though teaching is by no means a new endeavor, changes in society whether it be the culture, technology, social patterns, media, and the like are going to impact what happens in education. New material might be introduced, new topics explored, new things tried. Education, especially today, can be an idea incubator where experimentation not only needs to happen, but needs to be embraced.At the same time, there are a lot of pressures being exerted on education. Political pressures around the presence or absence of implicit or explicit ideologies. The competition for children’s attention, which is being dominated and shaped by technology. Cuts in budgets, resulting in fewer staff members and resources. Teachers being asked to not only teach, but also counsel, care for, emotionally support, and mentor students. There is a lot of going on, and a lot of pressure being exerted from different directions. While pressure can turn coal into diamonds, pressure also can cause things to implode.Good thing that today’s guest is with Lasada Pippen, who also goes by LP. LP had a career as an Exchange Administrator and Exchange Messaging Engineer, and if you don’t know what that is, you soon will. He was a first-generation college student, majoring in engineering as a way to build economic security that he didn’t necessarily have growing up. While achieving that goal, he still felt there was a lot missing, which has led him to his real passion of helping to create change. Today he is a much sought-after speaker and advisor for a range of organizations, including educational institutions. We talk about how he is able to help kids who were just like him in the sense that they weren’t motivated to achieve much and didn’t have direction or vision. He emphasizes that rather than telling people how they should be doing their jobs, he listens and helps them to think differently about their jobs. He also shares the four simple questions for chasing your dreams: Is it something you love, are you good at it, how can you get paid for it, and how does it help someone else. Lasada Pippen LinkedIn: https://www.linkedin.com/in/lasada-pippen-keynote/Lasada Pippen Website: https://lasadapippen.comLasada Pippen Instagram: https://www.instagram.com/lasadapippen/

I am just back from a vacation that took me across three states, one Navajo reservation, and some federal land in the southwest of the United States. Departing the humid and heavily greened northeast to the dry and brown and red landscapes of the southwest was a major transition. I have never spent that much time in that part of the country, so it was, you might say, quite the experience. Traveling throughout the region really revealed the expansiveness of it. The lack of foliage will do that as you can kind of see to the horizon between the buttes and mesas. It also was my first time flying in a long time where I didn’t have to take off my shoes going through security. That was exciting. Well, maybe not exciting but one less thing to manage and deal with given all the other rules and restrictions that we have to face when trying to get to our lanes. When thinking about the trip and all the jurisdictions I crossed, it can be hard to keep track of what I can and cannot do. City laws, state laws, federal laws, tribal laws, airport regulations. What’s legal in Vegas is not legal in Sedona. What you might be able to do in Page, Arizona isn’t necessarily the same as St. George, Utah. You get the point. And let’s keep in mind that all of this started in Boston, Massachusetts. The law can be complicated no matter what, and only becomes that much more challenging when you are throwing in all of these different environments. And did I mention the seemingly constant shift in time zones as you cross different borders? My guest today has a keen interest in making the law more manageable. Professor Demetrios Karis has been exploring ways of improving legal design to improve access and outcomes for citizens engaging the courts. As we discuss, there is plenty of work to do that keeps him and his students busy. From legal forms, to wayfinding in courts, to translating legal procedures, to legal language itself, the law has a lot of room to make things easier and create better experiences.I talk with Demetrios, who is a colleague of mine at Bentley University, about the origins of his user experience career through this PhD in Experimental Psychology from Cornell. He shares his first job at Grumman Aircraft, where he was looking at the design of cockpits and instrumentation as part of their internal research and development group. He shares his journey to Verizon, and then to Google where he learned more about doing qualitative research and ethnography. He then discusses how his teaching at Bentley University and experiences in the court system resulted in working with the Massachusetts courts to try to improve access and usability of courts and the law. As he states, the court system is designed by lawyers for lawyers. Despite that, more people are representing themselves, which results in massive challenges on what to do and how to do it. We also talk about his writing on the collapse of human civilization resulting from the sustainability crisis, and how we need to tackle challenges in complex systems through intensive study, creativity, and determination to make positive changes. Demetrios Karis LinkedIn: https://www.linkedin.com/in/demetrioskaris/Demetrios Karis Researchgate: https://www.researchgate.net/profile/Demetrios-Karis

Throughout my career as a sociologist, I have come to the conclusion that people find sociologists annoying on a deeply personal level. Anthropologists have great stories about travelling to exotic locations. People seem to really appreciate psychology because they think it helps them to better understand why people do the things they do. Historians, while might be boring with their details and minutiae of past events, at least have something to help carry a conversation at a party. Perhaps the only other truly annoying academic profession are philosophers, but they may spend more time talking to themselves than other people. What makes sociologists annoying, in my opinion as a sociologist, is that we think critically all the time about everything. It is not just how we are trained; it is how we are wired. You could show a sociologist a picture of puppies playing in a field, and the sociologist would talk about the perils of puppy mills. You could assure the sociologist that these are from a rescue, and the sociologist would talk about there is a lack of oversight and regulation of these organizations and the emotional manipulation of Sarah McLachlan commercials. You could assure the sociologist that this in fact is a wonderful animal rescue, and the sociologist will talk about how veterinary services in the United States cost more than in other parts of the world, and then launch into a discussion of the lack of healthcare overall. We are exhausting. But the critical thinking element is nevertheless important, because through critical thinking and critical analysis, progress and improvements can be made. The person who joins me today on Experience by Design is neither a sociologist nor annoying, but is a critical thinker and thought leader in his field. Andrew Carothers has had a long career in customer experience, and has some perspectives to share about its past, present, and future. In his opinion, customer experience is in its teenage years, a kind of awkward adolescence where it is trying to find its identity. In finding its way, it also has to find ways to define its importance and relevance to organizational success and culture. We talk about the need for CX to go beyond the metrics it has, but also find other metrics that matter. Andrew discusses the need to put CX more centrally into strategy. We also explore the implications of artificial intelligence for customer experience as a feature and a profession. Andrew emphasizes that good enough is often good enough, especially if that is all that customers want. Finally, we explore how keeping customers is easier than getting customers, and that CX can provide the path to do so, but only if it continues to grow up. Andrew Carothers LinkedIn: https://www.linkedin.com/in/andrew-carothers/

One of the things that I have come to thoroughly enjoy as a type of past time is the learning about the history of World War II in the Pacific theater. A book that I have been listening to recently is “Japanese Destroyer Captain” by Captain Tameichi Hara. It is amazing listening to give a version of things from the perspective of a Japanese naval commander who went through the Imperial Japanese Naval college at Etajima and then saw action across the war. Getting a sense of what that experience was like from his point of view very much helps to get a greater overall understanding of the war because after all, history is about perspective.I felt the same way about the book “D-Day through German Eyes.” Perspective switching is a vital skill and ability because it allows us to get outside of our own world view and take the position of others. My guest today on Experience by Design knows all about telling stories, and also all about the navy. Christian Lachel started his career in the US Navy in special warfare and special forces. But an injury curtailed that career and led him to attend the ArtCenter College of Design, where he also taught. His background in design, storytelling, and media and history eventually found him at the company BRC Imagination Arts, where he is now Chief Creative Officer. Christian has been involved in creating 5 USA Pavilion Exhibits at World Expos, which requires crafting what story to tell about the United States. This includes the USA Pavilion currently in Osaka, Japan. He also has worked with the Henry Ford Museum and the River Rouge plant, which if you know labor history has special meaning regarding the rise of unions and collective bargaining. We talk about how storytelling is about bringing together perspectives and capturing different points of view. He emphasizes the importance of deep listening and research with all stakeholders to make sure their voices are included. We also discuss how that story has to be distilled in a way that audiences will be entertained and engaged. Christian is focused on what we can create collectively as a community and world when we work together toward a common goal, and hope that this is what is communicated through his work. The importance and power of the experiences he helps to create is to provide that shared meaning which resonates individually and brings people together collectively. Christian Lachel LinkedIn: https://www.linkedin.com/in/christianlachel/BRC Imagination Arts: https://www.brcweb.com/USA Pavilion Osaka 2025: https://www.expo2025.or.jp/en/official-participant/united-states-of-america/