I'm passionate about human-centred design, and that great products, services and experiences come from engaging directly with end users and asking the right questions.
Brands talk about touchpoints, platforms and channels but customers don't. Customer's have needs that they expect brands to answer. They don’t forgive a complicated returns process, a disconnected app or even a member of staff having a 'bad day’.
Customers will always choose the path of least resistance. If you can’t give them the experience they've come to expect, then another brand will.
My aim within a project is to always understand the customer's wants, needs and expectations and then do everything possible to exceed them. By doing so, products, services and experiences are created that customer's actually need, want and love.