Author: Jenia Espe

Committed CX practitioners design for people as they are, not as we wish them to be. Yes, it would be great if people were completely rational decision-makers, but social science has shown us time and time again that they aren’t. Our understanding of people is always...

This post also commemorates Ellis Marsalis Jr., legendary New Orleans musician, who died yesterday from complications from COVID-19. Preamble: I learned about jazz from my father - a Soviet engineer who designed a new generation of cockpits for the Ilyushin planes. He also was an amateur...

Cognitive entrenchment is the act of experienced groups becoming rigid under pressure and regressing to what they know best. Most of us suffer from it. For example, when experienced accountants were asked in a study to use a new tax law for deductions, they did worse...

People who work in financial services are generally highly financially literate. Managing money, sticking to a budget, and understanding the basics of customer finance seem to come naturally to them.  Since they understand the world of finance so well, it is often difficult for them...

We offer workshop and training to companies and individuals that aim to help foster innovation and centered around design thinking. Here is some of what we covered in the past year. We recently trained several regional banks,  the leadership of the City of San Antonio as...

2018 was a busy year for us! Here are a few of our favorite examples of what we taught in 2018. Built to Serve: SA Youth This semester (Fall 2018), we have been teaching “Built to Serve: SA Youth.” In this hands-on introduction to design thinking,...

The Human Factor At a recent Board presentation for a regional bank, we explored the importance of qualitative insights in the rapidly-growing world of numbers. Numbers are important, but we must never lose sight of the human factor! Impostor Syndrome   In a presentation on the impostor syndrome...