Experience by Design

I think it is part of getting older that you start to think of your past not as one singular life, but a series of lives that have culminated into wherever you are at the moment. The passage of time allows for that perspective, but I suppose a five year old is going to think in similar terms of where did the time go, it was just yesterday that I was four (which in fact, it was). We all go through episodes and identities and phases,...

It is indeed an exciting time to be alive. I’m not talking about AI, but OTAs, or Organized Team Activities in the National Football League. Non-contact football practices have just commenced. Our hometown heroes the New England Patriots are coming off a very successful season, which unfortunately ended in the Patriots getting shellacked by the Seattle Seahawks (so much so I stopped watching the game). 

If Patriots fans ...

For regular listeners of Experience by Design, you’ll know that I have had a bit of travel of late. London. Florence, Italy. Even Lake Placid, New York. To be honest, I don’t like traveling. I like being places, but don’t love the process of getting there. I don’t think I’m alone in that feeling. Travel can be taxing. Being there should be enjoyable. Or some might say an experience.

Hospitality is a bi...

I just got back from the Customer Alpha event that was part of the broader FTT Embedded Finance, Payments, and Future Identity event, put on by VC Innovations. It was the first time I’ve spoken publicly about my concept of THE UN-WOW, focusing our efforts more on everyday mundane experiences rather than transformative metamorphic experiences. There is more to it than that, so stay tuned for updates as I work on a book on THE ...

I’m off again. This weekend I’ll be heading to London for the Customer Alpha event, where I’ll be delivering the keynote for the conference. “Customer Alpha is a leading customer experience event bringing together a cross-industry community of professionals who never stop striving to better understand and deliver for customers.” How cool is that! I’m excited to be there, and talking about my conc...

This last week of being back from Florence has given me a chance to reflect a bit on he experience of not just being in a foreign country, but being in a completely different kind of physical environment. By that I mean, the city of Florence, or more specifically a city where I was walking everywhere. The origins of Florence date back to around 59 BCE. From that time, the city has continuously grown and evolved to what it is today....

I am back from my trip to Florence, and am covered in history. It is impossible to go to Florence and not be. Unless you are a college student who is doing study abroad and only know about Rafael, Donatello, Michelangelo, and Leonardo from the Teenage Mutant Ninja Turtles cartoon and movie. It was kind of crazy to be able to walk around and casually see works of art from the 1300s. It is easy to say things like “Florence is t...

By the time that you are listening to this, I should be in Florence, Italy visiting my daughter who is studying abroad. I’ve never been to Italy, and by extension of that I’ve never been to Florence, so there is going to be a lot to experience while there. Hopefully there will be some fun tales to tell afterwards!

Having stories to tell is different from being able to tell stories. It is an art to be able to tell a good...

I don’t know about you, but I find the cereal aisle to be a pretty wondrous place.  We’re all probably pretty used to it, but just imagine the cereal aisle from the perspective of a person who has never seen it before. It’s a lot. I mean, how do you pick a cereal when you don’t know what each of them has to offer. 

Of course, this is where marketing comes in. 

Marketing is that thing that trie...

I have long taken an interest in, and even done research on, this idea of “labor-saving technology.” Maybe it is because I had a front-row seat to a lot of the technological transformations that we now pretty much take for granted. 

In ninth grade, I had a typing class on fully manual typewriters, the kind where the keys would jam and you had to whack the return bar. Good times. The next year, the school installed ...

It was quite the weekend for Nordic skiing in the United States. The World Cup visited Lake Placid, NY, and I was there along with 14,000 plus other spectators to take it all in. We saw some of the biggest names in cross-country skiing take to the line and race in the snow and even in the rain. As an avid Nordic skier, it was awesome to see it all happen in a location that I have skied (although at much slower speeds). 

One of...

Well we did it, folks! Experience by Design podcast has hit 25,000 downloads. I don’t know what all that means in real terms other than a lot of you like to listen to this on a regular basis. First, that’s a testament to the great guests who spend their time talking with me about their lives and their work. Second, it is a testament to you for being interested in these stories and the field of experience design. Third, ...

You probably know that there are a lot of podcasts out there to listen to. By one estimate, as of January 2026 there are 4.58 million podcasts. That’s a lot of people churning out content that runs the gamut of topics and guests. If you look at the podcast stats, you also will see that nearly one-third of podcasts are 20-40 minutes in length. 

Which makes Experience by Design stand out in a somewhat unique way in terms o...

Once again, we are living in a time of military conflict. It seems like it is something that is inescapable, which is enough to make one who wishes for better to lose hope that it is possible. It can start to feel pretty overwhelming given the amount of suffering that continues to go on without reprieve. 

This once again introduces the central importance of dispute and conflict resolution in our lives. It also emphasizes the i...

The 2026 Winter Olympics are now over, and it was great to watch. As always, there are a lot of compelling stories that happened. There are stories of triumph and disappointment, as it goes with sports. It is hard to imagine putting so many years of your life into something to have it all turn on minutes or seconds. 

There were a lot of athletes that were projected to win gold, including Jessie Diggins who is the greatest US c...

Although I often describe myself as a sociologist, my academic foundation began with psychology—I completed a dual major in psychology and sociology. One of the courses that most shaped my early thinking was Industrial/Organizational Psychology. At the time, I struggled with what felt like a top‑down, management‑centric approach. I even recall asking the professor whether the field existed mainly to validate decisions leaders...

If you’re a sports fan, a winter fan, or an Olympics fan, this is a great time of year. I’ve been watching the Olympics—especially the Nordic skiing events, since cross‑country skiing is one of the activities I really enjoy. The United States has had some impressive results, including Ben Ogden winning a silver medal, Jessie Diggins earning a bronze, and several other standout performances. It’s inspiring to...

One of the challenges of getting older—especially for men—is meeting people and forming new friendships. Social connection is a fundamental human need, yet the demands of work, responsibilities, and constant distractions make it difficult to create the time and space for meaningful relationships. A recent Pew study found that men and women report loneliness at similar rates. However, women are more likely to lean on the...

This past weekend, I had the pleasure of attending an RV Expo in Worcester Massachusetts. I’m not looking for an RV, but am generally RV curious. I find the concept of an RV pretty interesting, and I have to say that walking about the expo revealed the range of designs that exist in the RV market. Different sizes, different features, slide outs, Fifth wheels, hitches, toy haulers, so much to take in at once given that I am a ...