mapping user flows on paper

Don’t Redesign Your Website, Redesign Your Member Journeys

I read a lot of Website Redesign RFPs (request for proposal). They almost always focus on the need for better navigation, a great search, a content management system (CMS) with lots of functionality, a better mobile experience, yada, yada. Here’s the problem with these RFPs: they almost always focus exclusively on the website and CMS. […]

How Do You Create a 7-Star Member Journey? Lessons from Brian Chesky, CEO of Airbnb

A couple of months ago, I listened to an interview with Brian Chesky, CEO of Airbnb. Brian talked about how he and his team did a brainstorming exercise where they imagined what a 7-star, 10-star, even a 12-star experience on Airbnb would be like. Wait, aren’t star scales always five stars? What the heck is […]

boy on tablet

Even Your Kids Need a Password Manager

I’ve blogged in the past about password managers and why I think everyone needs one. Yes, everyone. Even your children. Not convinced? I asked my 8 year old about his various online accounts. Turns out he’s got about a dozen accounts already, between Spanish, Math, school blog, Minecraft, Fornite, etc. How does he remember them? […]