🚨 When do customers drop off?

❌ Right after purchase – “What now?”
❌ After delivery – “What if I have questions?”

No follow-up = uncertainty = lost trust.

✅ Give clear next steps
✅ Check in post-delivery
✅ Show you’re there beyond the sale

Good customer experience builds lasting relationships.

So every time I’m reading a great book (aka daily), even a slight distraction feels like someone snatching a plate of great food from me right before the first bite.

AI is changing CX—instant responses, zero friction. But if AI is everywhere, trust makes the difference. Winning businesses:
✔ Are transparent
✔ Put people first
✔ Keep human service alive

AI enhances CX, but real trust comes from genuine understanding.

How do you see AI shaping CX?

Recent research shows how 50y+ job candidates are seen as less trainable, tech-savvy, flexible, and more costly by recruiters. But are these assumptions actually true? As a user researcher, I’ve seen how testing can challenge common beliefs. What experiences or thoughts do you have on this?

A bus with kids got stuck on train tracks in Belgium. The driver saved them all before a crash—but the railway blames him for not calling their very specific emergency number fast enough. In panic, who recalls the right hotline? Let’s design systems that work under pressure, not blame heroes.

Thank you! I'll check it out!

We're planning to attend some #UX conferences in 2025, like UXInsight in Leiden, UX London 2025, and maybe UXDX EMEA in Berlin.

Does anyone have any recommendations?

BMW drivers don’t signal, men can’t multitask, women can’t park, and local fries are the best. 🍟

But is it true? Confirmation bias makes us notice what fits our beliefs.

As an entrepreneur, this bias can shape your decisions.

What assumptions do you catch yourself making? Share them 👇

Great tips, thanks for sharing!

User research: not just for big companies. Before you build, ask: does it solve the real problem? Skipping this step could mean wasted time & money. Even a chat with a small group of users can save your project. Curious how to start? Let’s talk! 💬

Spot on! Nothing says 'we value your security' like designing a password form that actively works against the user. Blocking copy-paste and not letting users see both passwords at the same time just makes everything harder for no reason.

Ever opened Instagram, started reading a caption, and BAM—new content pushes the post you were viewing out of sight? That was the ‘rug pull’ feature. Not a bug, just bad UX. Thankfully, IG listened and removed it. Scrolling just got a lot less frustrating! 🙌