Every day we have to make a decision between what you want to do, what you can do and what’s actually good for you. Whether you realise it or not Desirability, Viability and Feasibility (DVF) applies to almost any situation. From deciding what to order from Deliveroo down to what kind of services to offer customers, these 3 lenses are equally crucial in reaching the optimum result. When designing and delivering products, every decision brings a trade off and walking that very thin line is what leads to success. Product is the tie bringing together experience, business and technology and…


Working in digital development we’re in a fiercely competitive space to deliver good stuff quickly (to put it simply!). Digital organisations are constantly transforming the way they work in order to meet the pace of change. As more businesses embrace Agile, the concept of an MVP has huge potential but to make it land successfully you’ll need to understand the value it brings whilst managing the risks.

A key principle of Agile is to define a Minimum Viable Product, narrowing down on scope to build fast, release fast and learn fast. It’s centred on prioritisation, understanding the many possible features…


The path to being more mindful isn’t about changing yourself completely; it’s about turning your weaknesses into strengths.

Photo by Callum Shaw on Unsplash

In today’s rat race we find ourselves on the infinite treadmill to get to the next thing, but rarely do we focus on where we are right now. Our minds are almost set by default to think about the future rather than the present — like scrambling around your plate for the next bite before savouring the taste already in your mouth.

As many a mindfulness and self-help book will tell you, the key to a healthy mind and happier life is being present in the moment. …


When it comes to customer experience, we’re never in a static state. People and their behaviours are constantly shifting so businesses, and the services they offer, should too. But who are we adapting for?

As a millennial myself, I can hold my hands up and say we’ve talked about this demographic perhaps too much. But fear not, because their successors have overtaken us. The Gen Z cohort, born between the mid-1990s and early-2000s have entered adulthood, meaning a new wave of consumers for businesses to welcome and marketeers to target. How can retailers not only keep up with this change…


When it comes to customer experience, omnichannel is a term that’s often overused but misunderstood. A strapline in many strategies but in reality is rarely realised. In short, it’s how individuals move across channels and between devices engaging in different interactions (or touchpoints) with a brand that enable them to complete some sort of a journey. Some companies believe that simply being present in a number of channels ticks the omnichannel box. Rather, it is about how well those channels are integrated in order to provide a seamless, elevated experience. Achieving an optimised experience is hard to master but not…


My Dad: “What happens if someone knocks on the door?”

11 year old me: “Don’t answer it”

My Dad: “And what if you hear a burglar down stairs?”

11 year old me: “Call 999”

Skip forward a decade or so….

25 year old me: “Shout out for Alexa?”

In a world where hyper-convenience is now the norm, it’s a real challenge for brands to offer an experience that adds that extra inch of benefit…. Enter voice technology. Over the last few years we’ve opened up our homes to some new guests. Alexa, Siri and Echo to name but a few…


Working in digital delivery, I’ve heard that question time and time again but it’s a valid thing to ask. With a shift of focus to “products”, brings a new mental approach to work. That, and an unforgiving similarity in acronym, has led to some confusion over the PM vs PM roles. Here’s where the confusion has come from, how you can differentiate between the roles and why you need both.

The Product mindset

Firstly, the issue comes from a mindset shift of how we approach digital development. A product, in this sense, is a digital service be it a new platform or a…


Subscriptions schemes are turning traditional products into ongoing services in order to meet peoples’ ever-increasing needs. For customers, they offer a seamless experience with added convenience and at discounted prices. For businesses, they provide recurring guaranteed revenue and build deeper customer relationships. From magazines and media-streaming, to the majority of the CPG industry, subscription schemes are proving increasingly popular, but are they always good? Here are 9 examples of these products-as-services in action, with some valuable lessons — what to do, how to do it and what to avoid!

The good

1. Identify the pain points to optimise the experience

Harry’S Shave Plan are a great example of a carefully crafted…


My heart races as the subtle movement of my index finger causes a mirage of colours to come crashing down. I feel a surge of serotonin tingle up from my fingertips to my face as I witness the depiction of a real life Skittles rainbow. I hear the echos of a cheering crowd as positive affirmations flash on the screen.

I’ve just completed a nightmarishly hard level on Candy Crush™.

As a small smile curls at the edges of my mouth, I catch the eyes of another morning-commuter. The warm fuzzy feeling, like melted wax running through my body suddenly…


Don Norman first coined the term User Experience in 1993 and in the last 26 years, UX has exploded. It’s now a vital capability for brands and it’s forecasted to total 100 million jobs by 2050. It’s misunderstood by many to solely be the interactions on a screen to get from A to B. But UX is about human-centred design, no matter the product nor the audience, creating services that help people in one way or another. In essence, it’s extremely important for any business that wants to stay relevant!

The Nielsen Norman Group are one of the leading UX…

Rhiana Matthew

I write about things from digital trends & customer experience to mindset & mental health. With a dash of #tech4good. Bit of a mixed bag really.

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