Users or audiences. Content or copy. What’s your word choice?

Something weird happened when I decided to drop ‘tech’ from my career identity a few months ago. I developed an aversion to the word ‘user’. I didn’t suddenly hate the word, but I noticed I was swapping out ‘user’ for ‘customer’ or ‘audience’ whenever I spoke. It got me thinking (oh noes) about the job
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There can’t be great UX without great content

Back when I was an idealistic content-focused designer in a financial rewards UX team, I had this crazy notion that content needed more thought than the last-minute rush from whichever marketer was available right before launch. Sometimes I won the argument to get involved in projects earlier, many times I didn’t. Trying to convince upper
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TSB in crisis – where did the humans go?

If you’re a TSB customer like me, you went into the weekend on 20 April thinking that the bank’s planned online downtime was a routine upgrade of their online banking. You certainly didn’t expect to be locked out of your account indefinitely. But here we are. There have been some great articles covering the meltdown,
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Stop talking about digital transformation. Talk to your people.

If you’ve been avoiding all news for the past three years (I’m jealous, by the way), we’re undergoing a crazy pace of change in almost every major part of our business and personal lives. A lot of this change is driven by technology, but some of it is because of slicker business strategies. The world
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