“The key to artificial intelligence has always been the representation.” — Jeff Hawkins

It’s entwined with daily life. Think chatbots, email response suggestions and streaming service recommendations.

Important realisation: ever-present does not equate to well-executed. A considered, customer-centric user experience design (UX) strategy needs to play its part. Getting this wrong makes AI more of a hindrance than a helper.

Use AI to learn your users, then serve them AI that understands them

You can use AI to tap into your users for clues on how to give them what they want. The more information you gather about someone and…


Getting your mobile presence right is an ever-changing challenge. When it comes to websites, the small screen experience can fall a flat and native applications are equal parts time consuming and pricey.

Progressive Web Apps (PWAs) are here to bridge the gap. This tech makes sense as your next strategic step if you’re after an immersive full mobi-screen experience, push notifications and offline availability.

Going this route gives your users a best-of-both-worlds experience because PWAs behave like apps, minus the associated barriers.

With only one codebase that needs to be built and maintained, compared to multiple versions for various operating…


Getting your mobile presence right is an ever-changing challenge. When it comes to websites, the small screen experience can fall a flat and native applications are equal parts time consuming and pricey.

Progressive Web Apps (PWAs) are here to bridge the gap. This tech makes sense as your next strategic step if you’re after an immersive full mobi-screen experience, push notifications and offline availability.

Going this route gives your users a best-of-both-worlds experience because PWAs behave like apps, minus the associated barriers.

With only one codebase that needs to be built and maintained, compared to multiple versions for various operating…


Admin-heavy tasks consume more time than they need to. Life’s busy enough and the tools to help already exist.

AI, bots and other digital advances have left plenty of industries with large, unnecessary gaps. Customers’ eyes have never been more open to the fact that, actually, things can run a lot smoother and in their favour. It’s no wonder that 38% (expected to grow to 62% by 2020) of enterprises already use AI, according to Emerj.

Much of life’s repetitive admin is well overdue for a major overhaul. Don’t pretend you’ve never forgotten to renew your driver’s license. The very…


Computers are better and faster learners than humans. They can repeatedly perform tedious tasks, get better at them and, best of all, not complain. Why not use them to improve your staff’s productivity?

We’re all for automation when it comes to menial duties that have most humans pulling their hair out. It only makes sense to apply it to industries where it can have an impact and disrupt the age-old way. It’s time.

Let’s look at insurance — something no one wants but everyone needs. On-boarding and making policy changes is a cumbersome process made even more so by human…


When do we want insurance? We don’t. When do we need it? Inevitably. This is why we psyche ourselves up and submit to the necessary task of engaging with a call centre agent for a protracted length of time.

There must be another way, right? The dull drill of a sales consultant talking you through too many questions about your vehicle and/or household contents and offering you broker-determined premium and excess amounts that match your ‘unique’ risk criteria is on its way out. How? Digital technology. Why? It’s a win-win for consumer and company.

Digital vs. the call centre

Fast…


“User experience is everything. It always has been, but it’s still undervalued and under-invested in. If you don’t know user-centred design, study it. Hire people who know it. Obsess over it. Live and breathe it. Get your whole company on board.” — Evan Williams, CEO of Twitter

Thanks to the carefully-constructed and well-researched field of user experience design (UX), people using tech follow certain predetermined paths. Although perhaps without realising it (which is kind of the point), they’re constantly being guided towards their next click, tap or eye-controlled movement (it’s coming). …


In comparison to first-world countries, customer service in South Africa is one giant pothole. Tasks that could, and should, be fast and easy are about as pleasant as root canal treatment.

Take banking as an example. The queues are onerous, the processes manual and overworked, and ill-informed staff struggle to solve our problems. Endless back and forth explaining of things to different people and too many fruitless phone calls make for an almost traumatic experience.

Is there a seamless, time- and sanity-saving solution? Yes — removing the human element in favour of intuitive do-it-yourself systems is the way forward.

We…


No matter what kind of business you’re in, you need to reach out and talk to your audience. Whether or not you’re already doing this, it’s time to take a step back and think about how you want to get your message across.

We’re all people here. Your audience isn’t a distant well-targeted pool of cash. They’re human beings that need to be seen and heard. Rule #1: Talk with them, not at them.

All the content you produce needs to be audience- not brand-centred. The two are easy to tell apart. …


The way we use and understand the internet is changing. We’ve long surpassed the first wave and are just about done with the second. On the cusp of the third, we’re about to face a whole host of new opportunities and challenges.

Are you ready?

A new internet is coming

As the Internet of Things (IOT) comes into play, platforms will change. Drastically. Devices will become ‘smart’ and gadgets we haven’t even imagined yet will be integrated into our lives.

According to Steve Case, author of The Third Wave, even talking about things being connected to the internet will become…

Cavalry

We’re a user experience design and software development agency based in Johannesburg, South Africa.

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