Despite being part of the same family, these two siblings have some very real and important differences.

Image of an urban LGBTQ+ march for inclusivity and diversity
Image of an urban LGBTQ+ march for inclusivity and diversity
Photo by Erin Song on Unsplash

Accessible Design and Inclusive Design are not new concepts; they have both been around almost as long as the web itself, but they seem to be especially hot topics in recent years and with very good reason. Along with other human-centered concepts such as Ethical Design and Responsible Design, they form a vanguard of design practices and thinking that mark an important shift for designers: A shift away from designing for the companies or brands that pay our salaries, and towards designing for the actual people who use the things that we design.

The surge in popularity of these terms…


Unlocking the kind of empathy and insight that allows you to deliver game-changing customer experiences

A woman in a group meeting asking a question
A woman in a group meeting asking a question
Photo by Antenna on Unsplash

Last week I wrote about one of the best customer experiences I have had in a very long time. I talked about how the best experiences are built around excellent products or services, and how incredibly powerful a company’s well-placed belief in their own product can be. The comfort and security of knowing just how good your offering allows you to take huge leaps of faith and helps you feel more comfortable making difficult decisions.

Obviously having a top-quality product (and believe in it) is just the beginning; to deliver the kind of exceptional customer experiences that can disrupt an…


Ecosa: A masterclass in delightful customer experience

Photo by Kate Stone Matheson on Unsplash

I recently had one of the best customer experiences that I have had in a very long time. Possibly in forever. You know that warm fuzzy feeling when a company, product, communication, customer service and everything else aligns so perfectly that you honest-to-god can’t think of a single way it could have been improved?

Yeah I didn’t either until a few weeks ago.

For the past few years, I’ve suffered from a mildly irritating but slowly worsening lower back problem. It’s not a big deal, and for the most part is pretty much dormant, but flares up any time I…


These last few weeks have been a disturbing and turbulent time here in Aotearoa New Zealand, and yet amongst all of the grief and horror, the leadership of our government, and of prime minister Jacinda Ardern in particular has provided a shining light of hope in a time of darkness. Her leadership and compassion have helped to bring order to chaos, to comfort those grieving for lost loved ones, and set a course that helped millions navigate their way through uncertainty and helplessness.

Her readiness to rightly describe the attack as a terrorist act and to condemn white supremacy in…

Lee Young

Designer. Coach & Mentor. Nature lover. Coffee-cianado. Runner. Baker. Writer. Explorer. Pizza Fiend. Surfer. Carpenter. Dog Person. Wild Swimmer.

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