How COVID-19 is teaching businesses to think outside the box and improve experience design.

Men with a mask looking trough a window with a hope of a better future.
Men with a mask looking trough a window with a hope of a better future.
image by Sumit Choudhary

Local businesses will need to adjust and there is no one-size-fits-all model.

We are witnessing several small local businesses and even some established big players crashing mostly because they have no plan B besides closing their stores or seeing their services overloaded. But some smart responders have found alternatives and new ways to adapt and improve their customer experience (CX) strategy and are flexible and prepared enough. At the same time the ones that have been prepared already, like online retailers are facing double-digit sales volume increases. Taking the right action is crucial now for business survival and to retain or even gain new customers. But where to start?

Think local instead of global.

There are lots…


User sitting in front of a laptop, feeling lost and spending a lot of time in finding a solution.
User sitting in front of a laptop, feeling lost and spending a lot of time in finding a solution.
image by Maria Petrova

Most organizations today are focusing on offering multiple channels for users to interact with their business, but that isn’t enough.

Seamlessness has been around for some time. Sadly I still call it buzzword but many organizations still suffer to be able to implement it in the correct way, but only a few have been able to make it happen.

Where is the fail?

No holistic view of the user journey can be one of the main reasons, besides as well most of the time the problem comes from the internal organization, where several product teams have a lack of understanding and communication.

As an…


2019 was a year marked by reflecting on design ethics, dark mode becoming part of most of the products, personalization no longer being a buzz word and Figma seriously competing with Sketch. Taking into account some of this year’s strongest revelations and scanning what seems to be on top of the industry’s mind at the moment, here is a forecast of what I see as the 10 strongest trends for 2020.

image by Anatolii Babii

1. Voice interface, clear and definitely here.

In 2020 we will see the growth of voice search. The recent studies show that using voice as interaction is becoming the standard in daily life. Voice technology is getting smarter and adapting to the natural conversational language, bringing a new way of interaction that a text search never could.

Nuno Marcelino

Product Design Director made in Portugal and based in Berlin who loves to create beautiful and useful stuff. www.nunomarcelino.net

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