In this episode, we break down what user experience actually means — and it's not what most founders think. UX isn't your app's color scheme or button placement. It's the entire chain from first contact to renewal, and every gap in that chain is costing you customers you'll never get back.

Anthony Franco, founder of the world's first UX agency, joins Stephanie and Chris to unpack the most common UX mistakes founders make: building for themselves instead of their users, confusing pretty design with functional design, and optimizing for surface requests instead of root causes. You'll hear the story of the refresh button that revealed what users actually needed, why churn is always a late warning signal, and how design thinking is becoming the only real differentiator in an AI-saturated market.

Whether you're building software or selling services, this conversation will change how you see every customer interaction you've ever designed.

Keywords: user experience design, UX for founders, product design, customer experience, design thinking, AI product design, user research, product management, founder mistakes, UX strategy