In this episode, I chat with Thomas Wilson, a veteran service designer, who challenges the conventional product-first approach in software and highlights the importance of broad, strategic thinking in design.Is the software industry focusing too much on products?

Thomas Wilson thinks we’re ignoring the value our core services bring.In this episode, I chat with Thomas Wilson, a seasoned design veteran with a deep understanding of human-centered UX. Thomas has some concerns with the way software is being designed and built right now, but it’s not all bad. There are some things we can do to ensure we build the right thing.It all starts with the concept of the “Iceberg of Ignorance,” revealing how only a fraction of organizational problems are known to top executives. This is a problem when the people at the top start making decisions without much insight into the actual problems. This ultimately leads to misguided product-level decisions.Thomas emphasizes the pitfalls of a product-first approach, by highlighting its limitations in addressing user needs and the broader scope of services. He critiques the trend of minimizing the role of design leaders in favor of product-driven strategies.His fix? Embracing the essential role of service design in creating comprehensive services and experiences. He argues for the integration of CX and Service Design into broader business strategies. This requires a shift from simple usability to a holistic service design approach. This is where true innovation and user satisfaction lie.Our discussion also explored the potential of designers in product management roles, where their human-centered expertise will greatly influence product development. Thomas addresses the challenges faced by UX professionals in current industry practices. He advocates for a more empowered and strategic role for service designers.These insights provide a fresh perspective on the role of design in shaping not just products, but entire service ecosystems. Thomas’s vision for a design-led approach to business strategy resonates with anyone passionate about creating meaningful user experiences.Topics:• 07:26 – Iceberg of Ignorance• 08:35 – We aren’t sharing from the bottom• 10:53 – What’s wrong with Product First?• 17:03 – What’s wrong with calling everything a product?• 19:01 – Usability is surface design• 22:21 – Focusing on product stops working when services span products• 26:17 – The service exists whether you design it or not• 28:48 – Service Designers zoom out and zoom in as needed• 30:03 – Designers would make great product managers• 31:25 – What’s wrong with players/coaches?• 39:24 – Things are broken, but how can we fix it?• 49:03 – CX vs UX• 58:56 – Understanding power and influence and stakeholder management

This week, Edward Chechique joins me to discuss rethinking design careers, ditching outdated career advice, and learning how to survive (and thrive) in 2025’s chaotic job market. We talk layoffs, AI, content creation, side hustles, and redefining what it means to be a UX pro today.

What if your job title doesn't define your career? What if your "career" wasn’t the point at all?

We were told that if we worked hard, got good at UX, and built a solid portfolio, we’d be fine. But in 2025, none of that seems to be working. In this episode, I sit down with Edward Chechique to talk about what happens when the traditional path to career success just… stops working.

Edward has been laid off, ghosted, and judged by hiring managers who didn’t get it. So he stopped waiting. He built his own path—from writing and content creation to launching products and teaching others how to use AI to work smarter. This isn’t a fairytale story about becoming a millionaire. It’s about regaining your agency and deciding what you want from your career.

If you're tired of trying to fit into boxes that never seemed to fit quite right, this episode is your permission slip to stop waiting for the industry to come save you—and start building a version of success that actually works for you.

Topics:
• 02:46 - Redefining Careers in Design
• 03:17 - Interview with Edward Chechique
• 04:59 - Edward's Journey in Design
• 09:10 - Navigating the Job Market
• 13:32 - Adapting and Diversifying Skills
• 16:24 - Entrepreneurial Mindset and Self-Employment
• 27:10 - Challenges and Realities of Self-Employment
• 30:38 - Entrepreneurial Upbringing vs. Traditional Employment
• 31:55 - Navigating Financial Uncertainty
• 33:33 - Saving Strategies and Lifestyle Choices
• 38:49 - Cultural Shifts and Economic Impact
• 41:42 - Closing Thoughts

Helpful Links:
• Connect with Edward on LinkedIn
• Watch Edward on YouTube
• Follow Edward on Medium

---Thanks for listening! We hope you dug today’s episode. If you liked what you heard, be sure to like and subscribe wherever you listen to podcasts! And if you really enjoyed today’s episode, why don’t you leave a five-star review? Or tell some friends! It will help us out a ton.If you haven’t already, sign up for our email list. We won’t spam you. Pinky swear.---Support our sponsors!Ok web designers. Let’s talk about the “c” word—creative burnout.You’re working on a site for a really big client, but between resourcing, feedback, tight budgets and even tighter deadlines—it doesn’t make the cut. Wix Studio helps close that gap, so you can deliver your vision with less friction. Built for agencies and enterprises, you get total creative control over every last pixel. With no-code animations, AI-powered tools, reusable design assets, advanced, intuitive layout tools and a Figma to Wix Studio integration, you can design the way you want to and deliver when you need to.And if you’re worried about the learning curve eating into time you don’t have—don’t be. Wix Studio is intuitive by design, so your entire team can hit the ground running.For your next project, check out ⁠⁠⁠⁠⁠⁠⁠wixstudio.com

Discover how Stefon Towler's 5/15/5 framework transforms stakeholder relationships by understanding what truly drives decisions. Learn a systematic approach to uncovering stakeholder priorities and crafting messages that resonate with decision-makers at every level.

What if you could predict exactly how your stakeholders would respond to your ideas before you even present them?

Stefon Towler brings deep insight into the psychology of stakeholder decision-making, revealing how understanding their true priorities can transform resistance into support. His practical approach helps teams move beyond surface-level presentations to create genuine alignment with stakeholder needs.

Throughout our conversation, Stefon breaks down how his 5/15/5 framework helps teams understand the real motivations driving stakeholder decisions. He shares examples of how teams have used this approach to transform their relationships with executives, product managers, and cross-functional partners.

Whether you're trying to influence process changes or secure buy-in for major initiatives, this episode provides actionable strategies for understanding and aligning with stakeholder priorities. Listen now to learn how to move beyond presentations and start creating true stakeholder partnerships.

Topics:
• 04:17 – Stefan’s Journey and the 5-15-5 Framework
• 07:09 – Applying the 5-15-5 Framework
• 11:50 – Finding the Right People for Insights
• 18:42 – Identifying Patterns and Crafting Messages
• 33:53 – Reaching Out on LinkedIn: A Journey to Mentorship
• 34:56 – The Importance of Providing Value in Networking
• 36:30 – Improving the QA Process for UX Design
• 38:43 – Identifying Key Players and Crafting a Guide
• 48:33 – Iterating and Testing Messages
• 51:03 – Common Pitfalls and Tips

Helpful Links:
• Connect with Stefon on LinkedIn
• Insight & INNOVATE

---

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Ok web designers. Let’s talk about the “c” word—creative burnout.

You’re working on a site for a really big client, but between resourcing, feedback, tight budgets and even tighter deadlines—it doesn’t make the cut. Wix Studio helps close that gap, so you can deliver your vision with less friction. Built for agencies and enterprises, you get total creative control over every last pixel. With no-code animations, AI-powered tools, reusable design assets, advanced, intuitive layout tools and a Figma to Wix Studio integration, you can design the way you want to and deliver when you need to.

And if you’re worried about the learning curve eating into time you don’t have—don’t be. Wix Studio is intuitive by design, so your entire team can hit the ground running.

For your next project, check out ⁠⁠⁠⁠⁠⁠wixstudio.com

Explore how one successful project can create an unrealistic aura of perfection around team members, leading to skewed judgment and potentially risky decision-making in professional settings. Understanding the Halo Effect helps teams make more objective assessments.

Have you ever wondered why some team members seem to get a free pass on everything after one big success?

In this episode of 'The Cognition Catalog,' we dig into the halo effect, a cognitive bias where a person's success in one area influences our perception of their abilities in other areas. Learn how this bias can impact decision-making and team dynamics, and discover strategies to mitigate it. Join us as we examine real-world examples, historical origins, and practical tips to avoid falling prey to this common perceptual error.

Topics:
• 00:10 - Introduction to the Halo Effect
• 03:07 - Understanding the Halo Effect
• 04:41 - Impact on Software Teams
• 05:49 - Combating the Halo Effect
To explore more about the Halo Effect, don’t miss the full article on the Cognition Catalog!
Don’t forget to subscribe to the newsletter to be the first to know when new episodes drop!
Join me every week for insights on a new cognitive bias!

—

Thanks for listening! We hope you dug today’s episode. If you liked what you heard, be sure to like and subscribe wherever you listen to podcasts! And if you really enjoyed today’s episode, why don’t you leave a five-star review? Or tell some friends! It will help us out a ton.

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• ⁠⁠Get a FREE audiobook AND support the show⁠⁠

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• ⁠⁠Subscribe on Spotify⁠⁠

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This week, I have a candid discussion about the disconnect between UX design education and real-world practice with Joe Natoli. Joe shares insights on why traditional UX education falls short and reveals what it really takes to succeed in corporate environments beyond just following design processes.

What if everything you learned about UX design in school was only 40% of what you actually need to succeed in the real world?

Joe Natoli brings three decades of experience helping product teams achieve dramatic results through strategic design and UX improvement. In this episode, he tackles the significant disconnect between how UX design is taught and how it’s actually practiced in the corporate world. Joe explains that while design schools and bootcamps focus heavily on process and methodology, they often miss the crucial organizational and business aspects that make up about 60% of a UX designer’s actual job.

Through his work with industry giants like Meta, Google, and various government agencies, Joe has observed that success in UX isn’t just about mastering design principles–it’s about understanding business goals, building relationships, and navigating complex organizational dynamics. Joe shares practical insights on how designers can move beyond being order-takers to become trusted partners who drive real value for their organizations.

This episode is essential listening for anyone feeling frustrated by the gap between UX theory and practice. Joe offers actionable advice on how to succeed in the real world of UX design, where business constraints, organizational politics, and stakeholder management are just as important as user research and interface design.

Topics:
• 04:13 The Realities of UX Design in the Workplace
• 11:06 Understanding Business Goals and Financial Realities
• 15:29 - Building Empathy and Trust within Teams
• 21:05 - Service Design and Expanding Your Scope
• 35:47 - Understanding Responsibility in the Workplace
• 37:13 - Navigating Social Media as a Designer
• 41:38 - The Reality of UX Work
• 44:53 - Introducing the New Edition of the Book
• 48:17 - The Importance of Business in UX

Helpful Links:
• Connect with Joe on LinkedIn
• UX 365 Academy
• The User Experience Team of One (2nd Edition)

---

Thanks for listening! We hope you dug today’s episode. If you liked what you heard, be sure to like and subscribe wherever you listen to podcasts! And if you really enjoyed today’s episode, why don’t you leave a five-star review? Or tell some friends! It will help us out a ton.

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---

Support our sponsors!

Ok web designers. Let’s talk about the “c” word—creative burnout.

You’re working on a site for a really big client, but between resourcing, feedback, tight budgets and even tighter deadlines—it doesn’t make the cut. Wix Studio helps close that gap, so you can deliver your vision with less friction. Built for agencies and enterprises, you get total creative control over every last pixel. With no-code animations, AI-powered tools, reusable design assets, advanced, intuitive layout tools and a Figma to Wix Studio integration, you can design the way you want to and deliver when you need to.

And if you’re worried about the learning curve eating into time you don’t have—don’t be. Wix Studio is intuitive by design, so your entire team can hit the ground running.

For your next project, check out ⁠⁠⁠⁠⁠wixstudio.com

Learn how strategic writing can transform your decision-making process and save your team from investing in the wrong ideas. Discover Amazon's PRFAQ framework—a powerful framework that helps identify potential failures before they happen.

What if you could identify doomed projects before wasting months of effort and resources?

This week, I chat with Marcelo Calbucci, an entrepreneur, technologist, and author with over 25 years of experience in the tech industry. Marcelo has held key roles at Microsoft and Amazon, and this week, he shares insights about Amazon's powerful PRFAQ framework—a method used to validate products before writing a single line of code.

The PRFAQ framework combines a press release and frequently asked questions to help teams think critically about new ideas, articulate their vision, and inspire others. Marcelo explains how this straightforward six-page document helps teams focus on strategy rather than getting lost in tactical details too early. We explore how designers can leverage this framework to become more strategic thinkers and gain that coveted "seat at the table."

Whether you're a product manager, designer, or founder, you won't want to miss this conversation about making better product decisions. Listen in to learn how to adapt the PRFAQ framework for your team and avoid costly mistakes before they happen.

Topics:

• 02:26 – Introducing the PRFAQ Framework

• 04:00 – Marcello’s Journey in Tech

• 05:13 – Understanding the PRFAQ Framework

• 10:02 – Writing and Reviewing the PRFAQ

• 19:43 – When to Use the PRFAQ Framework

• 29:26 – Understanding Different Styles of FAQs

• 29:53 – Personal Experiences with PRFAQs

• 30:19 – The Impact of PRFAQs on Decision Making

• 30:51 – Examples of PRFAQs in Action

• 32:09 – Challenges and Realizations in Writing PRFAQs

• 36:11 – The Role of Designers in PRFAQs

• 45:38 – Using AI in the PRFAQ Process

• 49:47 – Common Pitfalls and Tips for PRFAQs

Helpful Links:

• Connect with Marcello on LinkedIn

• Get the PRFAQ book

---

Thanks for listening! We hope you dug today’s episode. If you liked what you heard, be sure to like and subscribe wherever you listen to podcasts! And if you really enjoyed today’s episode, why don’t you leave a five-star review? Or tell some friends! It will help us out a ton.

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⁠⁠⁠⁠⁠• ⁠⁠⁠Subscribe on Stitcher⁠⁠⁠

---

Support our sponsors!

Ok web designers. Let’s talk about the “c” word—creative burnout.

You’re working on a site for a really big client, but between resourcing, feedback, tight budgets and even tighter deadlines—it doesn’t make the cut. Wix Studio helps close that gap, so you can deliver your vision with less friction. Built for agencies and enterprises, you get total creative control over every last pixel. With no-code animations, AI-powered tools, reusable design assets, advanced, intuitive layout tools and a Figma to Wix Studio integration, you can design the way you want to and deliver when you need to.

And if you’re worried about the learning curve eating into time you don’t have—don’t be. Wix Studio is intuitive by design, so your entire team can hit the ground running.

For your next project, check out ⁠⁠⁠⁠wixstudio.com

A practical exploration of how teams can avoid the pitfalls of misremembered information, told through a revealing story of two confident leaders who remembered the same research differently—and were both wrong.

What happens when you're absolutely sure about something that never actually happened?

Picture this: A heated debate between two senior leaders, each absolutely certain about different user requirements. Both spoke with complete conviction. Both referenced the same research. And both were entirely wrong. This fascinating case study reveals how easily outside conversations and second-hand information can corrupt our original memories of research findings.

Our design team uncovered how these false memories developed through careful investigation: conversations with people outside the shop floor gradually replaced the actual research findings in our leaders' minds. The real breakthrough came when we returned to the source: hours of recorded interviews and detailed research notes that told a completely different story.

This episode unpacks how false information spreads through organizations, how it becomes "truth" through repetition, and most importantly, how to prevent it from happening on your team. You'll learn practical techniques for preserving accurate information and strategies for uncovering the truth when memories conflict.

To explore more about the Misinformation Effect, don’t miss the full article on the Cognition Catalog!

Don’t forget to subscribe to the newsletter to be the first to know when new episodes drop!

Join me every week for insights on a new cognitive bias!

Topics:

• 01:46 - The Story of Misinformation

• 03:11 - Understanding the Misinformation Effect

• 04:24 - Impact on Teams and Projects

• 05:12 - Strategies to Combat Misinformation

—

Thanks for listening! We hope you dug today’s episode. If you liked what you heard, be sure to like and subscribe wherever you listen to podcasts! And if you really enjoyed today’s episode, why don’t you leave a five-star review? Or tell some friends! It will help us out a ton.

If you haven’t already, sign up for our email list. We won’t spam you. Pinky swear.

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⁠• ⁠Subscribe on Stitcher

Explore the profound impact of mindset on your UX career. Discover how shifting from fixed to growth thinking can transform not just your skills but your entire approach to challenges and opportunities.

What if your biggest obstacle isn't your skill level, your portfolio, or the job market?

What if it's the way you think about your own potential for growth?

Nick Mann shares his journey from a fixed mindset that limited his opportunities to embracing a growth-oriented approach that transformed his career. Through candid discussion, he reveals how seemingly simple shifts in thinking can profoundly impact professional development and creative problem-solving.

The conversation explores how a fixed mindset can manifest in subtle ways, from avoiding challenges to defending current practices rather than exploring new possibilities. Nick's experience demonstrates how embracing uncertainty and viewing challenges as opportunities can lead to unexpected breakthroughs.

Listen to this episode to understand the subtle ways your mindset might be holding you back and learn practical strategies for developing a growth-oriented approach to your UX career.

Topics:

• 05:13 - Nick's Journey from Fixed to Growth Mindset

• 06:21 - The Importance of Mentorship

• 06:48 - Overcoming Scarcity Mindset

• 10:10 - Defining Fixed vs. Growth Mindset

• 17:46 - Challenges of a Fixed Mindset

• 21:53 - Finding a Mentor

• 30:22 - Removing Mental Weeds

• 30:43 - Overcoming a Fixed Mindset

• 35:16 - The Role of Mentors• 45:14 - Final Thoughts

---

Thanks for listening! We hope you dug today’s episode. If you liked what you heard, be sure to like and subscribe wherever you listen to podcasts! And if you really enjoyed today’s episode, why don’t you leave a five-star review? Or tell some friends! It will help us out a ton.

If you haven’t already, sign up for our email list. We won’t spam you. Pinky swear.

• ⁠Get a FREE audiobook AND support the show⁠

• ⁠Support the show on Patreon

⁠• ⁠Check out show transcripts⁠

• ⁠Check out our website⁠

• ⁠Subscribe on Apple Podcasts

⁠• ⁠Subscribe on Spotify⁠

• ⁠Subscribe on YouTube⁠

• ⁠Subscribe on Stitcher

---

Support our sponsors!

Ok web designers. Let’s talk about the “c” word—creative burnout.

You’re working on a site for a really big client, but between resourcing, feedback, tight budgets and even tighter deadlines—it doesn’t make the cut. Wix Studio helps close that gap, so you can deliver your vision with less friction. Built for agencies and enterprises, you get total creative control over every last pixel. With no-code animations, AI-powered tools, reusable design assets, advanced, intuitive layout tools and a Figma to Wix Studio integration, you can design the way you want to and deliver when you need to.

And if you’re worried about the learning curve eating into time you don’t have—don’t be. Wix Studio is intuitive by design, so your entire team can hit the ground running.

For your next project, check out ⁠⁠⁠wixstudio.com

Uncover the critical distinction between knowing how to tell stories and being prepared to deliver them when it counts. Learn practical strategies for spontaneous storytelling and explore how improv techniques can elevate your UX communication skills.

What if all your storytelling skills went out the window the moment you needed them most?

How can you ensure you're genuinely ready to communicate effectively when it matters?

Christopher Miller, a senior experience designer at Electronic Arts Frostbite, brings over a decade of gaming industry expertise and a lifelong passion for comic books to this conversation about spontaneous storytelling. As a UX mentor and improv student, Chris provides a unique perspective on blending preparation with in-the-moment delivery.

Chris shares invaluable insights about the importance of being ready to tell your story at any moment. Drawing from his improv background and extensive gaming and education experience, he reveals practical strategies for maintaining composure under pressure and effectively communicating with diverse audiences.

This episode covers everything from managing demanding executive presentations to honing the art of deep listening, offering actionable advice for anyone eager to enhance their real-time communication skills. Tune in to learn how to turn your storytelling abilities from theoretical knowledge into practical, ready-to-use skills.

Topics:

• 04:26 - The Importance of Spontaneity in Storytelling

• 06:59 - Effective Communication Techniques

• 08:26 - The Role of Storytelling in Collaboration

• 25:21 - Improv and Storytelling in UX

• 33:43 - Understanding the Core Problem

• 35:09 - The Importance of Storytelling

• 35:26 - Preparing for Executive Presentations

• 36:13 - Collaboration in Storytelling

• 37:47 - Dealing with Self-Doubt and Imposter Syndrome

• 38:24 - The Role of Improv in Building Confidence

• 41:00 - Overcoming Imposter Syndrome

• 46:58 - Career Amnesia and Self-Reflection

• 48:34 - Closing Thoughts and Final Advice

---

Thanks for listening! We hope you dug today’s episode. If you liked what you heard, be sure to like and subscribe wherever you listen to podcasts! And if you really enjoyed today’s episode, why don’t you leave a five-star review? Or tell some friends! It will help us out a ton.

If you haven’t already, sign up for our email list. We won’t spam you. Pinky swear.

• ⁠⁠Get a FREE audiobook AND support the show⁠⁠

• ⁠⁠Support the show on Patreon⁠⁠

• ⁠⁠Check out show transcripts⁠⁠

• ⁠⁠Check out our website⁠⁠

• ⁠⁠Subscribe on Apple Podcasts⁠⁠

• ⁠⁠Subscribe on Spotify⁠

⁠⁠⁠• ⁠⁠Subscribe on YouTube⁠

⁠⁠⁠• ⁠⁠Subscribe on Stitcher⁠⁠

---

Support our sponsors!

Ok web designers. Let’s talk about the “c” word—creative burnout.

You’re working on a site for a really big client, but between resourcing, feedback, tight budgets and even tighter deadlines—it doesn’t make the cut. Wix Studio helps close that gap, so you can deliver your vision with less friction. Built for agencies and enterprises, you get total creative control over every last pixel. With no-code animations, AI-powered tools, reusable design assets, advanced, intuitive layout tools and a Figma to Wix Studio integration, you can design the way you want to and deliver when you need to.

And if you’re worried about the learning curve eating into time you don’t have—don’t be. Wix Studio is intuitive by design, so your entire team can hit the ground running.

For your next project, check out ⁠⁠⁠wixstudio.com

Some tend to automatically trust and adopt new ideas, technologies, or methods while dismissing traditional approaches as outdated or irrelevant. This bias leads some to adopt unproven solutions prematurely.

Is something bad just because it's old?

Is something good just because it's New?

This week, we dig into the 'Appeal to Novelty' cognitive bias. Discover why new isn't always better and how this fallacy can affect team dynamics, product development, and organizational decision-making. Learn practical tips to avoid falling into the trap of change for the sake of change. Plus, hear a real-life story about updating an old but effective dashboard that went wrong. Join us for an insightful discussion and get tips on maintaining a balanced approach to innovation. Don't forget to visit our website for more resources and subscribe to get notified of new episodes!

To explore more about the Appeal to Novelty, don’t miss the full article on the Cognition Catalog!

Don’t forget to subscribe to the newsletter to be the first to know when new episodes drop!

Join me every week for insights on a new cognitive bias!

Topics:

• 01:41 - The Appeal to Novelty Explained

• 01:49 - A Real-World Example

• 02:52 - The Impact of Novelty Bias in Teams

• 06:00 - Avoiding the Appeal to Novelty

—

Thanks for listening! We hope you dug today’s episode. If you liked what you heard, be sure to like and subscribe wherever you listen to podcasts! And if you really enjoyed today’s episode, why don’t you leave a five-star review? Or tell some friends! It will help us out a ton.

If you haven’t already, sign up for our email list. We won’t spam you. Pinky swear.

• Get a FREE audiobook AND support the show
• Support the show on Patreon
• Check out show transcripts
• Check out our website
• Subscribe on Apple Podcasts
• Subscribe on Spotify
• Subscribe on YouTube
• Subscribe on Stitcher