Designing for Multimodal Experiences: Unifying Fragmented User Journeys
Update: 2025-07-09
Description
This season premiere reveals how design leaders can transform fragmented user experiences into unified journeys that fundamentally improve human performance. Paul shares the powerful shift from system-first to journey-first thinking through a real-world logistics redesign project, demonstrating how questioning fundamental assumptions about system organization can unlock breakthrough solutions that reduce cognitive load and increase operational efficiency.
Key takeaways include:
- Think in journeys, not systems when planning complex user experiences
- Use cognitive load as a fundamental design principle for decision-making
- Create alignment around journey-centric metrics that span multiple systems
- Lead teams through mindset shifts from technical optimization to user workflow optimization
- Recognize that fragmented experiences are barriers to human performance, not just inconveniences
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