Welcome to the 9th edition of the CX by Design Ideas newsletter, a monthly mailing by your hosts, Lis Hubert and Diana Sonis, with a focus on sharing human-centered ideas for business. A massive THANK YOU to each of you for being here!

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Fremont Center, NY, Monday, June 1, 2020

Here we are almost 3 months into a global pandemic. I don't know about you, but for me, this has meant waves of sorrow and worry mixed with times of overwhelming compassion and hope. 

For my work, this has meant consuming and then processing a great deal of information in order to turn what we know about being human-centered in business into progress for our clients and our team.

We talk a lot about questions like: How we can help businesses NOW?, How can we break human-centered principles down even further to make them applicable during a crisis?, and How can we create human-centered systems to fortify business for years to come?

As we couple the answers to these more immediate questions with our experiences from years past, we're finding ourselves more inspired than ever. We're hoping that sharing this inspiration with you can help you feel the same. 

Below you'll find our thoughts on how Creating a Shared, Customer-First Language helps create shared-value and responsibility throughout your team. We've seen this work recently with one client in helping them to navigate their marketing strategies during COVID-19 from a human-centered perspective.

We also share Business Opportunities in COVID-19, a piece that helps you find awareness and take impactful action for your business even in uncertain times. Especially in uncertain times. 

Finally, we share some pieces we find especially helpful in getting our minds anchored and stimulated. These should keep you active in the short-term while planning for the long-term.

We're not out of the woods of this pandemic yet, and the ups and downs of our humanness will probably continue. That's ok, we're going through a lot right now. 

But, when you find those moments of hope and positivity, don't be afraid to enjoy reframing, imagining, and sharing. Doing so is about as human-centered as you can get. 

Stay well, 

Lis Hubert

Founding Partner

COVID-19 is not the problem you’re dealing with.

Well, for businesses and gig workers who rely on in-person customer traffic, it is the problem. But, for a lot of businesses, COVID-19 is the trigger that amplified whatever problems your business was actively solving (or ignoring) before the pandemic.

And yet, as bad as business may be, I can’t help but think: How can you turn your pre-pandemic problems into business opportunities in COVID-19?

The first step is awareness. The next step is action.

By developing a shared, customer-first language you reorient company communications to be more human-centered. Your teams become motivated around a shared value. The customer’s experience becomes everyone’s responsibility. Barriers between leaders, departments, and employees fall away. Efficiency and quality of experience increase. Best of all, when pitfalls and crises arise, your organization is ready to tackle them, together.