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By Jonny Schneider, Principal Product Strategy-ThoughtWorks To innovate, is to enter the unknown. Doing this induces anxiety, even among seasoned professionals. In most organisations—where failure is not an option—leaders have many fears. They fear what they do not know. They fear that competitors will outpace them....

By Ben Melbourne, Principal Consultant-ThoughtWorks Designers aspire to create simple and elegant solutions for customers. But you can’t achieve this lofty goal in the solitude of a designer’s ivory tower. Great customer experiences need the business to do the heavy lifting for the customers. Which in...

By Emma Carter, Lead Experience Designer-ThoughtWorks As the Starbucks baristas surveyed the chaos of hoards of unhappy customers braying for their pre-ordered coffee, they may have wondered: How did it come to this? The coffee giant’s pre-order app was meant to make it easier for customers. It...