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https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1577466740183-NSC9O8SZKEPYYBSC9B1R/Screenshot%2B2019-07-22%2Bat%2B23.06.14.jpg Auben Web Redesign https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1563851389299-EK7WC55JQOZINJVQKSZC/Screenshot+2019-07-22+at+23.08.55.png Auben Web Redesign https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1567442933840-2BM2BNX53A77CLJYU6N4/Screenshot%252B2019-07-22%252Bat%252B23.09.08.jpg Auben Web Redesign https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1563852078349-QMYGSV73049VVE1KYI0Y/Screenshot+2019-07-22+at+23.20.37.png Auben Web Redesign https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1563851499925-2NU9UA7KI2F2DJDALNWW/Screenshot+2019-07-22+at+23.06.14.png Auben Web Redesign Before https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1563851788878-G949OJSS6PUPBYGRU66T/Screenshot+2019-07-22+at+23.16.08.png Auben Web 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https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/d4292c16-d4c1-4b63-98b4-b8bd3ab4b64e/Screen+Shot+2023-09-12+at+9.34.41+PM.png Le Voyage Live from the stage/my workspace https://www.chadwickheard.com/mi-filosofa daily 0.75 2026-08-11 https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/30d6a0d7-6b5f-4f18-993c-c65ddb3f4032/A4BC083E-EBA6-49BE-AE52-A050EA08A5DC.png Filosofía - “Design is all about learning from doing. That’s how we evolve to the best solution.” — Tim Brown, IDEO https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/30d6a0d7-6b5f-4f18-993c-c65ddb3f4032/A4BC083E-EBA6-49BE-AE52-A050EA08A5DC.png Filosofía - “Design is all about learning from doing. That’s how we evolve to the best solution.” — Tim Brown, IDEO https://www.chadwickheard.com/connect daily 0.75 2022-12-21 https://www.chadwickheard.com/decision-system daily 0.75 2026-08-16 https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1786722627631-SDOM9O1LT6NN56488HNT/unsplash-image-7JX0-bfiuxQ.jpg Policyholder Decisioning System https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/8ebee690-79ab-4a8d-82d0-15c1cc6bb6eb/04_four_bias_model.png Policyholder Decisioning System - Make it stand out Four biases converge on inaction. The design target was restoring deliberation — not moving customers toward any particular choice. https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/8ebee690-79ab-4a8d-82d0-15c1cc6bb6eb/04_four_bias_model.png Policyholder Decisioning System - Make it stand out Four biases converge on inaction. The design target was restoring deliberation — not moving customers toward any particular choice. https://www.chadwickheard.com/landing-page-optimization daily 0.75 2026-08-15 https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1786728151250-RAKJN7FLA3SDTK7903FQ/unsplash-image-GU_nNLVna_4.jpg Web Experience optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1577458796276-P0PVATWOB6T00F7DOIDR/Screenshot+2019-12-27+at+09.51.20.png Web Experience optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1577458886883-Z1Q7LCV5WM88LIDUERI2/Screenshot+2019-12-27+at+10.00.45.png Web Experience optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1577458928703-1R0CLO63CW5UZFUWZRZ0/Screenshot+2019-12-27+at+10.00.35.png Web Experience optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1577466783265-8MPLTKMYLJV8QX9J0IEB/Screenshot%2B2019-12-27%2Bat%2B10.03.21.jpg Web Experience optimization https://www.chadwickheard.com/humancentered-design-research-copy daily 0.75 2026-08-15 https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1786722921753-2M5FSVLMHPVMIQ5PPA1W/unsplash-image-75xPHEQBmvA.jpg Homepage Optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1563851788878-G949OJSS6PUPBYGRU66T/Screenshot+2019-07-22+at+23.16.08.png Homepage Optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1567447106657-MVZN81XJN9N910XW9SC9/home.jpg Homepage Optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1567447166190-7B85O3H1C23VODUJRC9D/content_strategy.jpg Homepage Optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1567447211612-0ZQW2MA2Z4JS0UP37K9C/navigation_map___orginal_.jpg Homepage Optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1567447354558-N0TSHMNZC9X0MW3OF6GN/homepage-results-oct.jpg Homepage Optimization https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1567447381026-7MO1PE2QHA63HA699BNE/homepage-results-nov.jpg Homepage Optimization https://www.chadwickheard.com/claims-transformation daily 0.75 2026-08-16 https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1786824043244-R9N6OWASQEXLHP8S3H4S/unsplash-image-mkMSXR86kYY.jpg Claims Experience Transformation https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/35d92682-e337-4ff5-a6bc-16d32bd41a65/02_spoke_and_wheel.png Claims Experience Transformation - Make it stand out Replacing sequential handoffs with a single accountable owner. The family gets one relationship; coordination complexity is absorbed internally rather than passed outward. https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/35d92682-e337-4ff5-a6bc-16d32bd41a65/02_spoke_and_wheel.png Claims Experience Transformation - Make it stand out Replacing sequential handoffs with a single accountable owner. The family gets one relationship; coordination complexity is absorbed internally rather than passed outward. https://www.chadwickheard.com/research-design-capability daily 0.75 2026-08-16 https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1786825219625-GUF9Z62Q9IZ0S1B67U1Q/unsplash-image-QhNStezFDNU.jpg Research & Design Capability https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/348ed83c-5989-4740-9108-a3936cb00909/01_team_growth_throughput.png Research & Design Capability - Make it stand out Throughput roughly tripled over three years while the team grew from one person to nine — capability compounding rather than scaling linearly with headcount. https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/348ed83c-5989-4740-9108-a3936cb00909/01_team_growth_throughput.png Research & Design Capability - Make it stand out Throughput roughly tripled over three years while the team grew from one person to nine — capability compounding rather than scaling linearly with headcount. https://www.chadwickheard.com/voc-strategy daily 0.75 2026-08-16 https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1786825219625-GUF9Z62Q9IZ0S1B67U1Q/unsplash-image-QhNStezFDNU.jpg VOC Strategy https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/cab6ef97-8790-4d07-9ddc-1376ba6d9760/05_voc_measurement_architecture.png VOC Strategy - Make it stand out From a single post-call survey read as a relationship measure, to eight loops across the journey — with transactional and relational signal separated by design. https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/cab6ef97-8790-4d07-9ddc-1376ba6d9760/05_voc_measurement_architecture.png VOC Strategy - Make it stand out From a single post-call survey read as a relationship measure, to eight loops across the journey — with transactional and relational signal separated by design. https://www.chadwickheard.com/adaptive-coherence-model daily 0.75 2026-08-16 https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/1786826188577-CE5DUDLKFO0QHW1CNDIX/unsplash-image-GJKx5lhwU3M.jpg Adaptive Coherence Model https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/98a66f7d-c1ed-4ef5-824c-9c4c7989c7c6/06_adaptive_coherence_loop.png Adaptive Coherence Model - Make it stand out The full system view. Signals enter through Sense, are interpreted across two research horizons, become shared understanding in Align, and drive integrated action in Respond — where responses alter customer reality, generating new signals that re-enter sensing. https://images.squarespace-cdn.com/content/v1/5d031b2ddea98900016e9c0e/98a66f7d-c1ed-4ef5-824c-9c4c7989c7c6/06_adaptive_coherence_loop.png Adaptive Coherence Model - Make it stand out The full system view. Signals enter through Sense, are interpreted across two research horizons, become shared understanding in Align, and drive integrated action in Respond — where responses alter customer reality, generating new signals that re-enter sensing.