Welcome to the Cast & Hue blog, where we discuss current news and insights surrounding customer experience, and how to create digital and in-person experiences by looking through the lens of the people you serve. 


In this article, we explore the differences between interviews and focus groups, and why we prefer in-depth interviews as our primary method of conducting research. Interviews allow you to form an empathetic connection with the audience, uncover deeper insights and avoid group bias, resulting in the most meaningful, quality feedback.

Kristin Haluch, Head of Customer Success & Operations at Bold, has been a healthcare innovator throughout her career, holding positions at startups and large organizations like Optum. Cast & Hue’s Steve Koch recently had a conversation with to learn more about what she’s learned throughout her career, what attracts her to startups and what she is focused on at her newest role at Bold.

Co-creation is the best way to design customer experiences that drive preference and loyalty. You may have heard the phrase "co-creation" at some point, but what does co-creating an idea actually involve? At Cast & Hue, working collaboratively in our experience design is central to our approach and to creating effective change for your customers.

We all recognize it. The pandemic has changed almost every aspect of our lives. Some habits have been dropped while many new routines have been adopted. As we get closer to turning the corner on the pandemic, the question now is how do you design the most appropriate experiences for the post-pandemic consumer?

Edges are opportunities for growth and places where evolution happens quickly. Places where two distinct environments interact create what is called "the edge effect” Although the edge effect was originally observed in natural environments, edges have the same effect everywhere, even in business.

The pandemic era has changed everything. Beyond the toll COVID-19 has taken around the world, consumers' perceptions, needs and motivations have evolved. As a result, yesterday’s communication and experience strategies will not work as well today. As organizations pivot to better meet the needs of those they serve, demand profiles could be key to creating a competitive advantage. In this article, Steve Koch shares why demand profiles are such powerful tools, and why understanding the progress consumers are trying to make can help organizations take innovation, experience design and communication strategies to the next level.

Why does customer experience matter? What really is customer experience and how do you define it? Whitney Driscoll breaks down the basics to share some quick takeaways about the importance of CX and what it could mean for your brand.

Collaboration is necessary. We know that multiple perspectives can allow for troubleshooting and extended brainstorming, ultimately leading to project success. We know sometimes that means having uncomfortable moments of truth within our organizations, and difficult conversations that may lead to our already stress-filled lives being a little harder to handle that day. In this blog post Whitney Driscoll talks about how to set change up for success by building your A-team, and how to encourage everyone to lean in whole-heartedly.

Covid-19 has changed everything for consumers and brands. It has altered needs, perceptions, motivations, and behaviors. And while many thought these changes might be temporary, we’re now realizing that is likely not the case. Welcome to the Pandemic Era. This week, Steve Koch looks at the impact of this new era and what experience design and innovation leaders should be focused on to ensure they are delivering experiences that meet the needs of all of their audiences.

When designing a new product, it is important for everyone to have a complete understanding of what it’s intended to achieve. Are you trying to invent, innovate, or improve? Nowadays, these terms are thrown around very loosely. In this article, Dylan Labadie goes into detail about their differences and why it matters.