I knew I was going to be manipulated.

As a designer of services and experiences, I went into Disneyland Paris expecting to be tricked, and honestly, I was looking forward to it. I anticipated sneaky upsells, seamless crowd control, flawless digital experience and the kind of immersion that makes you forget you’re in just another amusement park.

But the first surprise wasn’t the cheerful staff, or even how small the famous castle was. It was the bins.

Neatly themed, spotless, and emptied with a smile, even after heavy rain. At Disneyland Paris, even bins are part of the show.

Disneyland is theatre. There’s a stage (the park), performers (staff), props (apps, signage, shops, rides, food stalls), and of course, an audience, you.

What looks like magic is really choreography, a hidden system of people, processes, and touchpoints working together to keep the performance alive.

The pre-show: buying a seat

Before the curtain even rises, there’s the ticket.

My research showed a myriad of choices: day passes, bundles, Premier Access upgrades, hotels, dining... It offers flexibility, but also complexity. The first phase of the journey already asks a lot from the audience.

Insight: Choice architecture matters. The opening act should set the stage, not drain energy.

Act one: the arrival

The performance starts in Paris.

On the RER train, Mickey icons appear on signage. Wayfinding ushers you smoothly from the city to the park in 40 minutes. Security checks and ticket scans flow like stage directions, one scene to the next without breaking immersion.

Inside the park, the design keeps you moving. From almost any angle, something magical catches your eye: a tower, a ride façade, a parade float, a Han Solo cookie or a storefront. You never feel lost, because the space itself guides you forward. Even the rides are stitched seamlessly into the landscape, part of the story rather than separate stops.

Insight: When space does the guiding, guests hardly notice the effort, they just keep moving.

Act two: the cast

At Disney, staff aren’t just staff, they’re Cast Members, rehearsed, deliberate, but always human. Walt Disney himself once said: “You can design and create and build the most wonderful place in the world. But it takes people to make the dream a reality.” Every smile, gesture, or hug is part of that truth.

I saw one directing a crowd with a lantern while singing happy birthday. Another wiped down a bench with the same energy you’d expect from a parade performer.

It feels spontaneous, but it isn’t. Courtesy, show, safety, efficiency, all rehearsed, all deliberate. And one principle runs through it: guests should never feel managed. Cast Members don’t bark orders or shout through loudspeakers. They guide personally, keeping the illusion alive while moving thousands of people with ease.

Even the smallest interactions are designed. I witnessed the Disney Hug Rule in action: when a character hugs a child, they never let go first. The hug only ends when the child chooses. It’s a subtle gesture, but it ensures the moment belongs to the guest, not the performer.

Of course, not every performance can be perfect. Energy dips, cracks appear, and when people are at the forefront, those flaws are easier to spot. It’s hard work.

Insight: People are designed touchpoints. Neglect their training or care, and the performance crumbles.

Act three: the props

The Disneyland app is like a stagehand in your pocket: maps, wait times, bookings, and personalised “Disney Picks.”

At its best, it becomes part of the performance. I spent nearly four hours in a treasure hunt using my phone, racing between prompts that finally led me back to the castle after unlocking a ton of exclusive filters and badges. For that period of time, the digital experience felt like a character in the story.

And it’s not just digital. At Disney, the story comes first, everything else, products, spaces, even maps, follows. There are more than 60 themed shops across the park and countless places to eat and drink. Rides exit through boutiques, kiosks dot the streets, even pre-loved toys can be exchanged for new ones. Wherever you look, something is for sale, but it still feels like part of the story.

Guests often say they rely on digital tools, but their behavior tells a different story. As the Nielsen Norman Group notes, “This distinction can be summed up by contrasting ‘what people say’ versus ‘what people do’ (very often the two are quite different).” Disney recognizes this gap, which is why both props, the app and an attractive printed map, remain part of the show.

The soundscape is another prop in this performance. Hidden speakers pipe in birdsong, music, or subtle shifts by time of day. Like maps and apps, audio delights without drawing attention to itself. It isn’t background noise, it’s part of the choreography that sustains immersion.

Of course, not every prop holds up. GPS lags, food ordering drags, and even a Mickey Mouse donut can disappoint. When that happens, the magic feels a little less seamless.

Insight: Props only work when they hold the illusion. Seamless integration is what keeps the performance alive.

Act four: the interval

Instead of dead time, Disney makes queues another act, an interval act. Sets, games, themed boards, even virtual queues turn waiting into part of the experience, not a pause from it.

Elsewhere, I saw families sitting on the ground, happily eating Mickey-shaped snacks. Outside Disney it might look odd, but here it felt perfectly normal. They were making the most of the pause, treating it like an intermission in the day, another reminder that immersion reshapes behaviour.

As one Cast Member explained, “The way I make magic in my role is by being able to interact with guests, making them smile, making them laugh.” (Life at Disney). Even downtime is designed to sustain the story, turning small interactions into part of the show.

Insight: If you don’t design the pauses, you haven’t designed the journey.

Act five: the finale

At sunset, guests gather in front of the castle for the nightly outdoor show. Families sit on the ground, friends lean on each other, the crowd humming with anticipation. Cast Members guide people quietly, never breaking immersion with loudspeakers.

I didn’t expect to feel moved. I came as a designer, ready to analyse, but the finale bypassed that. Standing there alone, feeling everyone’s joy, I realised service design isn’t just about efficiency, it’s about creating emotions strong enough to stay with you, even when you experience them as an audience of one.

As the crowd drifts toward the exit, music and multilingual farewells soften the return from fantasy to everyday life.

Insight: The finale is the emotional anchor. Endings need as much design as beginnings.

Curtain call

The curtain never really falls. As Birgit Mager, co-founder of the Service Design Network, puts it: “We have to find solutions that solve problems for people or organisations, that make their life better and that are useful and pleasant experiences.” Disneyland Paris shows how, every touchpoint, from a hug to a queue, is designed to lift the experience rather than drain it.

That doesn’t make Disney untouchable. It makes them an inspiration, a reminder of what’s possible when service design is treated as seriously as show business.

Every service is a performance, the only question is, have you, or will you, design yours like one?

The choreography of service design at Disneyland Paris was originally published in Bootcamp on Medium, where people are continuing the conversation by highlighting and responding to this story.

Filling in a form online is one of the most important points of interaction a user has with an organisation.

And we interact with them often. We fill in tax forms, grant applications, make online purchases or sign up to dating sites.

Forms can be the first step in a relationship with an organisation, or the final one in a journey to achieve a goal. For example get a grant, a drivers license or a partner in crime. Sometimes not filling them properly can carry unpleasant consequences like an interrogation by immigration officers at the airport, or your profile on OkCupid matching you with the wrong date💔.

“A form [ ] collects information from at least one party, and delivers it to at least one other party, so a product or service can be provided.”

~Jessica Enders

The role of a UX designer is to help create easy, fast and productive form experiences. To entice users to fill in forms. As form design expert Jessica Enders states, designers should “create an optimal user experience, such that the needs of both the users and the owner of the form [organisation that owns the form] are met.”

The case study

I was tasked with re-designing a product for The Queen’s Fund, one of the oldest charities in Australia. This charity provides small emergency funds to women in distress and their children. The women are referred to the charity by welfare agencies and community organisations. The task was to re-design the online communication portal these social workers use to interact with the charity.

This article is about the practical UX tips used to improve the usability of the charity’s forms.

(For brevity the article focuses only on the funds application form.)

Team effort
I needed to understand the context in which form-fillers (users) used the form. So I asked users for insight and to test what worked and what didn’t. Discovering pain points, listening to their needs and acting upon feedback was crucial for improving the existing solution.

“Gather feedback on a form by watching users attempt to complete it”.

~Jessica Enders

Our developers were also involved in co-design sessions. This was important as the team needed to understand the impact their decisions have on the flow of the experience.

The existing form had most of the information the users needed. But there was room to improve its usability and reduce the workload of the users.

Here’s a selection of the 5 UX tips I found useful when re-designing the form. You can try them should you wish to review or design online forms.

#1 Provide structure
#2 Make it scannable
#3 Make it conversational
#4 Give certainty
#5 Provide a sense of closure

#1 Provide structure

It is a fact that most users tend to scan documents online, something that user advocate Jakob Nielsen already told us in 1997.

This means that at a glance, a form should be engaging to keep user interest. It should make sense, and have a clear and consistent structure. Its architecture must be robust with elements clearly identifiable: headings, sections and instructions. Users want to gauge the size of the forms to know how long it will take to complete. Structure, clarity and brevity are crucial.

In our case I printed the full form and asked people not familiar with it if the form made sense to them. Some of the feedback was that there was a lack of focus and it felt “confusing”. It missed a sense of direction.

To create meaning, we applied a progressive disclosure pattern. This means that the content was broken into smaller and digestible chunks to make it more compact. We numbered the questions and grouped them under specific headings on an accordion layout. This way the form-filler can focus on one topic at a time. This grouping technique of focused design, made clearer distinctions and improved the content experience.

#2 Make it scannable

Today users are doing more scanning than in-depth reading. So they tend to be hesitant to fill in forms if it requires too much effort. We have to accomodate this reality. The job of the designer is to make this process as quick and painless as possible. The less user effort, the higher the conversion.

There is plenty of literature on how to make forms more scannable or easy to digest. Inspired by experts and good practice, we applied many of these tips. I will highlight two of them.

1.Make it one column
The Nielsen Norman Group recommends presenting fields in a single column layout. This adds clarity and the form-filler knows exactly what they have to do. The reading vertical momentum is not interrupted. (An exception to this rule is when presenting short/strictly related fields, see “NOW-Applicants details” on Fig. 1)

2.Make it smart
A smart form reacts to user input, making it more effortless. For example, it will pre-fill an address when the user starts to fill it in.

We made our form smart in different ways. See in figure 3 how question #5 removes the primary issue selected by the user in question #4 (Disability).

In our project we also used conditional questions, to save space and to make the form lighter. Some questions only pop up depending on the answer. This makes the task less burdensome as users skip questions that are not relevant to them.

#3 Make it conversational

Communication is a process of sharing meaningful messages, and one of the most common ways to communicate is a conversation. So apply a conversational veneer to the form to make it more engaging. Make it feel less automatic and employ users’ language.

‘Consider the form as a conversation.’

~Caroline Jarrett

This way the exchange of information would feel natural, efficient and more trustworthy. There should be a natural sequence of prompts/answers that the user perceives as logic. Sometimes this requires re-writing questions. Be clear without being too verbose or technical. This will reduce users’ cognitive workload.

In light of this, some prompts for The Queen’s Fund project were re-worded to make them look like questions. The questions became a bit longer — yet still brief — but the task of completing the form is more efficient and simplified.

#4 Give certainty

When designing a form, we should present users with all the information they need so they can navigate the form easily. Don’t keep them guessing or be ambiguous.

The achievement of the goal should be clear and leave the user with the feeling that the task is (really) done.

When examining the previous form we noticed that the closure of the form was a bit unclear.

There was an inline scroll box with a confined privacy statement, which introduced needless friction. This design pattern can be convenient to fix space problems but it adds extra complexity: there is a lack of overview of content, and most operating systems hide non-active scroll bars. It is not very intuitive and not savvy users can miss information.

We also discovered that users can’t make changes after submitting a funds request. This rule could be a surprise to some form-fillers. Since the user can’t reverse the ‘submit’ action we thought it was important to highlight this.

To improve the closing section, we removed the inline scroll box and opted for a ‘bulleted list’ of checkboxes of all the conditions that had to be met before submitting a form. A compact, clean and simple solution that makes each item stand out and easy to scan.

We also included a checkbox note to remind users that they can’t make changes after submitting an application. This will invite users to pause and review their submission before they commit.

Insights from testing sessions
One of the issues raised by users after the launch, was that they had limited time to complete the form. Form fillers had to complete the application in one go. Sometimes users had to, however, interrupt the form filling task to conduct further client research.

There should be an opportunity to continue the conversation ‘later’. So to ‘pause’ the conversation we added ‘saving draft’ as a secondary option (see Fig. 6). Now the form filler has the certainty that the effort they put into completing the form will not be lost.

#5 Provide a sense of closure

We tend to end conversations with a clear intent: “I will shoot you an email”, “I will bring dessert” or “See you tomorrow”. No clear intention creates confusion: “You hang up… No, you hang up… No, you do… Ok… no, no you hang up…”.🙄

One of the 8 rules to design better interfaces by computer scientist Ben Shneiderman is to “design dialogue to yield closure”. On form design, users should be guided through a process that leads them to achieving a goal. Hence, we have to provide a sense of achievement. This can be a feedback message: “Room successfully booked”, or it can be a clear call to action (CTA) related to the ‘conversation’ they are having with an organisation.

“Sequences of actions should be organised into groups with a beginning, middle, and end.”

~Ben Shneiderman

If we conceive forms as conversations with users, they should end with intent. For the conversation to flow fluently, we should direct users to take specific actions. So we can’t be vague and should avoid unexpected surprises.

In our case the previous form included two competing CTA buttons. There was “Submit” and “Print this application”. At this point users won’t know if they can print the form after they hit “submit”, or if they print, will the page refresh and lose all data?

To improve this, we moved the “Print this application” button from the application form page to the following confirmation page. This flow is familiar to most users. Users print their concert or plane tickets after they hit the “buy” button, never before.

After removing the print button, the “submit” button got a prominent and centred position. Still there was room for improvement.

A CTA button is action-orientated, it should describe what it does. This makes them more meaningful. It should “state the intent” and a generic “submit” wasn’t doing that. So it was changed to “Request funds”(see Fig. 7). As usability expert Jared Spool would say, it describes exactly what “that link is going to deliver”. Bringing certainty at the end of the journey.

Over to you

When your communication with users is not working well, try reviewing your forms to rule out that “it’s not you” or “your form”. Test them. Make sure you give users a good impression with clear and structured formats. Give them a friendly hue.

Design with intent on quality. As UX consultant and form expert Gerry Gaffney states, designers should write with care, be ruthlessly brief, use the user’s language, help users understand the questions, and avoid ambiguity. This way your forms will communicate. Will work.

Thanks so much for reading!

Special thanks to Dropbox Words Designer John Saito and Jessica Enders for their feedback for this article, Gerry Gaffney for recommending Jessica Enders book, and a big heads up to Nick Babich and Andrew Coyle for your articles on form design. And of course to Mark Johnson from Shine Solutions for giving us the opportunity to do some pro-bono work for The Queen’s Fund project.

Illustrations by Mario Quintana inspired by Someecards.

If you like the article please tap the 💚 button and spread the ❤️. It will mean a lot!

• Article first published on www.shinesolutions.com

It’s not you, it’s your form was originally published in UX Collective on Medium, where people are continuing the conversation by highlighting and responding to this story.

As a UX designer with a background in Law and Visual Communication, I have been solving problems for a while.

Yet, little can prepare oneself for solving a challenge of a different kind: your very own wedding.

Well, that is what I thought.

My partner is from South Africa. I am Spanish. We met in Dublin, then moved to Melbourne and eventually decided to get married in my hometown in the Canary Islands.

The ‘problemo’: Organise an enjoyable multicultural wedding 10,000km away without breaking the bank or losing my cool.😬

A UX wedding?

I could have just asked a wedding planner to do the job for me. It’s pricey but convenient and hassle free. But design is a useful tool that can bring happiness to the world. So why let other people do it if you can personally bring that extra bit of happiness to family and friends?

“Work on projects that matter to you.”

~Stefan Sagmeister

Stefan Sagmeister came up with 7 rules for creating more ‘happiness’ while designing. Observing these rules can help to keep Groomzilla away.

Also, when one of the members of the family to be is a designer, there should be no place for cookie-cutter solutions or for design debt. This was going to be a design challenge, so why not applying design thinking?

To take this approach and ‘design’ the right experience and to do it ‘right’, designers need to put on the UX hat and become the gatekeeper of all decisions.

Weddings are newly wed centred events, but by applying some basic UX tools, designers can craft experiences that also delight the people we really care about.

UXers have a number of techniques to explore users’ needs, discover opportunities and come up with effective ideas to solve problems. This can be very useful when planning a wedding.

On my journey I used UX tools and produced some UX artefacts: questionnaires to interview ‘users’, personas, journey maps, MoSCoW analysis and paper prototypes to name a few.

Here’s a selection of tips and thoughtful interaction points that you can try, should you ever wish to create your own Big Fat UX Wedding

Three UX Wedding Tips

#1 Research to Create Guest Personas

Generative research helps define users’ problems while collecting knowledge about them. Exploring guests’ needs, behaviours and context when having fun is critical.

The goal should be to understand when, how and what to design to please your “audience”.

UX designers aim to be as empathetic as possible to provide relevant solutions to users. Yet some research suggests that empathetic UXers tend to be ‘egocentric’. Meaning they predict and assume what users would like based on their own preferences.

This can be problematic in the context of wedding planning, as traditionally the couple’s ego play a big part. After all, they most likely know the guests quite well. Most assumptions should be validated and (if necessary) discarded after research and testing. Weed out opinions. Look for facts.

“Assumptions are pernicious”.

~Indi Young

Through anecdotal research and interviews, designers will identify patterns to create personas. As Joe Toscano puts it, they are “the personification of the research”. These personas define whom the story is about and the designer should work to address their needs and fix pain points.

I found guests’ social media accounts a good starting point to unearth their insights when diverging on the research phase:

· Facebook showed me the places they fancy going or weddings they have been to;
· Spotify showed me what they currently listen to;
· Pinterest showed what they would love to experience.

🎯 Pro tip: Jakob Nielsen keeps reminding us that designers are not the users. But what can you do if this is going to be your wedding? Aim to be as objective-ish as possible. To circumvent this, I suggest embedding your partner with other guests when researching and creating your personas.

#2 Define a Minimum Viable Wedding

Personas help shape a Minimum Viable Wedding. The most basic wedding family and friends would enjoy. A simple MoSCoW analysis can be useful to prioritise and categorise the options or ideas obtained during the research phase. Write ideas on post-it notes and get some guests to help you out organising them. We must always think about the personas we are designing the experience for. Some of the ideas we wanted to put forward:

· Must include Eurovision and Metallica Hits;
· Should be outdoors;
· Could be on the beach or in the country;
· Won’t be corny, so hearts, pastel colours, and lacy details were out.

🎯 Pro tip: If you can, try to organise an event, or better still a mini wedding before the ‘big day’. In our case, some guests could not travel to Spain. So we organised a smaller celebration in Melbourne before the ‘big one’. This helped test ideas and assumptions as I listened and watched guests closely. It was our ‘test’ before we ‘launched’ the final ‘product’.

#3 Map the Guest Experience

Good wedding planners consider what happens before, during and after the big day. It is a holistic approach — with more interaction channels — that adds value to the overall experience. A Minimum Viable Wedding turns into a Minimum Viable Experience. User experience design, turns into customer experience design.

The experience has to get people excited and leave an everlasting memory.

The map represents the big picture. A story about how the personas would reach their goal: have a great wedding experience. The map helps identify pain points and opportunities to improve the journey (e.g. when or what channel to use to send relevant information).

To get a better understanding of the context, designers should also take journeys with real personas. It’s a perfect opportunity for guerrilla testing. Embark with guests to check venues, restaurants and entertainment options. I must admit that my empathy building and active listening skills were not very sharp at some of these sessions. Blame it on the bubbly!

🎯 Pro tip: Plot some ideas and start the customer guest journey map with an unexpected surprise, a peak with emotional weight. In our case this was a skydiving video of us telling the news of our engagement. Boom.

Five Thoughtful Interactions

Robert Hoekman notes that, ‘user experience’ is “the net sum of all the interactions, impressions and feelings a person has with a website, digital product or service”. Including what people say about the product or what it looks like. With this in mind, designers should pay special attention to all interaction channels and the branding of the experience.

After much iteration I created a relevant and consistent wedding identity. This informed the prototypes and touch points. It also helped set the tone and was key to communicate with guests.

#1 Website

Design a simple website to give information about the event and the location if you organise a destination wedding. Hick’s Law says that “Every extra choice increases the time required to take a decision”. So based on guest research and to reduce decision fatigue, curate a few ideas (things to do, visit, eat…) and become decider in chief.

Wedding websites can be a bit predictable. So why not inject some personality with an engaging natural language form to RSVP and to entice users to subscribe to a newsletter. When making decisions people prefer to avoid losses than acquiring gains. So to sell the benefits of joining a content king newsletter, use an opt-out strategy. In our case 100% of the guests joined the list.

#2 Social Media

Helps keep costs down and engage continuously with guests. As soon as I posted the skydiving engagement video on Facebook, interaction started.

You can also organise Facebook and Whatsapp groups, where attendants can engage and bond while discussing options, e.g. Airbnb accommodation or renting a car together. Guests also found Pinterest walls useful for dress code ideas.

#3 Events

Don’t keep all interactions digital. Organise events and activities before and after the ‘big day’ where family and friends can interact. This will help break the ice and form stronger bonds.

#4 Surprise Surprise

Plan to surprise and delight your guests. With Skype and Whatsapp I coordinated a flash mob with 5 people from different countries. This surprise added extra fun and was one of the highlights of the day. We repeated it — a few drinks later — and guests joined in, which made the dancing even better. Certainly we could have done it a third time but as John Saito says, repetition could kill the “delight” of the experience.

#5 Keepsake

For Don Norman the most important part of the experience is the ending. Follow his advice and turn the Design Offence-Seeking Antenna to high. 📡Ensure the keepsake evokes positive memories. I settled with a final newsletter that included:

· Highlights short video where everyone was featured;
· Professional photos of guests taken on the day (via dropbox link);
· Wedding playlists. Guests might smile next time they listen to Black Eyed Peas and remember our flash mob!

By using a UX approach and paying attention to the interaction channels, we generated buzz, encouraged interaction and most importantly removed pain points of personas. In Gabriel’s case, we limited the use of mobiles on the big day and only allowed children of close family. Drastic, I know. However, both ideas were well received.

UX Wedding Takeaways

#1 UX designers can be good wedding planners

UXers share many skills with wedding planners: empathy, creativity, communication and negotiation. You don’t need to create complex omnichannel user experiences. Simple user journeys or high level personas would be enough to add UX thinking into the mix. This will prevent designing for a generic everybody and keep Groomzilla or Bridezilla at bay.

#2 Share your vision to improve the experience

It is hard to avoid the urge of designing your own wedding the way you want to. But being sensitive to family and friends’ expectations pays off.

“To do things of great impact, you cannot be a lone wolf.”

~ Julie Zhuo

Designers should surround themselves with people willing to help. It is worth the joy of sharing the excitement. This forges stronger bonds and save heaps of money!

#3 Face it, something will not go according to plan

Create a resilient experience and consider all eventualities. Don’t leave any stone unturned. Be agile enough to iterate quickly and prepare for edge cases. Unexpected cold-ish weather despite organising a wedding in the city with the best climate in the world? External heaters at hand? Checked!

Pay special attention to the ‘peak’ moments of the journey. They will make the experience memorable and the ‘dark cold valleys’ forgettable.

Then withdraw. Relax. Let go. You have created a great experience for your guests. Don’t forget that this is also a party.

You must have fun. Enjoy it.

Happy Planning!

PS: if your peaks ‘collapse’ on the day, just open the bar earlier and close it later. This could erase any unfortunate experiences. 😉

Thanks for reading!

Special thanks for their input and inspiration to John Saito, Tobias van Schneider, Joe Toscano⚡️, Sarah Doody, Dan Nessler, Ali Mese, Stefan Sagmeister & Don Norman.

One Last Thing…

If you like the article please tap the 💚 button and spread the ❤️. It will mean a lot!

*Article first published on www.shinesolutions.com

My Big Fat UX Wedding was originally published in The Startup on Medium, where people are continuing the conversation by highlighting and responding to this story.

Do you know what your triggers are?

In business, making the right decision is key to survival. More often than not there are multiple solutions to any given problem and determining which option is best can be challenging.

Indecision, procrastination and/or disagreements can lead to conflicts that, if unresolved, could lead to undesirable outcomes. There are several techniques and tools to assist in rating the various options — like scorecards, T-charts, or decision matrixes.

Each person using these rating tools will have their reasoning behind supporting/not supporting specific options, and it is important to be aware of the mindset of those involved in the decision making process. The wrong mindset can “poison” a decision making session and the results for a business can be a failure.

It is very tempting to think of words such as “like” or “don’t like” when referring to options to solve problems, when it might be more appropriate to focus on “will it work” or “won’t it work”. However, it can be hard for some to detach emotions from the decision making process.

Even though not meant in a negative way, someone’s opinion about your ideas might be interpreted as questioning your abilities, resulting in you taking a defensive stance and saying things or taking a stance that you might regret later. This is called a ‘quick release’, which although making us feel temporarily good, is more than likely to inflame a situation. This serves no goal, does not improve working relations, neither does it make a positive contribution to the decision making process.

How can one mitigate against these ‘quick releases’? The trick lies in self-awareness and keeping your eye on the end goal. To keep it cool we need to know and understand what our trigger points are — what behaviour in others usually leads to a quick release. Realise that people are different and so are their approach to things.

Bear in mind the end goal is to come up with the best solution for the company and that conversations should be seen in this context.