Working globally with organizations who want experiences that actually change something: workshops, training programs, offsites and design labs grounded in the science of meaningful experiences and human flourishing. Customer, employee and learning experience, designed with your team, not for them.
Twenty years in, the question that still interests me is why some experiences change something and most don't.
The answer isn't polish, production value, or budget. It's meaning, and there's a science to it. I work from the research on meaningful experiences and human flourishing, which is the part teams most often skip past on their way to logistics.
Three kinds of work come to me.
A brand knows what it wants people to buy and has never asked what it wants them to feel. Usually the team is capable and the strategy is transactional, so every journey map ends up describing steps instead of shifts.
You leave with emotional outcomes defined for the journey, and prototypes tested with real customers.
Onboarding, rituals, offsites, the moments that decide whether people feel like colleagues or like resources. Teams tend to arrive here after an engagement survey has told them something they can't fix with a policy.
You leave with the key moments redesigned, and a team that can run the same process again without me.
Training that people enjoyed and forgot. Curriculum that covers everything and lands nowhere. Academies that need building from research upward.
You leave with a curriculum grounded in learner research, and facilitators trained to deliver it.
What connects them is that I'd rather leave your team able to do this without me. Sometimes that means designing something together. More often it means building the capability inside the organisation, so it keeps changing something after I've gone.
Half a day to two days. A shared language and a first real output for a team or a whole department.
Two to five days, on site or away. Small teams take a live challenge from insight to tested prototype.
Three months and up. Curriculum, train-the-trainer and coaching, so the practice stays after I leave.
Fees depend on scope and travel. Tell me what you're working with and I'll come back with a proposal and a price.
Adidas was moving from a sales-driven culture to a customer-experience-driven one. Their CX team needed to design journeys that were emotionally resonant, not just efficient, in store and online.
At their global headquarters, we ran a trend talk and introductory workshop for over ninety CX professionals, then a two-day lab for twenty-four selected participants working on real challenges. Five teams took a full experience design cycle from insight to live prototype.
What changed was the frame. The team started setting emotional and intentional outcomes for the customer journey, rather than mapping steps.
"The Kaospilot Experience Design workshop helped our teams gain a different perspective on what it means to design meaningful experiences. What is it that matters? How does it feel? What does it change? It was both inspirational and motivating."
Patrick Schenck · Retail Innovation, Adidas
Adidas Customer Experience Department, 2019.
Sitra's Positive Sustainable Lifestyle test had reached nearly two million users across nine European countries. The team wanted what came before and after the tool to do more than nudge, and they wanted to design for transformation instead.
We built the PSL team's capacity to design transformative experiences, drawing on behavioural science, education and experience design, with Kindmind as partner. Five cross-functional teams prototyped new interventions around the digital tool.
The team left with frameworks they could reuse and, more durably, a habit of iterative design and systems thinking.
Sitra, the Finnish Innovation Fund, 2023. With Kindmind.
GIZ had years of research on how Ethiopian farmers could improve yields sustainably. It was locked inside dense digitised textbooks, unreachable for the eighty-nine million people who needed it.
With ReDI School, we established the Learning Experience Design Academy: a three-month full-time programme for young Ethiopian digital professionals. I led the human-centred research, the learning needs assessment and the curriculum design, then the iterative curriculum development, strategic coaching and training of trainers that followed.
Source: Ethiojobs
GIZ, with ReDI School and Info Mind Solutions. From 2021, ongoing.
Designed and led a bespoke experience-design training program for LEGO Group's design teams, part of the group's push to build experience-design capability in-house.
LEGO Group. Contracted through Kaospilot.
The Adidas, Sitra and GIZ engagements were led by Andy Sontag and contracted through Kaospilot.
If something here is close to what you're facing, write to me and we'll talk. You'll want to know whether I'm the right person, and sometimes I'm not. I'll say so. If it looks like a fit, I'll come back with a proposal.
Write to me