CX Strategic Knowledge · CX Methods
Common pitfalls & anti-patterns
Cheap, fast research is microwave pizza: it fills the slot and misleads everyone who consumes it.
Recurring anti-patterns share one root: substituting cheap shortcuts for professional work. Untrained staff doing research, shipping speed over quality, guessing in workshops, and bargain research methods all produce junk science that misleads decision-makers.
- The Anyone Can Cook fallacy: believing CX tasks need no professional training, which yields junk science
- Feature Factory: prioritizing release speed over experience quality
- Solution-by-Workshop: dozens of people guessing at user behavior instead of observing it
- Microwave Pizza Research: the cheapest, fastest methods, like unmoderated surveys, standing in for professional insight
The corrections are consistent. Intervene early with behavior triggers, before struggling customers become sad metrics. Treat handle time as a symptom and measure real time to resolution instead. Accept that fast, democratized research usually misleads the decision-makers it was meant to inform.
And fix before scaling. Growth does not dilute experience problems. It multiplies them, along with the attrition they cause.
Apply this
Reading about common pitfalls & anti-patterns is one thing. Seeing where it applies in your journey is the useful part.