Technology with Heart - Designing Systems People Actually Love

What This Episode Covers
Episode 3 looks at how technology can be efficient without losing its human touch. Many everyday systems feel cold and disconnected, from supermarket checkouts to hotel kiosks. This session explores how better design can create warmer, more thoughtful experiences and why small human details matter more than ever in an automated world.

Summary
* Why efficiency often comes at the cost of customer experience.
* Real examples people recognise immediately.
* The “Chocolate on the Pillow” principle and why small gestures matter.
* A simple loop for designing more human systems.

One practical test: “Does this help the customer or the company"?

James Kilgarriff
James Kilgarriff is an International Executive Coach with BetterUp, bringing more than forty years of global experience in leadership development, performance coaching, and personal growth. His early work with T. Harv Eker strengthened his understanding of mindset and human potential, and he is widely known for his ability to listen deeply, see people clearly, and support them with honesty and kindness. James does not believe in gurus or grandstanding; he believes that ordinary people can achieve extraordinary things when they are given the right support.

Steve Nicholls
Steve Nicholls is the Founder of Bizedge.ai and author of The AI Business Opportunity, working with leaders and mid-sized organisations to apply artificial intelligence in a practical, calm, and human-centred way. With more than thirty years in international business, including senior roles at British Telecom and Ciena, Steve brings a rare blend of strategy, technology, and real-world implementation experience across Europe, the United States, and the Asia-Pacific region. He believes AI should elevate people rather than replace them, drawing on his dyslexic ability to see patterns and connections that help organisations build confidence and capability in a fast-changing world.