WE STOPPED LIVING WITH A BABY AND STARTED HAVING A BABY LIVE WITH US.

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There’s a real (parent) insightful moment no one really talks about.

Not when the baby arrives. Not when they start crawling. Not even when they start walking. It’s the moment you quietly realise your house feels like yours again. For the past year, our living room wasn’t really a living room. It was a baby zone. Half of it taken up by foam mats, a massive playpen and toys everywhere. A quarter reserved for the dogs. And then this small leftover corner where we sat, ate and lived.

We didn’t live in our house. We lived around our baby.

// THE SHIFT

But something changed. She’s 16 months now. Stage five clinger. Wants to be around us constantly anyway. And it hit us. Why are we still designing the house like she needs her own world when all she wants is to be in ours? So we started reclaiming it. We removed the playpen, pulled everything back and reset the space. And suddenly, the living room felt like a living room again. Not a daycare.

Now it feels like a house where a baby lives,
not a baby’s house where we exist.

// NOTHING CHANGED.
EVERYTHING CHANGED.

That shift says something bigger about life stages.

Because nothing about us has actually changed. Same taste. Same aesthetic. Same love for a beautiful space. But our needs changed temporarily, and now they’re evolving again. Take something simple like our coffee table. It’s a beautiful piece, hand-carved from an old Indian door. Pre-baby, it was fucking perfect. Post-baby, it’s too big, too hard, and too risky. It dominates the space in a way that just doesn’t work anymore. So now we’re looking for something new. Not less considered. Not less beautiful. Just something that fits this moment. Smaller. Moveable. Adaptable. Something that lets us reclaim the space without ignoring the fact that a toddler still lives here.

// WHERE MARKETERS GET IT WRONG

This is where most marketing falls apart. We reduce people to segments. Parents. New parents. Families. As if that label suddenly defines everything about them. But people don’t wake up and become someone else overnight.

We’re still us. We’ve just moved through a phase.

// LIFE STAGES MATTER MORE THAN LABELS

At one point, you’re selling us baby gates, playpens and foam mats. Everything is about safety, containment and control. Then suddenly, without warning, we’re looking for something else entirely. We want our space back. We want design again. We want flexibility. We want to feel like ourselves again. Not because we stopped being parents. But because we’re starting to remember we’re also people. The same person you sold a big, beautiful coffee table to is the same person now searching for a smaller one. And one day, they’ll want the big one again.

Same person. Different moment.

// THE REAL OPPORTUNITY

If you’re building brands, products or experiences, this matters more than any persona deck. Stop thinking in static categories.

Start thinking in (life stages x transitions x tension points).

Because growth doesn’t happen when someone becomes a parent. It happens in the moments where they’re figuring out how to be a parent without losing themselves.

// RECLAIMING SPACE

For us, it started with something simple. Reclaiming our living room. Not removing her from it, but bringing her into ours.

And somehow, that changed everything.

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia

Stop trying to do everything. You’re achieving sweet fuck all.

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Let’s talk about marketing objectives, because most briefs that come through are cooked.

Not bad, not wrong, just trying to do way too much at once. You’ll see it straight away. “We want to launch a new product, build awareness, drive sales, increase retention, grow brand love, make people feel something, make them smile, make them remember us forever and maybe tattoo the logo on their arm like No Ragrets”.

All in one brief. Cool. So what are we actually doing?

I get why it happens. Businesses have pressure. Stakeholders want their thing in there. Everyone’s got a KPI they’re accountable for. So the brief becomes this big bucket of expectations. Let’s just do it all. Kill a few birds with one stone. Except you don’t. You miss all of them. You burn time, waste budget, dilute the idea, and end up putting something into the world that looks fine, sounds fine, feels safe, and achieves not much.

The best marketers I’ve worked with never do this.

The best briefs are actually boring on paper!

They’re clear, tight, precise. They answer one question. What are we actually trying to do here? Not ten things, not a wishlist, one thing.

Part of the problem is people mix up objectives. There are layers to it. You’ve got business objectives. That’s the big stuff. Revenue, growth, market share, what the board cares about. Then marketing objectives. Acquisition, penetration, retention, sales, moving the business forward. Then brand objectives. Awareness, trust, consideration, long term memory, the stuff that compounds over time. All important.

All valid. None of them are the brief.

The brief is the communication objective. What do we want people to actually think, feel or do after seeing this? That’s it. That’s the fucking job…

Say you’re launching a new pair of jeans. Not just any jeans, these are four way stretch, proper innovation, denim Jesus. The brief is not “drive sales, increase retention, build loyalty, grow brand love, educate the consumer”.

The brief is simple. Make some noise. Get attention. Break what people expect from denim. Make people stop scrolling and actually care. Everything else flows from that.

Another thing people get wrong is KPIs. They start loading the brief with metrics. We need to increase traffic, improve conversion, hit this number. That’s fine, but that’s not the job of the idea. That’s how you measure whether it worked.

The job is to create something worth noticing in the first place.

The simplest way I’ve ever seen this explained was with pens. Take a few pens, throw three at someone and tell them to catch them. They panic, miss most of them, maybe get lucky with one. Now throw one. They catch it. That’s it. That’s the whole point.

You might be able to hit two objectives if everything lines up perfectly, but most of the time it’s one, and the more you try to add, the more you water everything down.

Strategy isn’t about adding more thinking. It’s about removing everything that doesn’t matter so the one thing that does actually lands.

If your brief is trying to do everything, it’s not a strategy, it’s a wishlist.

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia

AI Is Getting Smarter. Are We Getting Dumber?

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AI is extraordinary. There’s no doubt about that.

It can write, analyse, design, synthesise, code, optimise and problem-solve faster than most of us on our best day. It can compress hours of thinking into seconds. It can surface patterns we would never spot. It can feel like a superpower.

And it is. Just ask my 70+ Year old mother. Growing up in a household where mum “knows best” just got worse… she’s got fucking Chat GPT backing her up.

So, even though Artificial Intelligence is awesome and all… it is also a temptation.

Not because it will replace us, but because it will seduce us into skipping the hard part. The thinking part. The wrestling. The reps.

The real risk isn’t artificial intelligence. It’s cognitive atrophy.

Your brain is a muscle. If you don’t use it, it weakens. We accept this in every other area of life. Athletes train. Musicians practice. Businesses refine. Skill compounds through repetition and resistance.

Thinking is no different.

Yet increasingly, people are outsourcing the very things that build their cognitive strength. First drafts. Frameworks. Research synthesis. Strategic direction. Even judgement. Before they have properly tried.

That is not augmentation. That is substitution.

We have been here before… Students once read to memorise rather than understand. They could recite the answer, but they could not apply it. They could not adapt it. They could not evolve it. The surface looked competent. The foundation was fragile.

AI risks amplifying that pattern.

You can generate an answer instantly. But do you actually understand it? Can you interrogate it? Can you challenge it? Can you sense when it is wrong? Can you connect it to lived context?

If not, you are not smarter. You are dependent.

Meanwhile, AI is levelling up. It is training on data, recognising patterns, improving at scale. Some humans, on the other hand, are thinking less, struggling more with complexity, skipping discomfort and defaulting to convenience.

Growth does not happen in convenience. It happens in friction. In the messy middle. In the moment when you are unsure and must sit with it. In the process of forming a point of view rather than copying one.

That is where neural pathways are strengthened. That is where judgement is built. That is where taste is refined.

You do not build cognitive stamina by avoiding the reps.

Now consider the next generation. Children growing up with instant answers to everything. No deep reading. No trial and error. No grappling with ambiguity. Just prompt, response, copy, submit.

Convenience is seductive. But development requires resistance.

If we remove resistance entirely, what are we building? Speed without depth. Output without ownership. Efficiency without understanding.

This is not an argument against AI. Quite the opposite. AI is one of the most powerful tools we have ever created. It can elevate thinking, accelerate iteration and expand possibility.

But it should be a sparring partner, not a replacement brain.

Bring a point of view first. Wrestle with the problem. Draft the messy version. Struggle through the ambiguity. Then use AI to pressure test it, expand it, refine it and sharpen it.

Harness its power to strengthen yours.

In the near future, everyone will have access to the same tools. The differentiator will not be who uses AI. It will be who can think independently of it. Who understands mechanics. Who can connect cultural nuance. Who has developed judgement through experience rather than prompts.

AI can generate patterns. It cannot generate lived wisdom. It cannot replace the intuition formed by years of making decisions, getting them wrong, and learning.

A smooth sea never made a skilled sailor. And instant answers never built a strong mind.

Use AI. Build with AI. Experiment with AI.

But feed your brain. Train your judgement. Do the reps.

Because the real danger is not machines getting smarter.

It is humans choosing not to…

*mic drop*

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia

EMIRATES – TRY BETTER ✈️ 💀

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“Fly Better”… Unless You’re Applying for a Job

Emirates is one of the most globally recognised brands in the world.

Iconic aircraft.
Immaculate service.
Huge investment.
Endless awards.

“Fly Better” isn’t just a tagline. It’s a promise. A positioning that signals excellence, precision, care, and world-class experience at every touchpoint.

Or at least, that’s what we’re meant to believe.

Recently, I came across a role at Emirates that genuinely caught my interest. Strong brand. Global scale. Serious ambition. So I did what any modern candidate does. I clicked “Apply” on LinkedIn.

Broken link.
Runtime error.

Strange, I thought. Tech hiccup. It happens. So I clicked again. Same result.

Okay. No stress. I’ll go direct.

I Googled “Emirates Careers Australia”. The first result was the official Emirates Group careers site. I clicked through.

Another runtime error.

Not just one role.
Not just LinkedIn.
The entire Emirates Group careers experience was down.

The error message read like something from 2006:

“Server Error in ‘/Application’.
An exception occurred while processing your request.
Additionally, another exception occurred while executing the custom error page.”

For a global airline brand built on operational excellence, this was… wild.

To sanity-check myself, I jumped onto SEEK. Same thing. Multiple Emirates roles. Every single link broken.

At this point, curiosity turned into concern. Not for me. For them.

Because if I’m seeing this, hundreds or thousands of potential applicants are too.

So I thought, maybe I should flag it. Give them a heads-up. Do the decent thing.

Finding a head office number in Sydney was impossible. Despite the roles being advertised as Sydney-based, there was no obvious corporate contact.

Eventually, I landed on a general Emirates number via Google. The usual call tree followed. Flights. Bookings. Upgrades. Loyalty. None of it relevant.

After navigating my way through, I finally spoke to a customer service rep named Hamza.

I explained the issue calmly. All careers links are broken. No one can apply. Something is clearly wrong.

His response?

“I can’t help with that. You’ll need to go to the careers website.”

I explained again that the careers website was the problem…

He repeated himself.

I asked if he could transfer me to head office, IT, recruitment, anyone who might care.

“I don’t have those details.”

I asked if he could log it internally.

“I’ll tell my supervisor.”

No curiosity.
No ownership.
No urgency.

Just a very clear “not my problem” energy.

So I asked a simple question.

“Can someone follow this up and call me back? I’m genuinely interested in the role.”

No. Not. Possible.

I asked if I could log a formal complaint, knowing full well that complaints at least generate case IDs and accountability.

“No, you have to log that online.”

Online.
On the broken website.

At that point, the penny dropped.

This wasn’t a tech issue. This was a people experience issue.

And that’s the real problem.

Brands love talking about customer experience. Emirates especially. But there’s a blind spot many global organisations still haven’t clocked.

Your candidate experience is your brand experience.

Every potential employee is also a customer. An advocate. Or a detractor.

When your systems are broken, your teams are disengaged, and no one feels responsible for closing the loop, what you’re really communicating is this:

“We look polished from the outside, but we don’t care enough to fix what’s underneath.”

And here’s the kicker.

If this is how a brand treats people who are actively trying to join the business, imagine how many high-quality candidates quietly walked away.

No application submitted.
No feedback given.
No second chance.

Just a closed browser tab and a mental note.

For a brand that prides itself on excellence, that should be deeply uncomfortable.

Because “Fly Better” isn’t just about champagne and legroom.

It’s about systems that work.
People who care.
And experiences that feel intentional from start to finish.

Right now, Emirates didn’t just lose applicants.

They lost trust.
They lost advocacy.
And in my case, they lost a customer too.

Global brands take note.

Your reputation isn’t built only in the moments you design.
It’s built in the moments you overlook.

And people notice.

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia

New Phone. Who Dis?

We built mobile phones so humans could talk to each other anywhere.
Connection on the go.
Freedom.
Reachability.

Fast forward to right now…

Nobody actually wants to talk to anyone.

We’ve turned a device designed for conversation into a slot machine of distractions.
We text.
We scroll.
We shop.
We doom-dial ourselves into oblivion…
But the one thing we don’t do is pick up the phone.
#LOL

We’re “hyper-connected”, but emotionally detached.

Think about it:

  • People will order a couch on their mobile.
  • They’ll share a meme.
  • They’ll watch six hours of Reels about a guy making birria tacos.
  • But when you call them?
    They’ll stare at the ringing phone like it’s a debt collector.

This is what modern connection looks like.
Convenient. Sanitised. Controlled.
The illusion of closeness without the discomfort of actual conversation.

And brands still behave like it’s 2004.

“Call now!”
“Let’s jump on the phone!”
“Can we discuss this live?”

Mate, your audience doesn’t even answer their mum.

If you want someone’s attention today, you can’t assume the channel drives connection.

You have to earn the moment that makes someone open the message, watch the video, or hit reply.

The phone didn’t get worse.
People just got overwhelmed.
Connection didn’t die.
It changed shape.

The brands that get this… win.


The ones that don’t… keep wondering why no one called them back.

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia

Hope and Belief: The Real Currency of Brands

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Let’s be brutally real…

Nobody wakes up in the morning and thanks a brand for saving their life.

Nobody cares that much. But people do wake up with hope. Hope for a better day, a better job, a better body, a better future. And belief is what fuels that hope.

The tension between hope and belief is where brands actually earn their place. People hope for change, but they’ll only believe in the ones who show them it’s possible. That’s not about pumping out another shiny campaign – it’s about credibility, action, and consistency.

Look at Nike. Nobody believes a shoe will magically make them a world champion, but people believe in what the swoosh represents i.e. the mindset, the grit, the possibility. That belief gives their hope fuel. Patagonia is another. They don’t just sell jackets; they give people permission to believe their purchase can align with their values. And then there’s Apple. You don’t buy an iPhone because you hope for a better screen. You believe in the bigger promise of creativity, connection, and status.

This is the real job of marketing: to bridge that gap.

To make hope feel less like a distant wish and more like a tangible step someone can take today. It’s not about brands playing saviour. It’s about brands being a vessel people can believe in long enough to turn their own hope into something real.

So here’s the challenge for us as marketers and strategists:

Stop selling the dream, start fuelling the belief.

Because without belief, hope fizzles out. And if you want people to give a fuck about your brand, you’d better be the one they trust to carry their hope just far enough to matter.

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia

HOLY SHIT – I’M A (MARKETING) DAD…

What I’ve Learned (So Far) From Becoming a First-time Parent in a “World of Perfect Instagram Families” and Overpriced Fucking Sleep Sacks…

You can read every book. You can scroll every post. You can spend months prepping the nursery, watching endless videos on Tik Tok, YouTube and Boundless Babies Beyond….

With all the new-found knowledge in the world… none of it prepares you for the moment a tiny human arrives and changes everything you thought you knew about life, love, sleep, freedom, purpose… and yourself.

Becoming a first-time dad is fucking wild.

I’m still in it. It’s raw. It’s real. And honestly, it’s a headfuck.

You go from being an adult with a reasonably predictable life to a walking burp cloth who cries over a baby smiling for the first time (but also cries because she won’t stop crying at 3:47am after 12 straight nights of no sleep).

Your sense of identity? Shattered. Your confidence? Shaky. Your Spotify algorithm? Now 90% white noise playlists and The Wiggles’ back catalogue. I mean, I do try and fit a bit of Oasis, Jay Z and Fleetwood Mac in the mix to promote diverse music appreciation 🙂

But… this new world? It’s also magic.

It’s a whole new lens on life. A portal into the most profound kind of vulnerability, joy, fear and love you’ve ever known. And it makes you see the world differently — especially when, like me, you’re a marketer who’s made a career convincing people to want things they don’t need.

Because now… I am the target audience. And holy hell, this market is next level.


Welcome to the Parental Purchase Spiral™

Once your baby arrives, so does the avalanche of stuff; Bottles. Carriers. Sleep suits. Swaddles. White noise machines. Apps. Toys. Teethers. Night lights. Prams that cost more than your first car.

And you’ll buy them all.

Not because you’re shallow or easily influenced. But because you’re desperate. You just want to do a good job. You want to feel like you’re nailing it. Like you’re not going to screw this whole “keeping a human alive” thing up.

Marketers know this. The good ones don’t just sell you features – they sell you reassurance and aim to arm you with confidence to tackle this new role in your life. “This monitor will help your baby sleep through the night.” “This probiotic drop will help your baby poop better.” “This smart bassinet will basically raise your baby for you.”

And suddenly, you’re dropping $500 on a vibrating robot cot that makes you feel like you’re winning at parenting, even if it doesn’t actually change a single-damn-thing.


The Opportunity for Brands

Here’s where it gets interesting. Because yes, there’s a lot of noise out there. But there’s also massive opportunity for new players to come in and really connect.

Brands who get that this journey is emotional, messy, vulnerable and human as hell – not just “cute” and Pinterest-worthy.

Brands who ditch the judgment and perfection, and show up with empathy, humour, realness. The kind of brands that say:

“Hey, you’re doing your best. We’ve got your back.”

That’s the shift I want to see. Not just smarter products. Smarter storytelling. Not just more tech. More trust. Keep it raw & real. Make me a believer that you’ve walked in my shoes and truly fucking get it!


What I’ve Learned (So Far)…

  1. You will never feel fully prepared. And that’s okay. You learn on the job.
  2. Your relationship will be tested. Sleep deprivation is a beast. Communicate. Forgive. Order Uber Eats.
  3. Everyone’s got an opinion. Trust your gut.
  4. You don’t need every product. But you’ll probably try half of them anyway (hint hint for marketers in the customer journey in enticing trial > purchase).
  5. The baby doesn’t care if the pram was $200 or $2,000. They just want you to cuddle them and smell like milk.
  6. Marketing to parents is a delicate game. But if you get it right? You’re in for life.

As I’m writing this, my baby is giggling at me speaking these words out loud as I’m typing – like it’s the best thing she’s ever heard. I’ve got spit-up on my favourite black CDG Play T-shirt and I’ve struggled to finish a hot coffee in 4.5 months.

But I wouldn’t trade this season for anything. It’s hard. It’s messy. It’s beautiful.

And if you’re a brand trying to reach people like me, don’t just speak to the parent/s. Speak to the person/people who’s suddenly navigating this whole new world with wide eyes, wobbly legs, and a full heart.

We’re tired. We’re overwhelmed. But we’re listening.

Just make it worth our time.


Written during a 27-minute contact nap, between feeds, nappy changes and watching bubs develop her resting bitch face (prematurely)…

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia

You Can’t Be Everything to Everyone

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These words have been ingrained in me as an important lesson – not just in the work that we do, but in the life that we live.

Too often, we get briefs with a “target audience” that is, quite literally… everyone with a heartbeat. “All Australians,” “Everyone living in Australia,” “Every parent,” “Every Gen Z….

Sure, for broad awareness-driven campaigns, this might make sense. But just like we can’t be everything to everyone in life, we can’t create ideas that will appeal to everybody. And that’s okay – because the most powerful ideas don’t need to.

The Power of Relatability

Great ideas don’t need to be for everyone; they just need to mean everything to someone.

I was watching an episode of The Rookie on Netflix recently. In this particular episode, the police were trying to talk a woman out of jumping off a bridge while holding a newborn baby. She had tragically lost her two-month-old to SIDS (Sudden Infant Death Syndrome) and, in an extreme case of postpartum depression, had taken a baby from a hospital.

Now, as a newborn parent myself, this hit different. We worry about everything. We have this helpless little human who depends on us for survival, comfort, nourishment, and love. And yet, despite doing everything right, there’s still this unrelenting fear of SIDS, this invisible threat lurking in the back of our minds.

The moment in the show when the police officer showed deep empathy, connecting with the mother’s pain and trying to bring her back, hit me in a way I wasn’t expecting. As they slowly and calmly coaxed her into handing over the baby, and holding her gently (not grabbing her forcibly off the edge as usually portrayed…) Before I even knew what was happening, I burst into an immediate – albeit short-lived—cry.

Why? Because I felt it. It was real to me. It tapped into an emotion that lived deep within me.

System 1 vs System 2 Thinking

This reaction is a classic example of System 1 thinking, as outlined by Daniel Kahneman. System 1 is fast, intuitive, emotional. It’s what makes us react before we can rationalise why. It’s why I teared up before I even understood what triggered me.

Most advertising tries to live in System 2 thinking – the rational, logical, conscious part of the brain. This is where most product benefits and features sit. The problem? System 2 takes effort. It requires active processing. And most people just don’t care enough to engage with it unless they’ve already been emotionally hooked.

The best brands? They start with System 1. They create something that resonates so deeply with a core group of people that they don’t have to “convince” them – it just clicks.

A Lesson for Marketers:
Stop Trying to Be for Everyone

This is why strategic media targeting matters. Too often, brands and media agencies take the easy, lazy approach blanket coverage. They prioritise reach over relevance. But what’s the point of reaching everyone if you don’t connect with anyone?

Think about brands that get this right:

  • Nike’s “Find Your Greatness” wasn’t about elite athletes. It was about the everyday person pushing themselves.
  • Apple’s “Shot on iPhone” wasn’t about megapixels and camera specs. It was about real people capturing real moments.
  • Dove’s “Real Beauty” wasn’t about generic beauty standards. It was about challenging them in a way that deeply resonated with real women.

None of these campaigns tried to be for everyone. They were laser-focused on the right people – the ones who needed to hear the message.

The Real Measure of Impact

We spend so much time measuring ad success in numbers i.e views, clicks, reach, impressions. But what about impact? The kind that shifts perception, builds advocacy, creates loyalty?

An ad that reaches 1 million people but means everything to just 10,000 of them will always be more powerful than an ad that reaches 10 million but is quickly forgotten by all.

So the next time you’re faced with the temptation to be “for everyone,” ask yourself:

What if, instead, you created something that meant everything to someone?

Because that’s how you make an impact. And in the long run, that’s how you build a brand people actually give a damn about.

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia

Why Frictionless Design at Point of Puchase: Feels Like Death by a Thousand Cuts 💀

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Self-service checkouts. Websites. Apps. These systems were designed to make life easier, faster, and smoother, right? Yet here I am, standing at a Woolworths self-service checkout, trying to do the exact thing the system was meant to facilitate: pay for my shit and leave.

But no. Life’s never that simple.


Welcome to the Self-Checkout Gauntlet (of Pain)

The self-checkout was meant to be my knight in shining armour. No lines, no awkward small talk with the cashier. Just me, my few items, and a beep-beep process to freedom.

Instead, I’m hit with a relentless wave of interruptions:

  • Are you a member?
  • Do you want to redeem points?
  • Do you want to round up for charity?
  • Do you want to round up your soul and donate that, too?
  • Do you want a receipt?
  • Would you like fries with that?

It’s not self-service. It’s a bloody interrogation.

In a world obsessed with “frictionless” experiences, we’ve ironically created friction at the most critical point: the moment of payment. The moment I’ve already decided, yes, I want your product/service. The moment I’m willingly handing over my money.

Why are we making the simplest part of the transaction the most difficult?


The Paradox of ‘Frictionless’

Somewhere along the way, businesses started equating frictionless with asking fewer humans to help you. But here’s the truth: true frictionless design isn’t about fewer humans – it’s about fewer hurdles.

At a self-checkout, I don’t want to make six decisions before I can leave with my groceries. I’ve already made my choices in the aisles. That’s it. Let me pay. Stop trying to sell me more shit at the finish line.

And don’t get me started on the barrage of pop-ups on websites. You know the ones:

  • “Subscribe to our newsletter?” (I haven’t even read your homepage yet.)
  • “Chat with us live!” (No, I really don’t want to.)
  • “Would you like to accept all cookies?” (Sure, why not? Take my data and my life.)

The Psychology We’re Forgetting

Marketers and designers preach the gospel of System 1 thinking – that instinctive, fast, subconscious decision-making process that helps us choose brands, click on ads, and buy things. But here’s the kicker: the same businesses that exploit System 1 to lure us in turn their backs on it when it matters most – the point of purchase.

At the self-checkout, in that moment of exchange, System 1 should reign supreme. My brain has already decided. But instead of a smooth, intuitive experience, I’m stuck wading through System 2 bullshit i.e. slow, effortful, conscious decision-making about points, receipts, and charity donations.

The result? Frustration. Irritation. And the likelihood that next time, I’ll think twice before returning.


The Bigger Problem: The Pain of Pop-Ups

Self-checkouts are just the tip of the iceberg. This issue is every-fucking-where. Take websites, for example. I can’t scroll down a homepage without being interrupted five times:

  1. “Join our mailing list!” (Let me breathe.)
  2. “Take our survey!” (Why should I care?)
  3. “Cookie preferences?” (Why is this my problem?)

The entire internet is a minefield of unnecessary interruptions. And every pop-up is a tiny dose of friction.

It’s death by a thousand cuts.

Here’s the thing: pop-ups, questions, and additional decisions aren’t inherently bad. But when they’re deployed indiscriminately – without consideration for context, timing, or user psychology… they sabotage the very thing they’re meant to support: a seamless experience.


The Lesson: Simplicity Isn’t Simple

Here’s the truth: the best-designed experiences feel invisible. They anticipate what the user wants, need no explanation, and remove hurdles – not bloody add them.

If you’re a marketer, a strategist, or a UX designer, ask yourself this:

  1. At the critical moment of exchange (the checkout, the “buy now” button), are you adding value or creating friction?
  2. Do your interventions serve the customer… or the business?
  3. Would you tolerate your own design?

Frictionless isn’t just about speed. It’s about respecting people’s time, effort, and decision-making capacity. And if you can’t manage that, your “easy” experience will feel anything but.


So, What’s the Fix?

The solution is simple – but not easy: empathy.

  • Think like a customer. Would you want to make six decisions before leaving Woolworths with a loaf of bread? Would you want to click through five pop-ups before reading an article online? Probably not. Walk in their shoes…
  • Design for the moment. At the checkout, the priority is speed and simplicity. Not upselling or data collection. Save those tactics for elsewhere in the journey. Don’t overwhelm peope.
  • Test your systems. Watch real people use them. If they groan, sigh, or abandon the process halfway through, guess what? You’ve failed. READ THIS AGAIN. Walk in their shoes.

Final Thoughts: Let Me Pay and Leave

We live in a world obsessed with less friction. But if you really want to create a frictionless experience, start by removing unnecessary obstacles – especially at the moments that matter most. Let people pay for their groceries. Let them browse your website. Let them interact with your brand on their terms, not yours.

Because right now, all these “frictionless” experiences are doing is creating one massive pile of friction. And the only thing they’re achieving is driving people away.

So, for the love of God, stop asking me if I want a receipt. Let me buy my shit and go.

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia

Framework Fetish: Why Strategists Must Think Beyond the Boxes 💀🖤

Photo by Tara Winstead on Pexels.com

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There’s this industry obsession with oversimplification.

We’re all about condensing, condensing, and condensing some more, as though brevity is always the soul of effectiveness… But what if, in our rush to simplify everything, we’re slicing away the very substance that makes strategy work?

Look, I get it… our job as strategists is to take the chaos and distill it into something that feels like clarity. To strip down the noise and keep things simple, actionable, and, dare I say, inspiring.

The ultimate goal is always to produce an output that’s brutally simple but majestically strategic, right?

Yet, here’s where it gets tricky. Lately, I’ve seen a growing trend of frameworks and “shortcut guides” that do more than just simplify… they fucking oversimplify. And in doing so, they’ve sparked a low-key civil war among strategists across the globe. A framework can be a powerful tool, sure.

But it’s just that: a tool. It’s not the whole workshop, and it sure as hell isn’t a one-size-fits-all solution.

As Ryan O’Connell, Chief Strategy Officer at Junior (ex Ogilvy CSO), once said: “What really matters is who’s using the tool, not the tool itself. Anything that stimulates great thinking can’t be a bad thing—as long as there’s great thinking behind it.”

The real magic isn’t in the framework, it’s in the strategist’s ability to look beyond the four walls of a template and see the full landscape. Sure, frameworks are fantastic for presenting complex ideas in a structured, digestible way, but when we start over-relying on them – especially the oversimplified ones, we lose the nuance. We lose the rigour. And let’s face it: sometimes the messy, arduous process is where the actual magic happens.

Let’s be honest here… our industry fucking loves hacking.

We love the idea of getting to the solution faster, trimming down structures, and finding ways to get to a “BIG IDEA” in half the time. In some scenarios, shortcuts are gold. Tight deadlines? Pitches? MVP startup launches? Sure, a hack might be exactly what you need to cut through. Being clever in a crunch can be a superpower. Sometimes. But not always…

But when it comes to long-term brand growth and creating something with lasting impact, hacks often become a fast track to nowhere. That’s where the rigour comes in. Sometimes, you need to let the process breathe. Let it marinate. There’s nothing wrong with taking the long road if it gets you to a place that’s both creatively explosive and strategically sound. You don’t have to find the end point in one brainstorming session. In fact, for more complex briefs, the real depth and clarity emerge only after you’ve waded through the mess.

And that’s the thing right – strategy often looks like a mess. But that’s because the path to clarity isn’t a straight line; it’s a tangled web of insights, thoughts, ideas, and counter-ideas.

The mess is the magic.

And honestly, the process isn’t something that should be explained to every peer across the agency or even your clients. That’s not their business. The only thing that matters? The final output. The recommendation. The quality of the thinking.

So, here’s a thought… let’s stop trying to turn strategy into something that can be hacked in a sprint session. Let’s embrace the complexity, respect the process, and have a little more faith in the rigour. At the end of the day, the best strategies aren’t the ones that were cut down and diluted for the sake of brevity. They’re the ones that stood the test of messy thinking and came out on the other side with a sharp, unforgettable edge. In the pursuit of turning chaos to clarity, let’s embrace the chaos more and use the best tool – our minds!

💀 🖤

Cheers,

DANIEL JACOBS
http://www.thecreativestrategist.com.au
https://www.linkedin.com/in/denialjacobs/
Melbourne, Australia