An Overview

My goal is to foster connections — between people, communities, products, and services — while encouraging interaction and communication.

Customer Engagement and Organizational TransformationI practice at the intersection of user-experience design, organizational strategy, technology, and storytelling. I help organizations build effective platforms for delivering transformative communications and services.

People-centered design is a rapid and iterative interaction design methodology focused on understanding and engaging individuals in ways that are useful, usable, and desirable.

People-centered design approaches are cost-effective and scalable; applicable to both large and small projects, they can be used to generate ideas, to facilitate communications within a project team and with external stakeholders, and to refine and improve interactions on existing applications. Find out more.

Twine Studios

I am the principal of Twine Studios, a collaborative user experience (UX) research, strategy, and design firm. Check it out at

A Few Links To Articles On This Site

Over the past few years I’ve posted a number of articles on various topics on this site — here are some links to a few that might be interesting:

Beyond Advertising: Platforms for Engagement
How you can transform your organization through an audience-centered engagement strategy

Design Strategy: An Overview
An overview of what I do and how I work (sometimes)

Rethinking Cultural Heritage Tourism
An explanation of how historical and cultural groups can begin to connect with new audiences.

What If? Design
Some thoughts on emergent design and how to create the future…

What is Concept Design?
Using Design Strategy as a tool to achieve business transformation.


I am the principal of Twine Studios - - a user experience research, strategy, and design firm for organizations looking to transform how they engage their audience through rapid, iterative, people-centered approaches.

  • Lavelle Jo-Ann Nomdo: Hugh, on the topic of engagement, most policy-makers are too acutely aware of needing to engage with [...]
  • Lavelle Jo-Ann Nomdo: Hello Hugh How refreshing (even @ 2am south african time) to find another person who can honestly [...]
  • eddie laverty: Hi, I'd like to read the FORA paper, but the links are dead. Do you know of anywhere else I might b [...]
  • Mike: Hello and thank you for your article. I think this would be a perfect career path for me, but I don' [...]
  • Jon Steinar: You are talking about design...period. This article is just a pretencious verbal mastrubation. Sor [...]

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