Bolt Experience Design Studio

Hello all, today we reveal the 4th and final trap in our series on traps every business owner should avoid to know their customer. We talk about the risk of “Following the herd”. Sometimes external trends push business owners to do what others brands are doing - assuming it will meet the needs of their customer. Does this work?

At Bolt, Simran Ahuja and I use human centred design to help brands define that balance between best practices and what works for for a particular business.

Have you ever regretted following the herd?


Greetings! Today is the the third video in our series on traps every business owner should avoid to know their customer. We talk about what happens when “Empathy stays on top”. In India all the more we have to be mindful, because the empathy gap between top management and employees and also with customers is wide. Everyone needs to connect and relate with the customer’s world to design and deliver great service.

At Bolt Experience Design Studio, Simran Ahuja and I use human centred design to build organisation wide empathy.


Hi all, today is our second video in the series of “Traps every business owner should avoid” to truly get to know their customer again. In Covid times, the power of empathy cannot be emphasised enough. Yesterday we shared trap #1: The Business owner’s assumption trap that actually serves as barrier between us and our customer. Today is trap #2: All needs are equal. Why is that a trap? Watch the video and find out.


Simran Ahuja

For the last few weeks Simran Ahuja and Sonali Gogia co founders at Bolt, have been revisiting the topic of empathy from different lenses.

We spoke about how managers need to cultivate the skill of empathy towards their employees so they can spread it to customers.

We also shared a series on knowing your customer and how personas and customer data are both important tools.

If you are a business owner or a customer service manager, you are probably not unfamiliar with the importance of empathy in delivering great customer service.

Yet, so often we as customers’ experience that empathy gap with scripted and transactional customer service. Tech enabled service tools have just enhanced that emotional disconnect. Now more than ever we need fresh empathy to design the right customer service protocols and design customer friendly digital touch points.

This week we are doing a series on traps to avoid if you truly want to get to know your customer again, in Covid times.

drives .

Watch the first of our series here and follow us at Bolt Experience Design Studio for updates.