This season premiere reveals how design leaders can transform fragmented user experiences into unified journeys that fundamentally improve human performance. Paul shares the powerful shift from system-first to journey-first thinking through a real-world logistics redesign project, demonstrating how questioning fundamental assumptions about system organization can unlock breakthrough solutions that reduce cognitive load and increase operational efficiency.

Key takeaways include:

• Think in journeys, not systems when planning complex user experiences
• Use cognitive load as a fundamental design principle for decision-making
• Create alignment around journey-centric metrics that span multiple systems
• Lead teams through mindset shifts from technical optimization to user workflow optimization
• Recognize that fragmented experiences are barriers to human performance, not just inconveniences