TLF Gems Newsletter January 2025

Your monthly CX and insight newsletter from TLF Research

Every other creature can see what is. Our gift, which may sometimes be a curse, is that we can see what might have been.

Judea Pearl and Dana Mackenzie, The Book of Why

I love models—templates, frameworks, rules of thumb, checklists, cheatsheets—all these tools distil knowledge and experience into something easy to remember, digest, and discuss.

But models aren’t truths.

Beware anyone claiming there’s one true model, one effective framework, one best practice way of working. They’re either selling something or so blinkered by devotion to their model that they can't see its flaws.

Models, like metaphors, are lenses. They help us see problems more clearly, but no single lens works for every situation. Often, the best solutions come from looking through multiple lenses, each offering a different perspective.

The real skill isn’t finding the perfect model—it’s knowing when to switch lenses.

Thanks for reading,

Stephen

Here are 6 things we think are worth your time this month


Pessimistic Optimism

I really liked this New Scientist leader on getting the right balance of pessimism and optimism. It draws a parallel between climate mitigations and complex fields like surgery or space engineering in which things are so likely to go wrong that it's essential to plan for the worst so that you can deal with it. Very applicable to customer experience! "To mitigate against this, they use a simple tool: the humble checklist. By identifying points of failure and taking steps to avoid them, the odds of success become much greater.

The Semantics of Emotion

Really interesting (though somewhat technical) article using "colexification" to study emotion words across thousands of different languages. Some theories of emotion assume fundamental "basic emotions" while others assume that emotion words are socially-constructed labels we learn to apply. This article supports a more complex view that there is cultural variation, but also a consistent underlying structure based on valence (positive/negative) and activation (high/low energy). "We interpret these findings to mean that emotion words vary in meaning across languages, even if they are often equated in translation dictionaries...Despite this variation, we find evidence for a common underlying structure in the meaning of emotion concepts across languages."

Trouble at ONS

I'm sure all of us have a nagging worry about survey response rates, but have you considered the effect they could have on ONS figures and therefore public policy? Changes to society coming out of pandemic may have accelerated and exacerbated existing trends, and that's a problem not only for the ONS but for anyone who uses survey statistics to make decisions. "'I’m less worried about the exact size of the problem – which we don’t know – than I am about the fact that we still don’t really understand what’s happened and what is driving it, which means that solving it is very, very difficult.'"

Revisiting Stereotype Threat

A brilliant post about the challenges social psychology has faced in dealing with the collapse of some of its most lauded theories, including stereotype threat (the idea that our performance is negatively affected if we're reminded of negative stereotypes to do with our identity). Ultimately there's a very positive message - science works! By using better, more careful, study designs we learn which theories are correct and which we need to let go of. "What we’re experiencing now is science doing what it’s supposed to do: correcting itself. If we care about understanding the human mind and addressing real-world inequalities, we need to keep asking hard questions and demanding better evidence—not just for stereotype threat but for every cherished finding."

LEGO Stopmotion

There's been some fairly heavy-duty reading in this newsletter, so here's a bit of light relief - a LinkedIn post from a designer at Lego sharing the new stop-motion mode within the LEGO play app. It's a thoughtful post about finding the right balance of constraints and flexibility to encourage creativity. "The goal was to create a design that enables kids to figure things out and learn by themselves, with minimal guidance—and for the UI to be so smooth and simple that even parents know how to use it ."

What I'm Reading: The Promise that Changes Everything

The idea of listening more and talking less is hardly a new one, but it does feel like something society could do with heeding right now. This is our current book club book, and we're looking forward to talking about it (and listening to each other!) "We all long for this, the promise of no interruption, the promise of interest, the promise of attention while we think, the promise of this much respect fo us all as human beings."