There are moments in everyday life when you want to tell someone something. I was on a shuttle bus and wanted to apologize to someone sitting in front of me. It would have been easy to tell him when I first got on, but I was distracted finding a seat. It would have been easy to get up at the first traffic light, when the bus was stopped. Or at the second. Things were quiet enough for conversation too. We were about to head into the countryside, so I knew there were not many more moments. When I approached him, it was not the person I thought it was. I did feel better that I had tried. And that there was one more traffic light than I had expected.
UX, CX & What Your Audience is Really Seeing