The Voice: A Guide to Building Trust in a Company

The voice is the unique identifiable personality that comes through in everything a company says or does. And even here you start talking about transparency as well, which becomes a really important theme throughout the book. I feel like that's one of those fundamental kind of table stakes questions of user experience design too. Like first, know thyself. It sort of gets to something that maybe even precedes user experience, like the way we talk about it today. Because sometimes it feels, am I supposed to invent something? Do I invent a voice? That's not really me, but at least I have to be consistent.