Polly Hammond

Polly Hammond is a dynamic speaker, podcaster, and consultant, and founder of 5forests. She helps businesses build and implement robust strategies that drive measurable growth.

Designing a Better Customer Experience

In a recent article, we talked about the decision-simplicity index, and I received a few emails asking about clear pathways versus the old-school tactic of upselling via meandering paths. “Isn’t it better to encourage people to look around, so maybe they add more to the cart?” Before I answer, I will lead in with a story:…

Anatomical sketch of naked male by Leonardo da Vinci

Simplicity sells.

Recently, someone (not the client) looked at one of our most thought-out, planned, customized sites (with innumerable goal-driven features) and said, “it just looks like a simple site to me.” Honestly, my team was gobsmacked. We had spent months working on discovery and custom development and optimization and testing ….My ego reared its head and…