The Importance of Project Management within the Experience Thinking Ecosystem 

I have been communicating with people professionally for over 20 years. From account management and into project management, I have seen many changes within technology. Project management has shifted from logistics and processes into more of a soft skill role where human connection is key. I remember when I first interviewed with Akendi. I instantly felt I was with my people. The energy I felt was inviting, like a warm glow. I knew then that this is where I wanted to be — to further grow my skillset as a project manager.  

 Akendi has built the Experience Thinking (XT) framework to connect experiences across channels and silos, helping us build products that present themselves clearly and consistently to users. This ecosystem also enables a holistic approach to project management, where getting to know your colleagues and clients is just as crucial as producing plans, schedules, and coordinating meetings. It’s about creating the flow, setting the stage and keeping the project moving forward — iteratively and connectively. Throughout my time at Akendi I’ve learned that there are some critical aspects that repeatedly create success for our clients. 

Now…How About Now? Creating Open and Safe Communication 

The heart of genuine and thriving relationships is communication. Simple, right? Not always…at times it can be quite challenging. Emotions come into play, especially when shared sentiment resonates, whether in agreement or in opposition. That is when being nimble and empathetic within the communication is just as important as actively listening.  

Iterations are key

The more into the project you get, the Definition of Done (DoD) can evolve. You do not have to experience scope creep for the DoD to evolve. Thoroughness in critical thinking, listening, and sharing amongst the team’s interpretation of the data can impact the DoD. Guiding with a broader lens helps me keep the team out of the weeds when aligning on the DoD.  

Our researchers and designers work side by side within one UX team; this enables us to create an elevated client experience. Working in silos at any phase causes miscommunication. Bringing our whole team into the project from the start bridges the gap between roles and responsibilities. A clear understanding of each person’s swim lanes and how we can support one another throughout the project flow is essential.

Consistent Communication is Critical

Making sure conversations continue within the project team is vital. As the PM, I make sure feedback sessions and team chats occur regularly to discuss how the project is moving and if there needs to be any tweaks or updates to the approach.   

More cohesive and connected project outcomes come through creating a sense of oneness across the team. It’s about being attentive and observant of who you are talking with — taking in their nuanced way of working. Being present — “showing up” — is a big part of being a project manager with their heart in the game. For me, the people I work with matter — colleagues and clients alike. Every step in the project journey I ensure there is a safe space and time for conversations to occur with our clients and the project team. 

Curate Safe Spaces

I use the term safe space to mean creating a place where we can communicate without judgment and with the overall project goal in mind, rather than getting lost in the weeds of the tasks and analysis. Though we all have our own way of working and processing information, we can come together with respect and actively take part in the listening, sharing and aligning within each iteration of the project. Each moment, there is a shift in approach, or when questions arise, I make sure all voices are heard. Working session meetings and feedback sessions, recurring once or twice a week, ensure that all are aligned. 

We Are All Connected 

Project managers help connect various departments within an organization’s ecosystem. We often interact with business leadership, product teams, marketing teams, technology teams, and service design teams. These are the days of multiple connection points. When thinking about the Experience Thinking framework, I help all involved keep aligned with the big picture.  

As a proactive project manager, I keep the strategy, and planned outcomes front of mind. This requires interfacing with many people who may have their own agendas and goals driving their behaviours. This makes the work quite interesting yet messy at times.

Since we all ingest information differently and need time to process and think critically about the information shared/presented, it is valuable for a PM to be well-versed in multiple applications where collaboration can occur, from Miro, Milanote, Mural to Google Space, MS Teams, Zoom, Figma, etc. There are times when I message someone in an email, send a chat message to another in MS Teams, and do an @mention in Milanote to another colleague, each time the context of the communication  is the same, but the manner and approach to which I sent the message is communicated differently…it depends on the person.  

Transparency throughout the project is vital. That is why is it so important to establish a shared project repository that can be accessible by all project team members (across the UX team and client). It is much more efficient to have one place for easy access to project deliverables and artifacts to review, approve, and close the project.  

How AI Plays a Part 

When overseeing multiple projects, some days can feel like mayhem. I’ve learned to leverage AI tools such as ChatGPT, Microsoft Co-pilot, and Claude to assist with creating meeting notes, and compiling summaries of interviews, working sessions and presentations. AI also makes reporting simpler by making data assessment much faster through the creation of data summaries and charts. Smart applications, such as runn.io elevate reporting and resource tracking and are transforming project management. 

As AI applications become more robust and efficient, I can focus more on the strategic side of project management. I spend more of my time guiding the team to keep the bigger picture front and centre, focusing more on governance, stakeholder engagement, and innovation.

Project Management as a Critical Component 

At the heart of it all, project management within the Experience Thinking ecosystem is about connection — human connection, connecting across silos, and the connection between intention and outcome. It’s not just about getting things done; it’s about how I get them done — together with my team. By staying present, fostering open communication, embracing iteration, and leaning into both emotional and technological tools, we create space for better collaboration, deeper understanding, and ultimately, more meaningful results and outcomes. This is where I thrive — as a connector, a communicator, and a project manager who leads with both strategy and heart.