Why Gen Z Might Just Be the Generation We’ve Been Waiting For
How a Gen Z freelancer taught me more about readers than any manual ever could.
When I decided to set up my Substack account, I reached out to a a brilliant Gen Z web expert to help me with the website.
Of course, they delivered the technical work flawlessly. But what truly fascinated me was how they guided me in thinking about Substack in ways I hadn’t considered before.
As someone who has spent years in customer experience, I was intrigued by the lessons they shared:
They helped me see the audience’s perspective, showing me how to anticipate what readers might need even before I realized it myself.
They nudged me toward a truly customer-centric approach — every piece of content, every design choice, should be made with the reader in mind.
They highlighted the importance of attention to detail, even in the smallest corners. For instance, the email opt-out page: they made sure that even if someone chooses to leave my Substack — even if I’m not providing value at that moment — the experience still leaves them with a smile.
They emphasized empathy in design — it’s not just about functionality; it’s about respecting the reader’s choice and making it feel thoughtful.
And they kept reminding me that clarity and simplicity matter. Cut the clutter, make every interaction intuitive, and ensure the experience is enjoyable.
It struck me that this generation — Gen Z — has internalized what many organizations are still trying to teach: a customer-first mindset, a deep empathy for people, and a keen eye for details that truly matter.
Even in something as small as an email opt-out page, they were thinking about human emotion, experience, and connection. And if they approach small things this thoughtfully, imagine the impact they can have on bigger problems — in business, society, and life.
This made me realize that Gen Z might be exactly the generation the world needs right now: timely, empathetic, and insightful. They are calling out the right problems, with the right temperament, at exactly the time it’s needed.
If you’re curious to follow my thoughts, reflections, and findings around human behavior, decision-making, and life lessons, I’d love for you to subscribe to my Substack. Let’s explore these ideas together, one insight at a time.
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