My Thinking Space

I live in San Francisco and whenever possible I use the streetcars on Market Street for my commute. It’s rarely crowded and always cool. In rush hour it’s as fast as MUNI (subway), and for the same price you get

My Thinking Space

I live in San Francisco and whenever possible I use the streetcars on Market Street for my commute. It’s rarely crowded and always cool. In rush hour it’s as fast as MUNI (subway), and for the same price you get

Tools, Notebooks and Monkeys

Written as part of the SupportDriven writing challenge. SupportDriven is a community of the best (100% objective observation) professionals working in customer support and product management at companies large and small. The question asked was “what tools do you use

Tools, Notebooks and Monkeys

Written as part of the SupportDriven writing challenge. SupportDriven is a community of the best (100% objective observation) professionals working in customer support and product management at companies large and small. The question asked was “what tools do you use

A Career in Customer Support

Written as a response to a writing challenge in SupportDriven. A community of the best (that’s a 100% objective observation) professionals working in customer support and product management at companies large and small. Very little about my career has been

A Career in Customer Support

Written as a response to a writing challenge in SupportDriven. A community of the best (that’s a 100% objective observation) professionals working in customer support and product management at companies large and small. Very little about my career has been

Looking for Fearless UX Designers?

These past few months I’ve been teaching the full time UX design program at General Assembly. A ten week intensive boot camp for people changing careers into UX design. People quitting jobs, moving cities/countries, paying $$ – going all in.

Looking for Fearless UX Designers?

These past few months I’ve been teaching the full time UX design program at General Assembly. A ten week intensive boot camp for people changing careers into UX design. People quitting jobs, moving cities/countries, paying $$ – going all in.

Only Your Customers Know Who Your Competitors Are

It’s so easy to worry about competitors too early. And to worry about the wrong competitors. I know, I do it. I think what happens is that working in a startup produces anxiety, and competitors is a tangible thing to pin that anxiety on. We

Only Your Customers Know Who Your Competitors Are

It’s so easy to worry about competitors too early. And to worry about the wrong competitors. I know, I do it. I think what happens is that working in a startup produces anxiety, and competitors is a tangible thing to pin that anxiety on. We

Stretching Without Breaking

In my experience the path to awesomeness whether as a team or as an individual goes through finding the right level of challenge in whatever I’m doing. Challenge drives motivation and great productivity. Most of the time that also translates into fun,

Stretching Without Breaking

In my experience the path to awesomeness whether as a team or as an individual goes through finding the right level of challenge in whatever I’m doing. Challenge drives motivation and great productivity. Most of the time that also translates into fun,

It’s Potential – Leave it Alone!

In the words of Dylan Moran: “It’s potential, leave it! It’s like your bank balance, you always have a lot less than you think.” As Mike Monteiro puts it in his post “Can Design Change The World?“. We’re not special

It’s Potential – Leave it Alone!

In the words of Dylan Moran: “It’s potential, leave it! It’s like your bank balance, you always have a lot less than you think.” As Mike Monteiro puts it in his post “Can Design Change The World?“. We’re not special