See The World Like Your Customers Do
It can take a lot of work to get a detailed understanding of what customers experience. As anyone who has done field research or customer development will know, it can very get quickly get expensive and take up a lot
See The World Like Your Customers Do
It can take a lot of work to get a detailed understanding of what customers experience. As anyone who has done field research or customer development will know, it can very get quickly get expensive and take up a lot
Using Journey Maps to Prioritize Work
Journey maps, and the end to end view it gives you of what your customers experience, can help you prioritize work. And it can help you prioritize based on that most critical dimension, the importance to the customer. What is
Using Journey Maps to Prioritize Work
Journey maps, and the end to end view it gives you of what your customers experience, can help you prioritize work. And it can help you prioritize based on that most critical dimension, the importance to the customer. What is
Journey Mapping helps Focus Your Team on the Customer
Sometimes it feel like the teams we work with speak different languages. You have Sales talking (very fast and quite loudly) about what they need built to close the deals that are in their pipeline. You have Product teams drooling
Journey Mapping helps Focus Your Team on the Customer
Sometimes it feel like the teams we work with speak different languages. You have Sales talking (very fast and quite loudly) about what they need built to close the deals that are in their pipeline. You have Product teams drooling
Voice Interfaces – So Awesome yet So Awkward
Voice interaction is a great option in some cases, but it doesn’t need to be injected into every corner of life.
Voice Interfaces – So Awesome yet So Awkward
Voice interaction is a great option in some cases, but it doesn’t need to be injected into every corner of life.
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,
Building stuff - product strategy, design and user experience 