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