Category Archives: Design

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

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

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