Category Archives: Design

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

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

B2(very small)B Customers

I have spent most of my time in technology companies working on B2B software. Whether it’s been in support, design, product management, or operations a few interesting things stand out from having the smallest of businesses as my customers. There are many differences between

B2(very small)B Customers

I have spent most of my time in technology companies working on B2B software. Whether it’s been in support, design, product management, or operations a few interesting things stand out from having the smallest of businesses as my customers. There are many differences between