thoughts & notes

December 18, 2018

A friend recently was recently asked her to do something that was urgent for work, though she had more important things on her plate.  By focusing on the urgent thing, she would have to pull her attention away from the more important thing that she was trying to accomp...

August 23, 2018

This sign once hung in a train station in England. A reminder to take a moment in the transition between things to reset and get ready.

When I was back in my corporate life, I used to stack meetings back-to-back all day long, often switching contexts 7-10 times a day....

July 5, 2018

In June, I taught a course at UXPA on Sketchstorming for Alignment and Ideation.  The class was focused on UX professionals who might work with a diverse set of stakeholders who

need to be a part of the process of coming up with ideas or who need to agree on what it is...

May 7, 2018

My tip of the month is for using a simple phrase when doing customer research interviews with customers. These three little words carry a lot of impact. In fact, I speculate that these words may be the most important words you can use when talking to customers. They ar...

April 21, 2018

Site visits (aka Contextual Inquiry) are an amazingly rich source for customer understanding. We typically go on site visits when we are trying to understand how people are accomplishing tasks now (whether it is with our solutions or something else), what their main pa...

April 19, 2018

1. Shadow them doing their work. As you watch them capture several things: what are the tasks that they do (and what are the steps in that task), what are the tools that they use, who are the people they interact with? Draw a map. Create a diagram somehow capture what...

March 27, 2018

I was reflecting the other day about some of the more disconcerting lessons I’ve learned in my career. Many of them fell into the bucket of thinking that a leader was one thing, but finding that it was really something else. I thought I’d take a moment and share some w...

February 26, 2018

I asked for a show of hands: "How many of you have built something that customers didn't use?"  The entire room raised their hands. Some gave nervous giggles. One leader mentioned a feature release that others in the room also knew about.  

In technology companies,...

February 19, 2018

You've just had a brainstorm and generated a huge number of amazing ideas.  How do you narrow down the options?  There are a number of different tools that you might use, but one of the most flexible and effective tools that I know about is something I call the 2x2 nar...

January 26, 2018

Play is good for you. It relieves stress, sparks creativity and releases endorphins. Play is highly underrated in work environments, where group play can bind teams and motivate actions, resulting in higher engagement and commitment and improving communication. 

But w...

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