Simplicity

Complexity creates power

Complexity — whether by negligence or design — creates power but never power for the user. This is why a relatively…

Get out of crisis mode

I was in a meeting once when an employee made the painfully acute statement that “we’ve gotten really good at fire…

Surveys about customer service are useless

Last year, I took a customer service survey for Healthcare.gov. It asked me 6…

Let good, simple, and open sell itself

Often, we start worrying about marketing spin before we even have a product. “How do we…

Build it like a physical product.

At least until the singularity, products of intellect still require physical interaction at some…

Watching a bad system perpetuate itself

I’ve been watching a company I’ve worked with over the past 3 years do the same thing over…

The Little Idea of good.simple.open

I’ve spent most of my professional life frustrated by jobs that couldn’t live up to their…

Fixing a Sick System

I’ve written a lot about “sick systems” — those systems at our workplaces which bind us to them. This started after I left…