Complexity — whether by negligence or design — creates power but never power for the user. This is why a relatively…
In their book Rework, Jason Fried and David Heinemeier Hansson write a chapter advising us to “Say No by Default.”…
Last year, I took a customer service survey for Healthcare.gov. It asked me 6…
In web development, we don’t talk about Customer Service; we speak of User…
Once complexity is established in a workplace, it leads to a bullying mentality. That may have been the…
Internet entrepreneur John Battelle once wrote a blog post about Facebook attempting to out-compete Twitter. He didn’t believe this…
When I was in high school, I went to a church camp in the summer where the students ran a day camp for…