Running without seeing the path
What people see in their heads when learning iteration Drawn in 2020. As aI was forced to try scrum, lean, and iterative web development in 2012. A senior leader had heard that it was the *right way to work*, and made our team implement it. We weren’t happy; we were really used to waterfall processes,…
Cost of Quality
Or Thing-I-wish-I-knew-15-years ago #2 Written in June 2025. As a UX researcher and qualitative researcher, I was forever trying to defend why observing even 5 people is beneficial, why design improvements matter, how usability contributes to the bottomline, etc. (I’m just fortunate to be working for a startup where the product leaders are design-mature, and…
10 Versions of UX Research Documentation
Pros, cons, and favourites. Originally posted on Ghost as 10 Versions of UX Research Documentation. Written in January 2022, as a work reflection. In the past 10-15 years, I’ve also probably tried around 10-15 different forms of UX research documentation and dissemination. Here’s a rundown of what worked and didn’t. In order of what-I-keep-coming-back-to: 1. The…
Weeknote: Human-Centered Governance
Originally posted on Ghost as Weeknote, July 11: Human-Centered Governance and learning about city service processes. Work things So lucky I got to try this firsthand (Thank you, R., for the opportunity). The first third of my career was about understanding people. And, why they buy. The second third was around understanding people and how the…
Rubber, meet Road: A reflection on service design, nine years after trying it for the first time
Originally written in December 2023, and posted on Notion. What do I even think of Service Design now? >8 years ago, my dream was to do service design. Then, I got to actually do it. I don’t think I was great at it, that time. I still love it, but I needed a lot of…
Who are we solving the service problem for?
Originally written in July 2024, and posted on Notion. As user experience practitioners working on B2B digital services, it’s easy to get lost in who we’re solving which problem for. You have internal stakeholders, internal users, customer buyer roles and multiple end-user types. In times of service upheaval (”transformation” is probably the more common word),…
Weeknote: Product Management focus areas, parent-life quests, and a mobility workout
Originally posted on Ghost as Weeknote, August 8: Product Management focus areas, parent-life quests, and a mobility workout. Work things I’ve been functioning as a Product Manager, for a few months now. For those who have worked with me, they know I’ve floated between leading the User Experience function (as a sort of principal designer), and…
Weeknote: International English and informational interviews
Originally posted on Ghost as Weeknote, July 19: On international English, informational interviews, and a classroom-ful of death. Work things There’s a somewhat funny transition that a person goes through when learning “product thinking” or “product insights”. It’s that point when “Listen to users” morphs into “Yes, but, don’t just listen to users”. The more critical…
Weeknote: “Ghost” in the machine
Originally posted on Ghost as Weeknote, July 4: Ghost in the machine; A heat workshop on a cold morning. Work things The team I work for was one of the earliest AI startups in freight-technology. We mainly automate operations and accounting processes. Working with Expedock was what inspired me to actually go back to school and…
Weeknote: Cross-project monitoring
This week was about reviewing how I handled multiple ongoing projects before. I don’t know if it’s mom-brain or aging, but I can’t seem to access memories of how I could keep track of up to 12 web development projects day-to-day, or orchestrate work across four build squads 😅 Based on my analysis, though, some…
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