Save Money & Offer a Better Experience — It Can Be Done

Profit making and good user experience do not need to be at odds. At Lyft, we found a way to reduce our costs AND provide a measurably improved customer service experience by enhancing our automation in support ticket handling. Read the full post on Lyft’s Engineering blog on Medium -> https://eng.lyft.com/save-money-offer-a-better-experience-it-can-be-done-2f3cdbc66c42

The Product Experience of Mission Driven Companies

The Stories We Tell We all build up stories about the world based on preconceived ideas from culture and experience. This can cause us to make some very poor decisions such as when HP denied Steve Wozniak’s multiple attempts to offer the personal computer or we assume those from underdeveloped countries are not capable of being entrepreneurs. “The stories we […]

Mozilla CBT Build Principles

Making implicit information explicit allows us to grow. We are able to recognize and add to something that works well, while focusing less on what doesn’t work well. Being explicit allows us to talk about something we do and/or experience – it allows this information to be shared and understood by others. When we focus […]

Winning Startup Weekend (SF)

This was my second Startup Weekend. My team won! I was CEO and co-founder, partnered with two good friends (my co-founders) who were CTO and CDO. We created an app called Nikomu which was about connecting people through cooking together. For many many years I’ve been interested in how people connect through technology and this […]

Exploring Contributor Motivation

Why does understanding motivation for open source matter? This allows community builders to design more fulfilling experiences for contributors. It allows a contributor to be recognized in way he or she prefers. It allows community builders to advocate for projects that would be exciting to contributors. The challenge of studying motivation (and thus recognition) is […]

Desire Paths, Service Design and Branding when traveling from Denmark to Norway

I recently traveled from Denmark to Norway. Here are three great examples of desire paths, service design and branding that I saw while doing the traveling part of the trip. DSB is the biggest Danish railway provider. They have a very easy to use phone app that let’s you purchase tickets, use your phone as […]

One Small Way Government Communication Would Be Different From a Service Design Perspective

We all know those, often long and confusing, letters we get in the mail from a government agency. Now put yourself in the shoes of someone in a foreign country who lacks proficiency in the county’s main language because they are new. Those letters just got a whole lot worse. Navigating a government system in […]