User Research

Pickers & Clickers

Alternate title: Pick-a-little, Talk-a-little Over the last 18 months or so, I’ve logged 200+ hours of moderating, watching, and reading user research sessions. Entrepreneurs with dreams of success, bloggers who…

Synthesizing usability test results

This week we got another usability study in the books by testing the most recent iteration of our signup and onboarding flow. Thanks to some help from our design operations…

“Am I Doing This Right?”

As a former freelancer I would have been considered a small business owner at one point. I was managing all aspects of the business which operated under my name. There…

Finding a Product’s Place

Some of my colleagues recently embarked on a journey to better understand our customers’ perspectives and what is most important to them and their businesses. While reading about their learnings,…

The Small Business Leader

Michael D. Watkins wrote about the seven seismic shifts of perspective and responsibility required for how managers become leaders in his piece for Harvard Business Review by the same name.…

Make the Levers

This quote from a WordPress.com customer caught my eye recently: It just really helped me to solidify what I really want my business to be. I don’t need this big…

But building a website is fun, right?

Tinkering on websites has been a thing for me since the late ‘90s. The first site I made was an Angelfire powered, unsanctioned site for the local ski hill. (Corel…

The challenge of deeply understanding our customers

As designers we often do research or get research insights by a specialized team. This research work is always impactful and can lead to smaller and large changes. Over the…

Customer experience, by design.

Creating work for myself has always been a challenge. It’s easy to get sucked into the possibility of the project and all it could be. I’m reminded of this challenge…

The 3rd Bucket

What prevents businesses going from surviving to thriving? Sure, time and money play a factor, but could there be a 3rd reason? Our research indicates yes!