5 Articles

The Field Means Proximity

There's nothing like getting close to your participants

The Parts Bin

Some notes on my way of cataloging ideas & inputs

Imperfection Scales

When the promise of a great experience is undermined by small imperfections, the experience—and our trust—erodes

Radicalizing Data

We’ve radicalized our data, allowing it to dictate direction and scope

Mailchimp User Persona Research

For the Mailchimp blog, I detailed how we [used personas to develop a clear understanding of our customers