The Hard Parts
Honest notes and tools for bringing your best to the hardest work
Their language, not yours
Years ago, I helped design a fintech app around a term everyone in the industry was using. It turned out our customers didn’t think that way at all. A short piece on jargon, big ideas, and finding the first step people will actually take.
The best customer insights start around minute 18
Customer interviews are slow: all that effort for a single respondent. It’s no wonder so many teams reach for a survey instead. Here’s why I still think interviews are worth the time, and what I’ve learned about getting more out of every conversation.
The Cost of Looking Too Far Ahead
A coaching conversation kept drifting months ahead, into milestones, what-ifs and what-might-bes. The usual advice wasn’t landing. Then an image came to mind that changed how we talked about planning, and what it costs to look too far ahead.