Latest · Operations
What Retail Can Learn from Frontline Associates
The people closest to the customer already hold the roadmap. The problem is that nothing in the operating model is designed to collect it.
6 min read · Essay in progress
Thinking
Short essays on what the floor teaches product teams.
Working notes, written to be argued with. New pieces are added as the research produces something worth defending.
Product
Why Customer Friction Is a Product Opportunity
Friction is not a service failure to apologize for. It is a repeatable, observable signal about where the system and the customer disagree.
5 min read
Experience design
Designing Better Store Experiences
Physical retail is an interface. It has navigation, state, error handling and latency — it just isn't usually reviewed that way.
7 min read
Systems
Operational Intelligence at Scale
Scaling insight isn't about more dashboards. It's about a consistent structure for capturing what happens between the dashboards.
8 min read
Research
Every Customer Story Contains Data
A single anecdote is noise. Sixty anecdotes coded the same way are a research finding with a prioritization attached.
4 min read
Full essays are being written and published progressively. If one of these is relevant to a problem your team is working on, ask and I'll send the current draft.