It’s all made up, and that’s okay

Is content strategy … real? Product strategy? UX strategy? Customer experience? What about content design? Information architecture? Experience architecture? The answer to any of these, depending on my mood, is either yes, no, or who cares. Mostly, and most importantly, it’s “Who cares?”. Arguments about what “does and doesn’t exist” in design land to be…

Two product culture weaknesses that can kill your experience

When the overall quality of a digital experience feels low, but I can’t quite put my finger on it, I’ve found that it often stems from one of two secret weaknesses that plague many product teams: lack of confidence and lack of trust.  Lack of confidence The kind of confidence I’m talking about is an…

What is UX Writing?

UX writing is less “writing, but apps” and more “design, but words”. What I mean by that is that UX writing is primarily a UX design specialization. UX writers typically focus on interface copy and language while working collaboratively as part of a design team on a specific product or feature, rather than working solo…

Weaponized

A bit jarring to see one of the tools of my trade — customer journey maps — pop up in this article about the 737 Max and Boeing’s efforts to manage customer “anxiety” about their totally safe airplane that’s killed 346 men, women, and children. (So far.) I’ve been trying to imagine how it will…

Sometimes the box is more fun

One of the first times I presented on ecosystem mapping, an attendee shared an image of their own map they’d been inspired to create. It was interesting, colorful, and information-rich. But also? It wasn’t what I’d call an ecosystem map. At first I worried about the quality and clarity of my presentation. But others shared…

A smaller toolkit

The more you know, the less you carry. Mors Kochanski, wilderness survival expert. Writing and sketching. Card-sorting. Diagrams. Interviews. Spreadsheets. Workshops (structured ideation and synthesis). That’s my toolkit, more or less, for most design problems. The further I get into my career the more affinity I have for simple and sturdy intellectual tools that can…

The map in your head

I’ve written four articles now about content ecosystem mapping. I’ve coached clients through producing them, I’ve led workshops on them, and I’ve given many talks about them (and their big brother, concept models). A point I stress over and over, but is hard to make stick, is that the activity of making the map is…