Ideas, observations, and lessons for building better experiences.
A collection of essays exploring what it takes to create meaningful improvement.
- 01Systems3 min read
On Complexity
Why hard-working teams can hide broken systems
One of the reasons complexity is difficult to spot is that people are remarkably adaptable. When a process breaks, someone creates a workaround. When information isn't available, someone builds a spreadsheet. When systems don't…
- 02Systems3 min read
On Friction
Friction Is Rarely the Problem
Years ago, I was working on a redesign initiative with Emirates. One of the biggest complaints we heard from both customers and employees sounded straightforward. Passengers were getting to the airport with plenty of time before their…
- 03Business4 min read
On Coordination
The hidden work of being a patient
One of the more interesting features of modern healthcare is how much responsibility falls on the patient. This is easy to miss because healthcare is often described as something done for patients. We talk about diagnoses, treatments,…
- 04Artificial Intelligence6 min read
On AI and Decision-Making
Why people may trust AI for answers but still turn to humans for decisions
Much of the discussion around AI assumes that better answers will lead to better decisions. The assumption seems reasonable. If information becomes easier to access, faster to analyze, and cheaper to obtain, why wouldn't people rely on it?…
- 05Artificial Intelligence8 min read
On AI and the Future of Work
Why the biggest impact of AI may be job redesign rather than job replacement
Much of the conversation about AI focuses on a single question: Will it replace jobs? It's an understandable question. Every major technological shift has changed the nature of work, and AI appears capable of automating activities that…
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