The best customer journeys are won or lost at the baton pass.
Most customer experiences don’t fail inside a step. They fail in the handoff. Journey management means mapping those transfers, scoring journeys on the same scale, and fixing the ones that make customers question the relationship first.
What makes a good review
I’ve been thinking about what makes a critique good, whether you call it a design review, a working session, or a feedback session. The more clarity you provide upfront, the better the output, and the more shared design language you build with your team and partners.
The Privilege of Bad
Being bad at something is a privilege, not a failure state. The best managers I've had gave me room to be bad at design until I wasn't. AI is starting to remove that room entirely — fewer mistakes, fewer variations, less to learn from. I think we should build critique back in on purpose.
Why I still write my weekly syncs
I've written a weekly team update every Friday for three years, at two companies. AI could write it for me now. I don't let it, because writing it is how I actually know what my team accomplished. Sharing the format that's held up, and where AI does earn its keep in this practice.
Wireframes were never the job
They were the first thing everyone in the room looked at together. Now that anyone can generate a prototype, that shared picture is scarce — and owning it is what design leadership is for.