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Why customer tools are organized wrong
This article reveals a fundamental flaw in how customer support tools are designed—organizing by interaction type instead of by customer—and explains why this fragmentation wastes time and obscures the full picture you need to help users effectively.
Infrastructure shapes thought
The tools you build determine what kinds of thinking become possible. On infrastructure, friction, and building deliberately for thought rather than just throughput.
Server-side dashboard architecture: Why moving data fetching off the browser changes everything
How choosing server-side rendering solved security, CORS, and credential management problems I didn't know I had.
The work of being available now
A book on AI, judgment, and staying human at work.
The practice of work in progress
Practical essays on how work actually gets done.
Nothing is finished until you say it is
Continuous delivery removed the endings from work. That felt like progress. But without formal completion, you lose the ability to say what you actually accomplished — and more importantly, what you're done thinking about.
Your biggest problems are the ones running fine
The most dangerous failures in any system — technical or organizational — aren't the ones throwing errors. They're the ones that appear to work perfectly. And they'll keep appearing to work perfectly right up until they don't.
The work that remains
When AI handles implementation, the human job shifts from doing the work to understanding the work. Speed without understanding is just technical debt with better commit messages.