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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
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The work of being available now
A book on AI, judgment, and staying human at work.
The practice of work in progress
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Dev reflection - February 17, 2026
I want to talk about staging areas. Not the technical kind—the human kind. The places where work goes to sit. The inbox you check before forwarding. The draft folder. The approval queue. The meetin...
Dev reflection - February 16, 2026
So here's something I want to think through today. I've been working across several projects simultaneously, and what's striking me isn't the building. It's the deleting. The removing. The taking a...
Dev reflection - February 15, 2026
I want to talk about what happens when something stops being a tool and becomes plumbing. Because that shift is happening in my work right now, and I think it's happening everywhere, and most peopl...
For every team that says “this is as good as it’s going to get,” there’s a doppelgänger team out there who refuses to settle. They are pushing & they will eat your lunch-unless you raise your bar.
Elevate your team's success by setting high standards. Discover how striving for excellence drives innovation and outpaces the competition.
Jasper is a useful tool for developing employee training.
Transform employee training with Jasper by aligning programs to business goals, engaging diverse learning styles, and using innovative methods for success.
Climbing the corporate ladder from your couch? Think again. The hidden limitations of remote work are here. My friend Max is employed at a company that offers its employees the option to work from…
Discover how remote work can hinder career growth and promotions, as shared through Max's story and supported by studies on workplace dynamics.