My Blog

I used to publish a design and strategy blog called Friction Fixer at I've shut down that site and archived the articles here:

Improving communication in schools and other large, complex organizations.

Published February 5, 2021.

What small businesses can learn from homemade chips and salsa.

Published January 8, 2021.

The story of Think Grand, and the importance of building community.

Published December 19, 2020.

The Five Essentials: A framework for better customer and employee experiences and journeys.

Published October 30, 2020.

How and why journeys go wrong.

Published October 9, 2020.

Journeys are everything, and they’re everywhere.

Published October 2, 2020.

What is design? A better definition for today’s world.

Published August 29, 2020.

Design is like a job interview.

Published August 20, 2020.

Want to dramatically improve your digital experiences? Focus on this, above all else.

Published August 4, 2020.

If we’re really serious about advancing accessibility, we must do these four things.

Published July 26, 2020.

Don’t confuse friction with process.

Published July 8, 2020.

Want your business to succeed in today’s world? You must follow these four rules.

Published July 3, 2020.

Premiere article: The future belongs to the friction fixers.

Published June 22, 2020.