or, it’s no longer enough to improve your user experience. It’s time to transform it. — Consider customer service… AT&T’s business customer service is organized into a series of silos: some by channel (e.g. in-store, phone, social), others by service (e.g. billing, technical). If a customer needing support contacted AT&T first by phone and then on Twitter before finally going into the store for help, support…

or, how to transform any project in just five days with our unique design sprint. — Need design help to take your project to the next level? Well, you’re in luck. When I was teaching at General Assembly, our full-time UX students capped their program with a three-week project for a real client. I was always impressed by how much work these small teams of three-to-four design students could accomplish in such a short time with real…

Introducing Sharpen Partners. — A few years ago, while leading J+E’ Creative’s experience design practice, I was thrilled when Clutch.co recognized our small, specialized agency as a national UX leader. And, again, when it happened the next year. And the year after that. 😉

or, applying the user-centered process to your life (and stuff). — The following originally appeared in Smashing Magazine in June 6, 2018. What follows is an iterative update, but the lessons and process herein remain in use. Everything is designed, whether we make time for it or not. …

or, a defense of making gratitudes part of your daily status meetings. — What’s one thing you’re grateful for, today? You can do it. Just one. It’s a simple question: What’s one thing you’re thankful for in this moment. And not something you’ve accomplished — that’s something internal we give ourselves — but rather an external influence for which you’re grateful. Take a…

or, three steps to keep your sh*t together while getting sh*t done in your PJs. — I’m fortunate. On March 13, when my wife was diagnosed with Covid-19 and our family was forced into medical isolation, my agency reacted quickly. …

or, remote accessibility is good for users and for businesses in good times and in a pandemic. — I love punny dad jokes. Here’s a fav: Do you know what Murphy’s law is? Anything that can go wrong will go wrong. Do you know what Newton’s first law is? An object at rest stays at rest and an object in motion stays in motion. Do you know what…

or, four techniques and one tip to help you transform your business into one that’s more productive, profitable, and rewarding. — Things are weird. We’re working from home, companies are clutching budgets close to their chests, and we don’t have weekend plans. Sounds like a good time for business people and creatives of all stripes to consider a healthy retrospective and recommit ourselves to being innovative.

or, how embracing risk in times of crisis can transform uncertainty into innovation and growth for you and your business. — I don’t think this is being said enough: This crisis will end. All crises do. In FDR’s first inaugural, the president addressed an angry and divided nation: “Only a foolish optimist can deny the dark realities of the moment. Our greatest primary task is to put people to work. This…