Writing
Three essays, about 16 minutes
Writing
Essays on product work, and on the details that only show up after launch. Newest first.
2026
- The emails nobody designed5 minJuly 2026What happened when we mapped every automated message a traveller could receive — and why the map fixed more than the emails did.
- Fleet-on-Street: designing Amazon’s field-agent app5 minMarch 2026Designing Fleet-on-Street, Amazon’s field-agent onboarding app, and what each trade-off underneath the screens cost.
- The customer journey map that turned into a to-do list6 minJanuary 2026How mapping one traveller’s journey — from idle daydreaming to becoming “the expert” at dinner parties — stopped being a diagram and started telling us what to build.
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