Writing
Notes on design & craft.
Occasional essays on product, process, and the unglamorous details.
- The emails nobody designed What 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 a field app from zero What building Amazon's field-agent onboarding app from a blank canvas taught us about glanceability, colour systems, and calm under stress.
- The customer journey map that turned into a to-do list How 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.