Just a reminder, I am only regularly posting on Threads at this time. Find me there:

Dear @British_Airways your website is currently broken, you can’t progress w/ check-in via mobile app or any browser. Agent WILL NOT escalate to supervisor. Because the site is broken we will not be able to check-in in time prior to arrival at LHR & will be bumped 2hr prior. WTF!.

Seven years ago today I officially launched Craft & Rigor to help businesses that needed guidance on establishing, growing, & improving the effectiveness of design & research orgs. Visit to learn how I can help you & your business succeed.

I came back on here just to post this:. Happy birthday, @joenatoli! I hope you are celebrating the occasion. I miss our chats and great discussions. Keep well my friend.

Heads up: I’m rarely on this app anymore, tho I came here every once in a while to see the 5 folks that haven’t made the leap to a place that is not such a toxic hell hole. So where am I these days? Well, I’m absolutely loving the UX & design community over on Threads. 🧡.

Not that it’s going to help with the misinformation and false equivalency going on here today but I will not stand for glorifying violence.

So, when asked to participate in a design candidate interview process, lead with empathy, understand the context, and avoid the need to be the bouncer or gatekeeper for the design org. That won’t help you find the best talent. 5/.

So when it comes to critique of work that has shipped, especially in the context of quickly reviewing candidate portfolios, it is very important to understand the “why” behind those design decisions as well as business decisions that may have impacted the design. 4/.

We often forget that the final product may not be exactly what the designer intended, even if the designer is influential & can bring their cross functional team with them. There can be many layers of bureaucracy that can impact what actually ships for better or worse. 3/.

So, when I am interviewing candidates for a UX or product design role on my team, I am far more interested in hearing about how the designer works with their cross functional partners on their team than I would be in hearing about what “they” shipped. 2/.

Love it or hate it but the truth is designers (UX & product) don’t ship, teams do. A designer may try to do everything in their power to get something out the door but ultimately it requires the collective team to make it really happen. 1/.

RT @joenatoli: IT'S HERE! Weighing in at a hefty 294 pages, I am proud to report that @leahbuley and my 2nd Edition of THE USER EXPERIENCE….

What’s one of the best ways to start your work week? A great talk on "Creating New Ideas from Diverse Insights & Inspirations!" by @kevinbethune, of course! He’s giving a more comprehensive course on “Unkocking Strategic Innovation through effective design leadership” coming up:

If you’re on Threads & especially if I were follow eachother here, please share your Threads username so we can connect there. I am far more active on Threads, like much of the UX & Product Design community. I get it if you don’t want to use it, but that’s where I’m mostly at.

RT @GilBouhnick: Are you saying AI is solving the wrong problem?

RT @reg_inee: I just got rejected from something I really wanted. I had a moment of sadness and then remembered that rejection is protect….

Hey @Walmart, your design org just lost 13% of their productivity, their job satisfaction just dropped by 22% (91% are leaving), you added ~71 more unpaid minutes to their workday, & operating costs just increased by $3.3 million. Congrats, you just pissed off your shareholders.

For those paying attention, this is that moment when you start your countdown:.

We’ve gone from “Don’t get in the way of the user trying to accomplish something.” to “Let’s wow the holy living crap out of the user.“ Can anyone share where these kinds of approaches, to this degree, objectively & measurably increased conversion & revenue for the business?.