Work

What I do

01

Frame the problem

I help teams turn ambiguous customer and business challenges into clearer product opportunities, user scenarios, and design direction.

02

Connect teams to customers

I work close to customers, engineers, and product teams to understand real workflows, surface unmet needs, and reduce the distance between insight and action.

03

Shape product experiences

I translate research and strategy into interaction models, concepts, prototypes, design recommendations, and product stories that teams can build from.

04

Make AI adoption human

I study how AI changes software development, collaboration, trust, productivity, learning, and the way organizations understand impact.

Method

How I work

My work spans from discovery to delivery: learning from customers, making sense of complex systems, shaping product direction, and helping cross-functional teams move with clarity.

  1. 01

    Discover

    Understand users, customers, teams, workflows, constraints, and the broader system.

  2. 02

    Frame

    Turn messy inputs into clear scenarios, hypotheses, product needs, and decision points.

  3. 03

    Concept

    Explore interaction models, solution patterns, prototypes, and product narratives.

  4. 04

    Align

    Tell the product story so designers, engineers, PMs, data scientists, leaders, and customers make shared decisions.

  5. 05

    Learn

    Use feedback, product signals, and real-world adoption patterns to refine direction and improve outcomes.

Books

Books

I’ve written practical guides for product makers, researchers, designers, and developers who want to build better software with customers closer to the center.

The Customer-Driven Culture

A Microsoft story about building a learning-focused organization, reducing the distance between teams and customers, and making culture change practical.

View book

The Customer-Driven Playbook

A hands-on guide for converting customer feedback into product direction through hypotheses, experiments, and sensemaking.

View book

User-Centered Design

A developer-friendly introduction to usability, user research, and design practices that help teams create software people can actually use.

View book

Focus

Current focus

I’m focused on customer-connected product innovation in the age of AI: how teams identify meaningful problems, co-create with customers, design usable solutions, and understand the human impact of new tools and workflows.

The work is part discovery, part design strategy, part technical sensemaking, and part organizational learning. I’m interested not only in what AI makes faster, but what it changes about collaboration, trust, quality, and the way teams learn.

Customer insight Interaction models Product storytelling Developer experience AI adoption Organizational learning

Point of view

A simple working belief

Great products come from teams that know how to learn. The tools change. The methods evolve. But the hard part remains deeply human: asking better questions, making sense of what we hear, and turning that learning into decisions that improve people’s lives.

Reduce the distance between product teams and the people they serve.

Conversations

Conversations about AI and work

I co-host ai Unprompted, a weekly podcast about AI and its impact on how we work, create, and build.

Listen to ai Unprompted

Places

Where you can find me

For writing, updates, downloads, and professional context, you can find me here.

LinkedIn Medium Instagram Customer-Driven Playbook downloads ai Unprompted