More choices doesn’t necessarily equate to a better experience. When presented with a requirement to offer multiple paths, make sure you understand if it’s needed.

I think about design research in terms of what I’m trying to learn. Each kind of research helps reduce risk at different points in the product lifecycle.

Updating enterprise systems doesn’t do any good if people won’t use it. Change management is a huge part of a successful system launch.

Each time Edison tried to invent the lightbulb it taught him a valuable lesson about what didn’t work. It wasn’t a waste of time.

I love observing how elevator buttons are designed. It’s taught me a lot of about delighting users of the things I design.