Filed observations from the work.
Short, specific, opinionated. What I learned while doing the job — not after.
- № 08June 26, 20266 min read
Designing the System Around the Study
The hard part usually isn't finding the need. It's getting the org ready to act on it.
A mobile request that looked like a usability ask turned out to be a question about whether the organization was set up to do anything with the answer.
Enterprise CCaaSProduct strategyStakeholder workRead the note → - № 07June 23, 20266 min read
Scaling Research Without Scaling Chaos
Democratization was never the problem to solve.
Research demand outgrew the team, and the obvious fix was to train more people. The harder question was how to keep judgment intact while participation went up.
Research operationsEnablementSystems thinkingRead the note → - № 06June 19, 20266 min read
Designing for Organizational Memory
What Implementation Copilot taught me about looking past the feature request.
Customers were not struggling to configure their systems. They were struggling to keep understanding them, and that is a different problem with a different fix.
AI in the loopEnterprise CCaaSSystems thinkingRead the note → - № 05June 16, 20265 min read
Beyond Debugging
Everyone had the data. Nobody had the explanation.
A question about routing diagnostics turned into a question about how many groups were independently paying to reconstruct the same understanding.
Enterprise CCaaSProduct strategyExplainabilityRead the note → - № 04June 12, 20266 min read
From Metrics to Meaning
It looked like a dashboard problem. It was a sense-making problem.
Voice Insights had no shortage of metrics. What it was missing sat in the middle of the workflow, in the step where people decide where to look first.
Voice & CCaaSDecision supportProduct requirementsRead the note → - № 03June 9, 20265 min read
The Outage Was the Study
Doing research while the system is on fire.
An outage is an honest look at how people actually figure things out under pressure, and it's honest in a way a scheduled session never manages, because nobody is performing for you.
Incident researchEnterprise CCaaSProduct requirementsRead the note → - № 02June 8, 20265 min read
Research That Ships
That's why I write requirements, not just reports.
I stopped shipping findings a while ago. I ship decisions. The gap between what I learned and what we shipped should be as small as I can make it.
Research operationsProduct thinkingWriting practiceRead the note → - № 01June 6, 20265 min read
One Researcher, Twenty Pods
How I use AI to scale without leaving the field.
The hard part of research was never collecting the signal. It was making sense of it fast enough to matter. Here's how AI carries the mechanical weight so I can stay in the room where the decisions get made.
AI in researchEnterprise CCaaSField practiceRead the note →