Filed observations from the work.
Short, specific, opinionated. What I learned while doing the job — not after.
- № 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 →