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Why customer tools are organized wrong
This article reveals a fundamental flaw in how customer support tools are designed—organizing by interaction type instead of by customer—and explains why this fragmentation wastes time and obscures the full picture you need to help users effectively.
Infrastructure shapes thought
The tools you build determine what kinds of thinking become possible. On infrastructure, friction, and building deliberately for thought rather than just throughput.
Server-side dashboard architecture: Why moving data fetching off the browser changes everything
How choosing server-side rendering solved security, CORS, and credential management problems I didn't know I had.
The work of being available now
A book on AI, judgment, and staying human at work.
The practice of work in progress
Practical essays on how work actually gets done.
Your biggest problems are the ones running fine
The most dangerous failures in any system — technical or organizational — aren't the ones throwing errors. They're the ones that appear to work perfectly. And they'll keep appearing to work perfectly right up until they don't.
The day all five of my AI projects stopped building and started cleaning
I want to talk about something that happened this week that I almost missed because it looked boring. Five separate software projects — all mine, all running semi-autonomously with AI pipelines — i...
The silence that ships
Three projects independently discovered the same bug pattern today — code that reports success when something important didn't happen. The most dangerous failures don't look like failures at all.