Lab Notes

How we think and what we’re working on.

Empathy and Personalization at Scale

June 21, 2019
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They say everyone’s favorite thing to hear is their own name. That’s why sales people are trained to learn your name quickly and use it a few times in conversation, to build rapport and trust.  Emails and websites use your name to show they recognize who…

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Innovation Isn’t a Side-Project

June 14, 2019
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14 time zones, 6 flights, 4 layovers, 2 trains, 3 hotels, and dozens of Wifi networks and one giant salt mine later, I’m back in the US. I’ve talked with lots of entrepreneurs and investors from the world over on this trip, and have come to a…

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The UX of International Travel

June 7, 2019
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I’m writing this from the airport in Bucharest, Romania. Techsylvania (a leading tech conference of Eastern Europe) has invited me Cluj-Napoca to talk about my upcoming book and lead a workshop on Human-Centered Product Design. What better way to spend a 5-hour layover than writing an email for all…

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The Importance of Process

May 24, 2019
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If you’re like me, you have a stack of ideas in the back of your mind. Ideas for new apps, how to improve something in your business, or how to make a product better. Ideas are awesome, but they’re worthless without execution. If all your…

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Innovation Isn’t Always Awesome

May 17, 2019
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Companies of all sizes are pushing their teams to be “innovative”. It’s the modern buzzword, and it’s in heavy rotation in boardrooms across the globe. Trouble is, “innovation” is a vague concept. Without a clear business objective, “innovation” could be anything from a radical new product…

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Tech is Creating a Reality Distortion Field

May 10, 2019
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Almost anyone with a WiFi connection can tell you technology has changed the way people behave and interact with each other, both online and IRL. It’s no mystery that social networks have had a profound impact on society as a whole. What’s not being talking…

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The Sonic Backlash

May 10, 2019
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Making movies is expensive. Very expensive. Reports say the new Sonic the Hedgehog movie was budgeted at $90MM, before the backlash. “What backlash?” you ask? Read on… For those who don’t know, Sonic the Hedgehog was a wildly popular video game from the 90’s. Any gamer born…

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The New Economy & Scaling Fast

April 26, 2019
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In the dark ages before the Internet, we lived in a seller-driven economy. People were only aware of what was at their local market, so they had limited choices. People relied on advertising and word-of-mouth to learn about new products and services. Companies would create new…

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Who Decides Whether to Buy Your Product?

April 19, 2019
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Not all buyers are the same. In every transaction, big or small, you have an economic buyer, the person who makes the money decision, and you have the needs buyer, the person who needs their problem solved. Sometimes these buyers are the same person, sometimes they are…

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