Many meetings fail because we try to follow the linear agenda and stop people from “wandering off the point”. The trouble is, most of us need to wander off the point to follow our natural manner of figuring stuff out.

Given that many people care about or have something at stake in how the problem is resolved, the process of solving a wicked problem is fundamentally social.

When we communicate and add technology into the mix (phone, video-chat, text message, etc.) it becomes more difficult. Technology becomes noise in the pure flow of communication.

Personas are based primarily on ethnographic user data. Ethnographic techniques are valuable because they assume that an interview subject’s attitudes and behaviors are so habitual as to be unconscious.

Design shops are missing the quant geeks and engineering shops are missing the visualization geeks that bring this digital world rich in opportunity into something that makes sense and beauty.

if you put each of your profiles side by side and compared them, you might be amused with your multi-faceted personality. But if, all of a sudden, your Mom wandered onto MySpace …you might also fear for the death of Independent… Whoever You Are.

once a product reaches dominance, it becomes very hard for it to be dethroned…psychologists point out that familiarity and comfort play major roles in keeping consumers loyal to an incumbent.