Last updated: May 2026
Here’s what I’d tell you if we ran into each other and you asked what I’ve been up to.
Launching Experience Helpdesk
After years of doing high-touch UX work for enterprise clients, I’ve been figuring out how to put those same frameworks in the hands of in-house teams that can’t hire a full agency. Experience Helpdesk is the result — a monthly membership built around async coaching, office hours, and the same playbooks I use with Fortune 500 clients, sized for teams of two to ten people. I’m spending most of my time this spring on the launch: finishing the resource library, refining the coaching rhythms, and welcoming the first cohort.
Bringing Two Website Transformations Home
We’re in the final stretch on two long-running website transformations — a therapy practice and a personal brand site for a published author, built as a unified system.
The Big Enterprise Work
The Fortune 500 content migration I was leading in January is now in its operational phase. The new PM and dev team members I helped our clients hire took over the day-to-day this spring, and I’ve stepped back into a more strategic role — design system decisions, escalations, and the occasional “what would Joe do” question. Alongside that, our team handles the ongoing rhythm of enterprise work that doesn’t make headlines but keeps a major corporate digital presence running: visual QA for big announcements, compliance updates, security investigations.
Hosting Marginally Better
The podcast is well into its first season — eighteen episodes and counting. Recent ones include “The True Cost of Bad Customer Experience,” “The Death of the Phone Call (And Why That’s a Problem),” and “The Transparency Tax.” The through-line is the gap between what companies claim about their customer experience and what their customers actually experience. If you’ve ever filled out a five-question survey after a one-question interaction, you’ll find a lot to nod along with.
Writing on Bluesky
Most of my short-form thinking ends up on Bluesky. Recent threads: why WordPress remains the right choice for mission-driven organizations, the data behind why rushed website projects fail more than they succeed, and research debunking the myth that older adults are afraid of technology.
I’ve also been tracking the rise of AI-generated documents being used to deceive journalists. As someone who used to field hoax press releases in his radio producer days, this one hits close to home.
Saying No
I’ve gotten more comfortable turning down work that doesn’t fit. Projects where the client wants a pretty report instead of actual implementation. Engagements where the budget is a survival play rather than a strategic investment. Relationships where micromanagement is the norm. Life’s too short to work with people who don’t value the craft.
Outside of Work
When I’m not working, I’m probably listening to Americana music (preferably on a large ship), spending time with Lori and our family, or thinking about the next problem worth solving. I believe in building things that help communities thrive, and that belief shapes everything — the clients I take on, the projects I prioritize, and the way I approach the work.