UX on Radical Optimist

Ticketing Systems Are an Antipattern for Team Collaboration

Wed, 01 Apr 2026 00:00:00 +0000

The ticketing system user interface is an antipattern for cross-team collaboration

If your team spends most of its time managing a ticketing system — filing requests, triaging queues, waiting for answers — you have already made your collaboration legible to a machine.

That is not a metaphor. Ticketing systems only work for the kind of work AI handles well: routine, well-defined, known destination, repeatable process. If your collaboration looks like a queue, it can be automated. And it will be.

📖 Nudge: Why Product Managers Should Become Proficient Choice Architects

Wed, 23 Jun 2021 11:49:49 +0000

Designing a great choice architecture should be one of your core responsibilities as a product manager.

Trifecta: How to maximize a product teams impact

Sun, 20 Sep 2020 07:03:22 -0400

Introduction & Definition

In this blog post, we’ll explore the concept of “trifecta” (also called triad in some organizations) that I have seen used successfully in the past both at start-up and even at large scale organizations (ex: Shopify).

Let’s start with a definition. The trifecta represents a subset of a product team whose goals are to capture systematically:

value: for the business
usability: for the user
feasibility: technological, ethical, legal, etc.

Valuable & Usable & Feasible are the trifecta goal!

I will use the term craft in this article and would also like to define it: a craft is one or more people inside the product-team with their hierarchy, rituals and specialties. Example of craft includes engineering (sometimes back-end, front-end, mobile), UX (designer, researcher, content specialist, etc.), Product (product manager, product owner, product lead, etc.), data-science (data-scientist, etc.), commercial, legal, etc. Each organization is different and has a different structure to execute its mission. In this article, I will refer to “craft” as the various specialties & hierarchies that exist within the organization.

Don't give us MVPs we want minimally enjoyable products!

Fri, 01 May 2020 07:25:40 -0400

Minimally Viable Products are a myth or, if you prefer a mental model. Always wrong but sometimes useful.

Original Image: Making sense of MVP (Minimum Viable Product) and why I prefer Earliest Testable/Usable/Lovable by Henrik Kniberg

Very much like Prometheus and the fire or Icarus and the sun they are powerful analogies and ideas that shape our view of the world. A tribute to their power is that, thousands of years after their creation, we still relate to them even if their initial context is long gone.