I help product and design teams build tools people love.

Most products are built for nerds (like me). They're technically impressive but confusing in practice — full of capabilities and power that regular people simply don't want, can't understand, and won't use. 

My work centers on making the most powerful technology in the world accessible to less technical users. I focus on the experience layer: the language, the architecture, the defaults, the little moments that build — or break — trust. The decisions we make every day that determine whether someone abandons your product or keeps coming back.

These days I'm Head of Product Experience at Agent.ai, where we're building AI agents for people who aren't always super technical — and shouldn't have to be in order to do remarkable things. After all, it's what you can do with the tool that really matters, in the end.

Before this chapter started, I founded and led the global content design team at HubSpot, where I helped make business software (of all things) feel human and accessible and occasionally even fun to use every day. I wrote Cultivating Content Design to explore how language and systems thinking can drive a more human user experience for the customer and sustainable business growth. After that I moved into more operational and strategic roles for a while. Then I left to try my hand at a few other things. Then the incredible team, mission, and founder (yes, the same co-founder from HubSpot) brought me back into the fold to help build and grow Agent.ai.

I write. I write a lot. Writing is how I think things out best.

I speak at conferences and internal training events. I advise a few founders who are building wonderful things.

I believe the best tech disappears. It just works, without making you think about how it works, or how it could work better for you. It becomes like electricity, silently and supportively empowering you to do your thing. 

Products that feel deeply human are products that real humans will love.

What I'm working on now →