Think end-to-end

When you change a process, you have to think about the entire experience of the new process. Why? In short, you want people to follow the process and have a good experience of your service. I experienced a very broken process yesterday that saved the owner of it money...

The Benefit Gap

Purchasing health insurance is kind of like purchasing a specialty light bulb. There are more bulb options than you can ever imagine. Standing in front of the wall of bulbs once you’re at the store, you’ve probably realized that it’s next to impossible to pick the...