Presentations

Transit Lines & Touchpoints: Engineering the Customer Journey

In this presentation, I explore how thinking like a transit planner can transform the way we build digital products. Drawing from my experience at Trello, lululemon, and Atlassian, I walk through how viewing platforms as interconnected transit systems rather than isolated products can dramatically improve both user experience and team effectiveness.

The talk covers:

• How different platforms serve as "transit lines" in your customer's journey
• Identifying and optimizing critical "touchpoints" where users interact with your product
• Matching your planning horizon to your organization's scale and complexity
• Case studies of successful (and failed) strategic platform thinking
• Practical frameworks for implementing transit-thinking in your own organization

This approach helped transform Trello's mobile team from struggling with feature parity to achieving a 91% customer satisfaction score and improving team effectiveness from 45% to 89% in just six months.

As AI increasingly handles implementation details, strategic systems thinking becomes our most valuable skill. This presentation offers a fresh perspective on how developers, designers, and product managers can collaborate to create coherent experiences across the entire digital ecosystem.

Speaking Engagements

I'm available for keynotes, workshops, and panel discussions on topics including:

• Strategic platform planning in a multi-device world
• Designing for transitions between physical and digital touchpoints
• Building effective cross-platform teams
• Creating decision frameworks for long-term technical investments

Contact me to discuss bringing these insights to your conference, company retreat, or industry event.