Matt Costello @themattcostello - Twitter Profile

11 months ago

@itspatmorgan I sort of love the idea of AI feeding the agile beast, opening up time for designers to focus on the discovery I think matters, but often gets overlooked... or hard to dedicate time to in Series B.

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Patrick Morgan

@itspatmorgan

over 2 years ago

As Karri notes, B2B design is quite different from B2C, but it doesn’t get much publicity. I learned a lot by designing 3 separate 9-10-figure cybersecurity startups in the last 8 years. A few thoughts: Managing multi-persona dynamics The distinction between buyer and user is a big one. For me, that meant designing mostly for the security engineer (the user) but delivering enough value to the Chief InfoSec Officer (the buyer) for them to see it was worth spending hundreds of thousands or millions of dollars per year on our product. In some cases, other third-party employees could torpedo the sales process too (like if a CTO or Chief Architect decided they didn't want to accommodate our architecture). Lack of quantitative scale I never had the user scale to get quantitative results fast enough to routinely inform design decisions. This in turn prioritized a combo of qualitative research and craft to make design decisions. TBH a good environment for designers to flex their skills. Different "voice of the customer" Design wasn’t the sole “voice of the customer.” We had entire teams in professional services and customer success who were in constant contact with users and whose job it was to represent their needs. This shifted my focus to be more on leaning into those relationships, interpreting the constant flow of feedback, and synthesizing it into smarter design choices. High-stakes design changes The stakes of making changes were very high. If we made a poor design decision that resulted in a major error it could take down our customer’s systems (and the other businesses that depended on that company’s services). This meant we needed to “measure a hundred times to cut once” and be very deliberate in our prototyping and rollout process. Publishing more thoughts on enterprise design this weekend on https://t.co/d2FEwh6zuG It’s an area ripe for design disruption with the right culture shifts.

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Matt Costello @themattcostello

over 6 years ago

@AskPlayStation I've tried contacting you multiple times via phone, chat, and twitter to return a game that I accidentally purchased twice - to no response. I disputed the second purchase, and you have now suspended my account. How do I fix this?

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