Are Swimlanes Evil?

Betteridge would say “no”. I would say “maybe”. However you feel about swimlanes, I believe they can be used for good in spite of the Prioritisation Problem.

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RICE scoring in Aha! for prioritisation

Working out what to build next with the tried-and-tested quantitative method of RICE Prioritisation with Aha! Product Management scoring.

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How to prioritise your way out of releasing anything

Imagine never fixing that bug, never releasing that feature and never improving your onboarding experience — all you have to do is prioritise!

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HTML in Zendesk field descriptions

Sometimes you want more than plaintext in your field descriptions. Here’s a JS snippet that allows HTML (and multiple lines!) in your field descriptions.

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Your next-big-thing idea is worthless

So you have an idea and you think it’s worth a million dollars? I think it’s barely worth the paper it’s written on and here’s why.

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How to add Departments in ZenDesk

ZenDesk is becoming the de facto support system but it doesn’t handle departments as obviously as other solutions — this is the missing guide.

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Hello there!

My name’s Rich. I help companies make exceptional products.

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