Field notes
Useful answers to expensive questions.
How to decide what to fix, automate or build—written from product and delivery work, not assembled from trend reports.
Website, workflow or software: what actually needs fixing?
Locate the failure before commissioning the solution.
Where digital transformation should start in a service business
Not with a platform shortlist and not with a three-year roadmap.
Where AI helps a service business—and where it creates risk
A practical boundary for automating work involving trust and judgement.