The System Nobody Used

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FROM THE WORK
Yelp: From 2 to 30 - Building a Creative Operating System at Scale
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IAC - One Lead, Three Brands: The Internal Agency Model
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AI as a Creative Co-Pilot: A Practical Guide
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The System Nobody Used
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How I Built an AI-Human Creative System (And What Actually Worked)
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Living Like Kevin: How a 25-Year-Old Film Became a $500K Revenue Campaign
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Why UX Writing is the Most Important Element of Narrative Design in Your Product
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Why Internal Brand Strategy is Your Most Powerful Growth Engine
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Why "Data-Driven" is Killing Your Creativity (And Why "Data-Informed" is the Solution)
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What the Level Design of Dark Souls Can Teach Us About Employee Onboarding
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What the Architectural Principles of Tadao Ando Can Teach Us About UX Design
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What is Creative Ops? A Practical Guide to Building a More Efficient Creative Workflow
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What is "Radical Empathy"? (And Why It's the Most Undervalued Asset in Business and Art)
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What Hiring Managers in Product and UX Really Want to See in a Creative's Portfolio
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UX Writing is More Than Microcopy—It's Narrative Design
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The Storytelling Genius of Video Game "Lore": What Brands Can Learn from Elden Ring
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The Rise of the Full-Stack Creative: Why Marketing Teams Need to Rethink Creative Roles
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The Psychology of a Perfect Pitch: How to Frame Your Story to Speak Directly to the Primal Brain
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The Perfect Creative Brief Template (And Why It Will Save Your Next Project)
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The Manifesto of the Full-Stack Creative
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The Full-Stack Triumph of Barbie: Narrative, Marketing, and Product
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The Full-Stack Deconstruction of a Hit K-Pop Group: A Case Study in Narrative, Product, and Community
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The Empathetic Leader's Playbook: How to Build Resilient and Innovative Teams
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The Complete Brand Storytelling Framework: A Step-by-Step Guide
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The Art of the Post-Mortem: A Creative Leader's Guide to Learning from Wins and Losses
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The Anatomy of a Flop: A Full-Stack Post-Mortem of Quibi
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The 7 Essential Tools for Creative Leaders: A Full-Stack Toolkit
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The 30M Impression Campaign: How Storytelling and Earned Media Turned a Brand Activation into a Cultural Moment
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The "Unreliable Narrator": A Deeply Creative Trope You Should Be Using in Your Brand Marketing
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The "Second Brain" for a Full-Stack Creative: My System for Capturing, Connecting, and Creating Ideas
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The "GTM" is Your Third Act: Applying Narrative Structure to Your Go-to-Market Plan
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The "Creative Capital" Framework: How to Allocate Your Time and Energy Like a Venture Capitalist
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The "Chief Narrative Officer": Why This Will Be the Most Important C-Suite Role in the Next Decade
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Scaling Creative Operations at Yelp: The Systems That Made It Possible
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Narrative Marketing vs. Performance Marketing: Why Story-Driven Campaigns Win
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Moonbeam: 0 to Acquisition — Building a TikTok-Style Podcast App from Beta to Exit
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Leader's Guide to Managing Freelancers and Creative Agencies
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How to Lead a High-Performing Remote Creative Team
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Avenues: The World School - Building a Global Brand System Across Two International Campuses
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How to Build a Brand Voice from Scratch: A Startup Case Study
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How to Apply Product Thinking to Your Creative Process
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How We Used User Journey Design to Boost a Creator Platform’s Retention by 30%
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How We Used Narrative to Increase Audience Reach by 40%: An IAC Case Study
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How We Drove 30 Million Impressions for Yelp’s National “Servies” Campaign
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How We Built a Creative Operating System to Increase Campaign Efficiency by 25% at Yelp
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How We Aligned Creative and Product to Build a Better Content Pipeline at Yelp
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First Principles Thinking for Creatives: How to Deconstruct Any Story or Brand Problem to its Core
From The Work
Deconstructing Haiku: How the 5-7-5 Structure Can Revolutionize Your UX Microcopy
From The Work
Creative Strategy Isn't Just for Agencies—It's a Core Business Function
From The Work
An Agile Creativity Framework: How to Run Your Creative Team Like a Product Squad
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AI as a "Creative Co-Pilot": A Practical Guide for Agencies and Studios
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A Leader's Guide to Managing Freelancers and Creative Agencies
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GTM Strategy Case Study: How We Launched a Startup MVP
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5 Enduring Lessons from a Decade of Leading Brand Campaigns
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World-Building-as-a-Service: The Next Big Agency Model
From The Work

BALANCE IN
MOTION FOR
A BETTER LIFE
Yelp: From 2 to 30 - Building a Creative Operating System at Scale
BALANCE IN
MOTION FOR
A BETTER LIFE
IAC - One Lead, Three Brands: The Internal Agency Model
BALANCE IN
MOTION FOR
A BETTER LIFE
AI as a Creative Co-Pilot: A Practical Guide
BALANCE IN
MOTION FOR
A BETTER LIFE
The System Nobody Used
BALANCE IN
MOTION FOR
A BETTER LIFE
How I Built an AI-Human Creative System (And What Actually Worked)
BALANCE IN
MOTION FOR
A BETTER LIFE
Living Like Kevin: How a 25-Year-Old Film Became a $500K Revenue Campaign
BALANCE IN
MOTION FOR
A BETTER LIFE
Why UX Writing is the Most Important Element of Narrative Design in Your Product
BALANCE IN
MOTION FOR
A BETTER LIFE
Why Internal Brand Strategy is Your Most Powerful Growth Engine
BALANCE IN
MOTION FOR
A BETTER LIFE
Why "Data-Driven" is Killing Your Creativity (And Why "Data-Informed" is the Solution)
BALANCE IN
MOTION FOR
A BETTER LIFE
What the Level Design of Dark Souls Can Teach Us About Employee Onboarding
BALANCE IN
MOTION FOR
A BETTER LIFE
What the Architectural Principles of Tadao Ando Can Teach Us About UX Design
BALANCE IN
MOTION FOR
A BETTER LIFE
What is Creative Ops? A Practical Guide to Building a More Efficient Creative Workflow
BALANCE IN
MOTION FOR
A BETTER LIFE
What is "Radical Empathy"? (And Why It's the Most Undervalued Asset in Business and Art)
BALANCE IN
MOTION FOR
A BETTER LIFE
What Hiring Managers in Product and UX Really Want to See in a Creative's Portfolio
BALANCE IN
MOTION FOR
A BETTER LIFE
UX Writing is More Than Microcopy—It's Narrative Design
BALANCE IN
MOTION FOR
A BETTER LIFE
The Storytelling Genius of Video Game "Lore": What Brands Can Learn from Elden Ring
BALANCE IN
MOTION FOR
A BETTER LIFE
The Rise of the Full-Stack Creative: Why Marketing Teams Need to Rethink Creative Roles
BALANCE IN
MOTION FOR
A BETTER LIFE
The Psychology of a Perfect Pitch: How to Frame Your Story to Speak Directly to the Primal Brain
BALANCE IN
MOTION FOR
A BETTER LIFE
The Perfect Creative Brief Template (And Why It Will Save Your Next Project)
BALANCE IN
MOTION FOR
A BETTER LIFE
The Manifesto of the Full-Stack Creative
BALANCE IN
MOTION FOR
A BETTER LIFE
The Full-Stack Triumph of Barbie: Narrative, Marketing, and Product
BALANCE IN
MOTION FOR
A BETTER LIFE
The Full-Stack Deconstruction of a Hit K-Pop Group: A Case Study in Narrative, Product, and Community
BALANCE IN
MOTION FOR
A BETTER LIFE
The Empathetic Leader's Playbook: How to Build Resilient and Innovative Teams
BALANCE IN
MOTION FOR
A BETTER LIFE
The Complete Brand Storytelling Framework: A Step-by-Step Guide
BALANCE IN
MOTION FOR
A BETTER LIFE
The Art of the Post-Mortem: A Creative Leader's Guide to Learning from Wins and Losses
BALANCE IN
MOTION FOR
A BETTER LIFE
The Anatomy of a Flop: A Full-Stack Post-Mortem of Quibi
BALANCE IN
MOTION FOR
A BETTER LIFE
The 7 Essential Tools for Creative Leaders: A Full-Stack Toolkit
BALANCE IN
MOTION FOR
A BETTER LIFE
The 30M Impression Campaign: How Storytelling and Earned Media Turned a Brand Activation into a Cultural Moment
BALANCE IN
MOTION FOR
A BETTER LIFE
The "Unreliable Narrator": A Deeply Creative Trope You Should Be Using in Your Brand Marketing
BALANCE IN
MOTION FOR
A BETTER LIFE
The "Second Brain" for a Full-Stack Creative: My System for Capturing, Connecting, and Creating Ideas
BALANCE IN
MOTION FOR
A BETTER LIFE
The "GTM" is Your Third Act: Applying Narrative Structure to Your Go-to-Market Plan
BALANCE IN
MOTION FOR
A BETTER LIFE
The "Creative Capital" Framework: How to Allocate Your Time and Energy Like a Venture Capitalist
BALANCE IN
MOTION FOR
A BETTER LIFE
The "Chief Narrative Officer": Why This Will Be the Most Important C-Suite Role in the Next Decade
BALANCE IN
MOTION FOR
A BETTER LIFE
Scaling Creative Operations at Yelp: The Systems That Made It Possible
BALANCE IN
MOTION FOR
A BETTER LIFE
Narrative Marketing vs. Performance Marketing: Why Story-Driven Campaigns Win
BALANCE IN
MOTION FOR
A BETTER LIFE
Moonbeam: 0 to Acquisition — Building a TikTok-Style Podcast App from Beta to Exit
BALANCE IN
MOTION FOR
A BETTER LIFE
Leader's Guide to Managing Freelancers and Creative Agencies
BALANCE IN
MOTION FOR
A BETTER LIFE
How to Lead a High-Performing Remote Creative Team
BALANCE IN
MOTION FOR
A BETTER LIFE
Avenues: The World School - Building a Global Brand System Across Two International Campuses
BALANCE IN
MOTION FOR
A BETTER LIFE
How to Build a Brand Voice from Scratch: A Startup Case Study
BALANCE IN
MOTION FOR
A BETTER LIFE
How to Apply Product Thinking to Your Creative Process
BALANCE IN
MOTION FOR
A BETTER LIFE
How We Used User Journey Design to Boost a Creator Platform’s Retention by 30%
BALANCE IN
MOTION FOR
A BETTER LIFE
How We Used Narrative to Increase Audience Reach by 40%: An IAC Case Study
BALANCE IN
MOTION FOR
A BETTER LIFE
How We Drove 30 Million Impressions for Yelp’s National “Servies” Campaign
BALANCE IN
MOTION FOR
A BETTER LIFE
How We Built a Creative Operating System to Increase Campaign Efficiency by 25% at Yelp
BALANCE IN
MOTION FOR
A BETTER LIFE
How We Aligned Creative and Product to Build a Better Content Pipeline at Yelp
BALANCE IN
MOTION FOR
A BETTER LIFE
First Principles Thinking for Creatives: How to Deconstruct Any Story or Brand Problem to its Core
BALANCE IN
MOTION FOR
A BETTER LIFE
Deconstructing Haiku: How the 5-7-5 Structure Can Revolutionize Your UX Microcopy
BALANCE IN
MOTION FOR
A BETTER LIFE
Creative Strategy Isn't Just for Agencies—It's a Core Business Function
BALANCE IN
MOTION FOR
A BETTER LIFE
An Agile Creativity Framework: How to Run Your Creative Team Like a Product Squad
BALANCE IN
MOTION FOR
A BETTER LIFE
AI as a "Creative Co-Pilot": A Practical Guide for Agencies and Studios
BALANCE IN
MOTION FOR
A BETTER LIFE
A Leader's Guide to Managing Freelancers and Creative Agencies
BALANCE IN
MOTION FOR
A BETTER LIFE
GTM Strategy Case Study: How We Launched a Startup MVP
BALANCE IN
MOTION FOR
A BETTER LIFE
5 Enduring Lessons from a Decade of Leading Brand Campaigns
BALANCE IN
MOTION FOR
A BETTER LIFE
World-Building-as-a-Service: The Next Big Agency Model
POINT OF VIEW

Point Of View
In 2023 I took on a consulting engagement with a growing digital agency. Thirty-odd people, a creative team of eight, and a production process that had never been formally designed — it had accumulated over time, the way most creative processes do, through informal agreements and individual habits that hardened into assumed norms. Projects arrived through whoever was available. Briefs lived in Slack threads. Asset handoffs happened via email attachments with version numbers in the file names. Nobody could see what anyone else was working on.
I had built exactly this problem before, at larger scale, and I knew how to solve it. Over six weeks I designed and deployed a complete creative operating system: a single intake form that replaced the Slack chaos, a project management setup in Notion with templates for every project type, a naming convention and asset library structure, a weekly capacity review ritual, and a documented brief format that required answers to the questions a creative team actually needs answered before work begins.
The system was good. I was confident in it. I had built versions of it before and watched them work.
Three months after deployment, almost nobody was using it.
What Happened
The intake form had four completions in twelve weeks. The Notion templates were being used by two of the eight people on the creative team, both of whom had joined after the system was built and had no competing habits to overcome. The brief format was being applied inconsistently. The capacity review had been cancelled after three sessions because it felt like "another meeting."
The production process had largely reverted to what it was before. Slack chaos. Email attachments. Individual habits. The system existed in parallel, used occasionally, mostly ignored.
What I Got Wrong
I diagnosed a systems problem and solved it with a system. That was the mistake.
The actual problem was not that the team lacked good tools. The problem was that the team had eight years of accumulated working habits that functioned well enough for the individuals who had developed them, even though those habits created friction and inefficiency at the team level. From each individual's perspective, their way of working was not broken. The chaos was someone else's problem.
I had designed a solution to a problem most of the team didn't believe they had. And I had deployed it without doing the work that actually changes behavior: building the shared understanding that the old way was costing everyone something, not just making it inconvenient for the project manager.
I had also made a classic systems-design error: I built the full solution before validating adoption of the first piece. Six weeks of design work produced a complete system that nobody had been involved in building. When the tools arrived they felt like an imposition rather than a solution to a felt problem. The team hadn't been consulted. They hadn't identified the friction themselves. They had just been handed new tools and told the old way was wrong.
What I Should Have Done
The intake form should have been the only thing I changed in the first two weeks. One thing. The smallest possible intervention at the earliest point of friction. Not because the other parts of the system weren't needed — they were — but because a single adopted change builds the trust that makes the next change possible. If the team experienced the intake form as genuinely useful, the project management setup would have been easier to introduce. Each piece would have built on the last.
I also should have spent the first two weeks doing something I skipped entirely: a listening audit. Not interviews about the production process, but conversations about what was frustrating people in their daily work. When you let people identify their own friction rather than presenting them with a diagnosis, the solution you design afterward has their fingerprints on it. Adoption is not a deployment problem. It's a design problem, and it starts before you've written a single brief template.
The Harder Lesson
The failure taught me something that I've thought about a lot since. The technical work of creative operations — the systems design, the tool configuration, the documentation — is the part that's easy to point to and hard to value. The human work — building trust, changing habits, creating shared ownership of a new process — is the part that's easy to skip and the only part that actually determines whether the system lands.
I'm better at the technical work. That's where I default. The failure at that agency was a corrective: building the right system means building it with the people who have to use it, not for them.
The system was good. The process that built it wasn't. In creative operations, the process that builds the system is more important than the system itself. That's the thing I got wrong.
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