Journal

Notes on writing, teams and tools

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ProductDesign9 min read

Why we deleted half our settings page

Every toggle was a decision we'd pushed onto our customers. Here's how we chose which ones to keep, and what happened to support volume after we shipped it.

TMTheo MarchettiOct 22
Writing6 min read

A field guide to writing decisions down

MOMaya OkaforOct 17
Engineering12 min read

Building search that answers in 38ms

PRPriya RamanOct 10
EngineeringSync11 min read

Offline first, conflicts last

How the desktop app merges a week of plane edits paragraph by paragraph without asking you to pick a winner.

SKSasha KimOct 3
Customers5 min read

Support as a product surface

Our median first reply is under three hours. The trick isn't headcount, it's what happens to a ticket after it's closed.

DADiego AlvarezSep 26
Ss
MarketingWriting4 min read

Subject lines are promises

What two years of the Thursday Brief taught us about writing emails people open, read to the end and forward.

HSHana SatoSep 19
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