Making Sense
“The more easily we can get information, the less valuable it becomes. At the same time, understanding — the power to collapse information, to string it into patterns of meaning — is becoming more and more rare…”
Terra Incognita
“Though the customer may be imagined to proceed from an origin to a destination along a fixed, unidirectional path, the fact is that most of the touchpoints along this journey are subject to reversal, repetition, division, and omission…”
Anxious Logic
“The issue is rarely that we haven’t been precise enough. More often than not, the desire for precision is a symptom of our nervousness rather than the means by which we resolve it…”
The Map Is Not the Territory
By omitting unnecessary detail, a map brings certain elements of a territory into relief. Indeed, since territories are infinitely complex, a map allows you to make sense of the territory in the first place…