Notes
A refund that took three weeks, a green suite over a broken page, a review game whose rules changed while it ran, and ransomware on the NAS two months before launch.
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Service design, explained by one three-week refund
A refund took three weeks. Four departments each hit the target they were measured on, and the gap between them had no owner, no budget, and no measure. Drawing the whole trip on one surface is what makes that gap visible to the people who each own one piece of it.
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When the measurement is the broken thing
Twenty-odd checks printed green over a heading half-covered by the navigation bar, and not one of them was wrong. Twice in the same month the broken thing turned out to be the instrument, once loudly and once quietly. The quiet one did the damage.
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Designing who speaks, and what a facilitator cannot borrow
I changed the rules twice while a review game was running, so that everyone would have to speak. Three of those four classroom moves stop working the moment nobody in the room has to listen, and the fourth is the one eight years of teaching has trained me to get wrong.
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Ransomware on the NAS, before the first family arrived
Mallox encrypted the NAS in April 2026, after three months of root access through a management port the DMZ had left open. No family lost anything, and the only reason is that there were no families yet.