"Leaders should change incentive structures to reward strategic design because without incentives nothing improves."

"Bringing design on an equal eye level with technology and business is the starting point."

"Failures of empathy between developers and players lead to the collapse of online worlds."

"Why would you do pro bono social impact work without a sustainable business model?"

"Middle managers don’t like change and are risk averse; taking them to Stanford D School boot camps turned them into our biggest advocates."

"If you find yourself having the same conversations over and over, a canvas is a great tool to ratchet that conversation forward and keep it anchored."

"One-by-one design education doesn’t scale, you have to think about the whole organizational journey."

"Even though we are a virtual community, we are still a community obligated to treat each other with kindness and respect."

"Heat maps don’t just show where people click; they show where people think something is clickable but it isn’t, which causes frustration."