The Power of Friction in Communication

Information architect and UX strategist Andy Fitzgerald joined me to talk about what happens when content systems reflect silos instead of shared understanding. We unpacked how messy navigation, broken taxonomies, and unclear content flows often reveal misalignment inside the org—not just design problems on the screen. We also talked about:

• Using architecture to surface conflict
• Why navigation is a trust signal
• The difference between content systems and strategy
• How cartography, not templates, might be your best metaphor
• Why users—and teams—get stuck without context

Whether you’re working in higher ed, government, or any content-heavy org, this one’s packed with alignment gold.