I was recently listening to the Inquiring Minds podcast as they interviewed Daniel Pink about his work on the science of perfect timing. One point that really stood out to me is that you are good at different kinds of work at different times of day.
Previously, I’d thought of my work in two ways: busy/mindless work that I do when my brain isn’t functioning at its best and deep work that I do when my brain is firing on all cylinders. But Pink shared that deep work isn’t all alike — specifically, we are good at creative or insightful work and analytical work at different times of day. The exact time of day depends on your chronotype (I’m a night owl) but, regardless, the type of work aligns with whether you’re in what he calls a trough, peak, or recovery period.
Your trough is the time when you’re sluggish or not so quick — for me that’s first thing in the morning — and is best for busy work like checking email or filing expenses. Your peak is when you’re fully mentally engaged (high mental acuity), and that’s when you’re best at analytical work. But your peak isn’t when you’re best at deeply creative or insightful work — that’s best done during your recovery period, where your mood (but not your mental acuity) improves and you have a little more mental space for thinking laterally or having those “aha!” moments.
I’ve been thinking lately about how I’ve optimized my schedule for smaller chunks of analytical work that I push through at my peak times, but how I have more trouble getting into a flow state with more insightful work. Using Pink’s model, I can try to block out those times when I’m mostly likely to do that work well — for me that should be in the middle of my day, before or after lunch (after I get over my “uhhhh what’s happening?” time but before I hit my “I can do all the things!” burst of mental energy late in the afternoon). I’d really like to build sustainable habits that take into account the creative and insightful work that I find myself doing more of these days.
How about you? Does this model make sense for your work? Any tips or habits that work well for you when you have to switch between these types of work?
I’m happy to share that I’ll be giving a workshop at Support Driven Expo Europe in April! I’ll be sharing about mental models and how you can use them to better support and troubleshoot a product.
Sound familiar? I wrote about mental models a while back and used them to give a round of internal workshops in the Automattic support division. I got great feedback about those workshops and am excited to share them with a wider audience.
I truly believe that great communication between support and product teams is a key piece of product quality, and solid troubleshooting skills (and all that those skills entail) help facilitate those conversations!
Today marked a big change for me at work.
For the past 4+ years, I worked as a Happiness Engineer supporting WordPress.com and the WordPress apps. I spent roughly the first two years working in the WordPress.com Support Forums, and I found that I loved providing public support and troubleshooting the incredible range of issues that arose there. I spent the past two years supporting the WordPress apps, and over time I got more and more involved in testing them as well.
As I spent time developing on my own manual testing approach, working with beta testing communities, exploring the support/development feedback loop, and encouraging my coworkers’ troubleshooting skills, I also kept an eye on a team being formed at Automattic around automated testing and bug prioritization. I worked with and learned from them as more discussions arose around testing and quality within our fast-paced, distributed environment. And although I enjoyed helping people use WordPress, I discovered that my favorite work was helping development teams understand our customers’ needs and identify what issues most needed their attention.
Earlier this year, I finally decided to build on my existing coding skills to try my hand at automated testing. With some guidance, I developed the first suite of UI tests for a new editor (codenamed “Aztec”) for the WordPress for iOS app. Later I added a suite of UI tests for the same editor for WordPress for Android. I also worked with a coworker to automate screenshots of the WordPress.com signup flow in multiple languages, to help our internationalization team review those localized flows. Some of this work was part of a trial, as I applied internally to change roles.
That work and study paid off, and today I started my first day as an Excellence Wrangler. I’ll be automating tests, doing manual testing, triaging bugs reports, and generally helping our support and development teams communicate and prioritize to create the best experience possible for our customers.
And if that excitement wasn’t enough, I also had a delivery that I’ve been waiting on since I hit my four-year anniversary at Automattic — a new laptop with the WordPress logo: