Four years inside the agency machine.
Quang trained at IDEO and Hot Studio in San Francisco, working on consumer banking flows for Wells Fargo, an internal IDEO Method Card refresh, and the first generation of Responsys's mobile dashboards. The work taught two things that have stayed: how to present a rationale under pressure, and how to recognise the moment an account manager starts inventing scope.
By 2012 the briefs had stopped being interesting. Most weeks were deck-meeting-deck, with the actual interface shipped by a junior who had never spoken to the client. That gap — between the person who pitched the work and the person who made it — is the gap the independent practice was built to close.