When you look at the steps in a method, you suppose each of them requires the same amount of attention. But when the rubber meets the road, certain steps require a lot more effort, and other steps seem like they can be safely shortcut. Unfortunately, understanding and defining the problem an organization aims to solve is hard to do well, and therefore it gets only rough consideration.
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In business, there always seems to be the latest silver bullet methodology. It gets a lot of attention, articles, and talks. It works well in certain situations and these successes get written up. Everyone wants to be like the company with the success, so they adopt the methodology. But like nutrition, a healthy organization consumes inspiration and understanding from a balanced variety of sources. Read More

A user is someone who has a relationship with your organization. When you say the word “user,” you mean someone who has already reached out to you. When an organization puts resources toward “user research,” they are only covering their own perspective. They risk ignoring all the people think differently and don’t reach out to them, but whom they might want to support. Read More

The user experience field is using the word needs in a different way than a sociologist might. In UX, it’s phrased as a statement like this: “As a car owner, I need to pay my car registration so I can out an updated sticker on my car.” In sociology, human needs appear as more intrinsic requirements such as the Max-Neef list* or Maslow’s hierarchy. Read More

Practitioners of user experience have embraced the word “delight” as a way to explain what they’re aiming for with a design. But there are two problems with that word. Read More