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The Evolution of User Experience

When I started my career in user experience, my purpose was to make digital products easier and more pleasurable to use. Interfaces were poorly organized, poorly labeled, and took forever to learn—and I wanted to fix them all. I applied my knowledge of best practices and emerging trends. I used design patterns and standard elements [Keep Reading...]

Give Your Team a UX Jump-Start

Craft a product strategy and design framework using the principles and techniques of user experience…in two days. Are you being told what to build, but you don’t agree it’s what your customers need? Is your feature list out of control, but you can’t figure out how to pare it down? Are members of your team [Keep Reading...]

The User Experience Process for the Seamless iPad App

The Data One week after Seamless, the leading online food ordering service, released their first iPad app in March 2012, the app hit #1 in the App Store’s Lifestyle category. Today it maintains 4.5 stars with more than 6,000 ratings and reviews. “By far the best menu application available for iPad…” “I couldn’t imagine not [Keep Reading...]

How to Conduct Yourself While Conducting Interviews

I spend most of my time these days coaching senior leaders and product teams on how to build empathy for their customers and colleagues. This is what my consulting business has evolved into over time. One of the tools we use are one-on-one interviews with stakeholders and customers. The goal is to discover the behaviors, [Keep Reading...]

The Enduring Misconceptions of User Experience Design

A couple weeks ago I suddenly saw a resurgence of interest in an article I wrote for Mashable in January 2009 titled, 10 Most Common Misconceptions About User Experience Design. Later that year I turned it into a presentation and had a pretty good run with it, until I felt that my message was widely [Keep Reading...]

Why CAPTCHAs Fail on Marketplace

American Public Media’s popular program Marketplace ran a story on Friday about Ticketmaster finally removing CAPTCHAs from their ticket-buying process. Reporter Sally Herships contacted me to share my thoughts. Captcha-22: When online security hurts sales CAPTCHAs demonstrate that a company cares more about thwarting spam than they do about making things easy for their customers. [Keep Reading...]

What’s Your Problem? Putting Purpose Back into Your Projects

[This is the written form of my presentation What's Your Problem? Putting Purpose Back into Your Projects] Our story begins in the 1980s at Procter & Gamble, the largest consumer goods company in the world. They make Bounty, and Mister Clean, and Dawn and lots of other brands you know and love. P&G was raking [Keep Reading...]