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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...]

Featured in The Art of Web Design by PBS Off Book

I’m honored to have been featured in the latest episode of Off Book, a documentary series by PBS, alongside greats Jeffrey Zeldman and Jason Santa Maria. Titled The Art of Web Design, the video gives a high-level overview of how the web is made and how it has evolved. Not surprisingly, I focused on why [Keep Reading...]

How to Evaluate a UX Designer for Your Company, or, What Makes a Great User Experience Designer

Friends and colleagues often ask me what they should be looking for when hiring a user experience designer. They want guidance on how to evaluate candidates for the position and don’t know what questions they should be asking. Whether it’s full-time or contract, my answer remains the same: It’s all about mentality. Below I’ve outlined [Keep Reading...]

If VCs Understood UX…

They would… …value design, not design value. …seek out mentality, not ideas. …fund process, not product. …demand customer insights, not instincts. …prep for testing days, not demos days. …commission research, not follow trends. …study anthropology, sociology and psychology, not just management, economics and statistics. …foster collaboration, not competition. …care about people, not percentages. …cherish sign-ins, [Keep Reading...]