I’m in the process of creating a new homepage that will do a much better job of surfacing old (and still relevant) content, provide easier access to resources and organize my writing from the last five years. In determining what to highlight, I’d love to get feedback from my readers (you!). What are your favorite [Keep Reading…]
Empathy is the Core of Design Thinking
David Kelley is the founder and chairman of IDEO, probably the world’s best-known design innovation consultancy. Though not quite a household name, Kelley has arguably made as much of an impact on the field of design as the late Steve Jobs — in fact, it was under Kelley’s leadership that IDEO designed the first mouse [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…]
The truth about the presentation process
Having the opportunity to speak to an audience who cares what you have to say and believes they can learn something new from you is a totally surreal experience. Especially when you consider that months of work pours out of you in under an hour. I’ve been speaking at conferences since the fall of 2008. [Keep Reading…]
Empathy is the Antidote to Shame
shame n. A painful feeling of humiliation or distress caused by the consciousness of wrong or foolish behavior. v. To make someone feel ashamed. In her TED talk Listening to Shame, vulnerability researcher Brené Brown exposes the truth about shame: we all feel it. Shame gets in our way. It negatively impacts how we treat [Keep Reading…]
More Empathy, Better Design
“A lot of people in our industry haven’t had very diverse experiences. So they don’t have enough dots to connect, and they end up with very linear solutions without a broad perspective on the problem. The broader one’s understanding of the human experience, the better design we will have.” ~ Steve Jobs [Wired, February 1996]
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…]
Speaking Up
Two days ago, a prominent designer named Sarah Parmenter published a post titled Speaking Up, in which she revealed the horrific harassment she has endured as a public woman in technology. Sarah and I have spoken at the same conferences and share a lot of the same friends, and I have admired her ability to [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…]
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