Facilitative Design Leadership

My tip of the month is for using a simple phrase when doing customer research interviews with customers. These three little words carry a...

Site visits (aka Contextual Inquiry) are an amazingly rich source for customer understanding. We typically go on site visits when we are...

1. Shadow them doing their work. As you watch them capture several things: what are the tasks that they do (and what are the steps in...

I asked for a show of hands: "How many of you have built something that customers didn't use?" The entire room raised their hands. Some...