The responsibility for designing the user experience isn’t just on the team of designers and researchers you’ve hired. If it’s your product, you’re on the team too.   — 69Vagamundos on Flickr How often does this happen: you’re a manager (product, marketing or otherwise) who has hired a team to create a product for your customers. You provide the team a list of requirements then leave them to get on with the work of thinking through, prototyping and building…

First you have to understand why people do what they do. — Bruce and Marie are hourly workers on the late shift at a university. Their schedules are planned a few weeks in advance by their employer, a sub-contractor. When next month’s schedule is posted, they decide to swap a shift with each other. When Bruce shows up for Marie’s shift and…

A few years ago, my six-year-old son invited a friend from school over for a play date. A few minutes before the boy was due to arrive, my husband and I got a call from the boy’s mother saying he had a question for us. When she put him on…