Design Koans
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Design Koans

Customers hand selecting a sad face to indicate they are unhappy with a service or product.
Photo by Christian Horz

Talk to Users Who Hate Your Product

It happens to all of us. You arrive at an organization that has virtually no knowledge of its customers. No documented research exists. You wonder, how can this happen in 2022? (This, by the way, happens to me with alarming frequency.)

You don’t know which way to go with the design. So, you decide your next step is to contact some existing customers and conduct…



Design Koans is a weekly publication of short articles designed to provoke deeper thought on design issues and perhaps even wake you up.

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