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Interesting that she refers to her hypothetical designer as "he."


user-centered design is a holistic approach. Work in future focus, seek innovation.
identify problem, identify people's needs

Collaboration is important.

How to design
Analyze everything
- What is the problem--example of social services project. People thought the problem was access to services, but really it was elsewhere (reputation of bad services, not knowing the services exist at all)
- Who are the users
- What is the product's context--do fieldwork. Observe people. Design anthropology.

Explore details. What do people DO? How? Why? What work arounds do people create in the real world?

observe, listen, ask, immerse, understand

empathize, understand-->define. What is the problem?-->ideate-->prototype-->test

But you will define your own process.

Who is your user? Create a persona
What is the need?
Insight--something extra about the person

example" An easy going waman needs to feel at home wherever she is traveling. This includes the user personality, the need, the insight.

Ask how
Ask more questions
Don't go for the safe bet.

paper product, video
handcrafted is better in first steps.
Get feedback, prototype fast and sloppy
Don't prototype everything at once. You can do it in pieces.
Test it with real people.

Just listen, don't influence people
Unpack the feedback. Go back to the process.

Use your learnings, don't ignore them.

People ignore design that ignores people


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