Duff Wilson
Understanding Human Experience
PHILOSOPHY
I am not the customer! As system designers and developers, it is too easy to fall into the trap of thinking that what appeals to me will appeal to others, and what makes sense to me will make sense to most people. The truth about what makes a good product is often elusive and can only be discovered through a process of humbly engaging in iterative research, analysis, design, and evaluation.
Above all else, customers crave empathy even from the products they use. A great customer experience is what they really want. So how can we create and deliver exceptional experiences? While the above model depicts the inter-relationship of user experience steps, there are a number of user experience tools and techniques appropriate to each stage in the development life cycle.