the bar is high. our honest goal is...

“The first step to delivering magic and meaning is orienting ourselves to what the customers care about. For example:

In Intuit’s QuickBooks instead of invoicing and running reports...small business owners think about getting paid and understanding the status of their business.

This small perspective shift...can make all the difference between a purely functional solution and one that feels magical and meaningful.”

-Intuit UX team

want to get your UX hands dirty?

I think the best UX is touched by consideration of as many eyes as possible. So BEFORE I design, I would invite anyone on the team and at the clients’ to provide their thoughts on:

• Who the user is & how they feel.

• Pros & cons of the current design.

• How we can thrill them.

then we all jump in a lake

After I get everyone’s thoughts, I look closely and create thought pools, being extra careful to highlight:

• Common themes.

• Promising crazy ideas.

• Why something was trimmed.

layer on the cake

With this co-created understanding confection, I will layer on:

• Design psychology insight.

• Reality-checking plan.

• Defining when the cake is baked.

Psst, did you notice we haven’t started designing, yet?

one potato...two potato...OK, soil is set. Now we can plant some trial spuds and see if we can grow an actual plant. So I will put together:

• Action script visuals showing the major things the user wants to do with the design.

• Define the way users will be able to do these things they want to do.

• Go for emotional impact & easiness.

• Show spuds to the team & customers until we get a hot potato!

Psst, this guy spent too much effort on his prototype!

we create & deliver a work of art...

Time to craft how the customer will sense the design’s magic&meaning through:

• seeing

• reading

• movement

• hearing

Psst, she’s thinking of great ideas for the cake reveal after delivery.

so...how does it taste?

While the ‘now’ is being created, I will look ahead and:

• See how people like our baking.

• Write a recipe for building a better cake, in the future.

Psst, we could offer clients on-going coaching on this CX monitoring.