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Badass: Making Users Awesome
book

Badass: Making Users Awesome

by Kathy Sierra
January 2015
Beginner to intermediate content levelBeginner to intermediate
294 pages
7h 11m
English
O'Reilly Media, Inc.
Content preview from Badass: Making Users Awesome
167
The Challenge What Experts Do Help Them Move Forward
Remove Blocks
Think about it
If a user could express these thoughts, feelings, concerns,
as they happen, and you were with them, you could do
something to help them.
The common attribute: we’re not there with them
when they’re thinking and feeling this, and if
we were, we’d be able to do something about it.
The problem is NOT that
they’re making this face, it’s
that we’re not there to notice
and do something about it.
To think of it another way, what can’t they tell us because
we’re not right there with them?
They can’t....
168
The Challenge What Experts Do Help Them Move Forward
Remove Blocks
They can’t do this:
They can’t make that face.
They can’t ask that question.
Of course technically they can, but we’re not
there to notice. And if we’re not there to notice
(and take action), we’ve removed their ability to
communicate their frustrations and questions to
someone who can do something about it.
169
The Challenge What Experts Do Help Them Move Forward
Remove Blocks
Are you sure?
Are you certain that if you’re not there
you can’t really know what they’re
experiencing?
Are you certain that if you’re not there
you can’t help them ...
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Publisher Resources

ISBN: 9781491919057Errata Page