Chapter 5. User and Customer Research

Doctor: What are you doing here, honey? You’re not even old enough to know how bad life gets.

Cecilia: Obviously, Doctor, you’ve never been a thirteen-year-old girl.

—The Virgin Suicides

As a designer, you have an enormous, exciting responsibility. You define the human world, one object or system at a time. Every delightful and every frustrating artifact, every unseen algorithm that governs interactions, every policy constraining choices, exists because of a series of design decisions.

Design as a job is similarly delightful and frustrating. Whatever you create or specify has implications for a diverse ...

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