Chapter 5. User and Customer Research
Doctor: What are you doing here, honey? Youâre not even old enough to know how bad life gets.
Cecilia: Obviously, Doctor, youâve never been a thirteen-year-old girl.
âThe 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 ...