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Observing the User Experience, 2nd Edition by Andrea Moed, Mike Kuniavsky, Elizabeth Goodman

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Chapter 1

Introduction

User research is the process of figuring out how people interpret and use products and services. It is used everywhere from websites, to mobile phones, to consumer electronics, to medical equipment, to banking services, and beyond. Interviews, usability evaluations, surveys, and other forms of user research conducted before and during design can make the difference between a product or service that is useful, usable, and successful and one that’s an unprofitable exercise in frustration for everyone involved. After a product hits the market, user research is a good way to figure out how to improve it, to build something new—or to transform the market altogether.

It may seem obvious that companies should ensure that people ...

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