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User Experience Innovation: User Centered Design that Works by Christian Kraft

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Benefits

Focusing your innovation on experiences that are painful for the user is a good investment and will enhance the overall user experience of your product. Fixing the pain points will not only improve end-user satisfaction, but it will almost certainly also save you a lot of money that would have been spent replying to e-mails and taking calls on hotlines. Fixing pain points may not necessarily give you a product with a superb user experience, but it will help you avoid having a product with a very bad user experience.

My experience is that finding the pain points is often not a problem; however, rigid organizations, stubbornness in the design department, management, and marketing often force these problems to go unfixed. Sometimes problematic ...

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