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

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Step 1: Identify Current Pain Points

When thinking about the number of devices, web pages, and systems that are basically spammed with serious pain points, you can imagine that identifying these pain points might be very difficult. However, nothing could be more wrong. Pain points are some of the easiest things to find in your product.

The problem in many organizations is that fixing pain points is seldom given high priority. Nevertheless, you will need to start by identifying the pain points in your product. Following are some of my own favorite methods, because they are simple, easy, and cheap—and they work.

Hotlines and Mail Feedback

Simply ask the people dealing with customer feedback about what questions they tend to get asked most. Alternatively, ...

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