My friend Robert likes to tell the story of when he realized how mission-critical Personas and UX testing actually was to web design or redesign projects. We were working at a large health insurance company at the time. Robert was leading the team that was responsible for updating a web-based portal people would be using to find and access important insurance information.
Tens of thousands of users would be interacting with this portal on a daily basis, so this was a big project with high management visibility and he was very pleased to be working on it.
Having worked on several projects for ...
