Quotes from clients, reframing with empathy

defending diversity, Embracing Change, product research, user research

“They’re not using it the way it’s designed to work.”
“This is a training issue.”
“We just have to train the users to do it that way, not this way.”
“We don’t want to design things that enforce behaviors we don’t like.”

– clients’ response to your UX design concepts..

I have heard these comments many times in the enterprise UX world. Sometimes we have this idea of how things should work in our head. We have ways in which we wish users would do things. Or we’re attached to the way we designed a system to work. And even when we find out users aren’t using it how we’d expect, how we might prefer, we turn it into a training issue rather than a design exercise. 

Sometimes, “the customer is always right.” Design should be in service of a users’ process, not a deterrent. Products should be designed to be intuitive, not require weeks of training. Instead of the above mindsets, I encourage team members to reframe the problem and riff on some “how might we’s..

How might we design it to work the way people want to use it?
How might we learn why people are not using it as trained?
How might we let users’ natural behaviors guide our design decisions?
How might we respond to users’ workarounds?

– reframing the “training issue..”

Elon Musk says, “Any product that needs a manual to work is broken.” 
— For the most part, I kinda agree! How about you?


TᕼE IᑎᗪIE ᑕOᑎᔕᑌᒪTᗩᑎT
𝗣𝗿𝗼𝗱𝘂𝗰𝘁 »𝗖𝗫« 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝘀𝗶𝗴𝗻

I’m Heatherlee. An independent research and design consultant with a background in UX, a passion for service design, an interest in biomimicry and a stake in your strategy. I’m passionate about helping you bridge the gap between your product teams and the people you design for.

Contact info & more about me here.

Day in the Life at Central Command Center

design work, product research, user experience, user research

Best data center I’ve seen!
🤩👍🏽🚀

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I’m working on a recap of this research we did on-site last month. This was such a great group of people, they let us into their workspace to understand their job, process, culture. They were so generous, and funny too! Always a plus.

I love what I do!

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What’s your favorite thing about visiting your users/customers on-site?

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TᕼE IᑎᗪIE ᑕOᑎᔕᑌᒪTᗩᑎT
𝗣𝗿𝗼𝗱𝘂𝗰𝘁 »𝗖𝗫« 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝘀𝗶𝗴𝗻

I’m Heatherlee. An independent research and design consultant with a background in UX, a passion for service design, an interest in biomimicry and a stake in your strategy. I’m passionate about helping you bridge the gap between your product teams and the people you design for.

Contact info & more about me here.

How are you recruiting users to give product feedback?

design work, product research, user research

Quick highlight reel of how we enticed people to come collaborate with us in our booth, and engaged 80+ people to sign up for the pilot group! (They’re excited to be part of the design process. Big hopes to connect with them regularly).

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Thanks to these lovely people for letting us take their portrait! calabrio_portraits_ALL.png

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TᕼE IᑎᗪIE ᑕOᑎᔕᑌᒪTᗩᑎT
𝗣𝗿𝗼𝗱𝘂𝗰𝘁 »𝗖𝗫« 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝘀𝗶𝗴𝗻

I’m Heatherlee. An independent research and design consultant with a background in UX, a passion for service design, an interest in biomimicry and a stake in your strategy. I’m passionate about helping you bridge the gap between your product teams and the people you design for.

Contact info & more about me here.

Voice of Customer booth!

heatherlee nguyen, product research, user research
At my clients’ conference collecting user feedback this week. Two software companies are merging and it’s our job to embody DESIGN AS A STRATEGY. We were here collecting what people love, wish for and what they hope we don’t change as the integration roadmap planning begins. We also held a workshop where we collaborated directly with the customers, it was a big hit! What else did we do? What did we learn? How did these activities help the product team? More to come.. HeatherleeNguyen_C3-03

TᕼE IᑎᗪIE ᑕOᑎᔕᑌᒪTᗩᑎT 𝗣𝗿𝗼𝗱𝘂𝗰𝘁 »𝗖𝗫« 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗗𝗲𝘀𝗶𝗴𝗻 I’m Heatherlee. An independent research and design consultant with a background in UX, a passion for service design, an interest in biomimicry and a stake in your strategy. I’m passionate about helping you bridge the gap between your product teams and the people you design for. Contact info & more about me here.