Ask first, judge later

Here’s a pattern I’ve observed in myself and others over the years. People tell you about something. It doesn’t match your world view or expectations (what you think is right or true) You judge quickly. Because of the mismatch you reject. If you’re a proper bore you may even layer on a little ridicule. This is a natural part of being human. It’s one of the…

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Triple testing your survey

Sending a survey is a convenient way to gather data quickly. But, it’s very easy to inadvertently gather misleading and inaccurate data. When was the last time you filled in a survey that let you actually express what your really thought about an organisation, experience or topic? Just because you have a reasonably large sample size and you can make graphs out if it doesn’t…

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Guerrilla empathy (or why we should probably stop banging on about users all the time)

If you work anywhere near digital design, someone has probably talked at you about empathy recently. Or you’ve talked at people about empathy. Empathy is a buzzword du jour. Now, you and i know empathy is important but – the reality is, most of the people we work with don’t really believe that. They don’t. They think they do real work and they think that…

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Stop your team using technical terms and jargon

Most weeks I am ridiculed by someone for insisting on plain language – avoiding acronyms and technical language / jargon in particular. People tell me that I’m slowing the team down by making them use proper words, and that their end users or stakeholders expect them to use technical language. These things are both true. You should still use plain language. Technical language is exclusive….

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