December 2nd, 2015
In today’s article, I discuss how to design a great experience even while troubleshooting. We must design for the solution, not the problem.
Here’s an excerpt from the article:
If they understood the situation, they could interview the mechanics, pilots, gate agents, and operations personnel after the fact. However, that presents its own problems. It’s hard to ask the right questions to get to a deep understanding when you don’t know what questions you need to ask.
The old tried-and-true methods of observation and interviews won’t cut it. We need something else to get us the deep insights that will tell us how to design for complex independent systems dealing with infrequent, edge condition issues.
Read the article For an Edge Condition, Seeing The Problem is a Problem
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