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Understanding the user who isn't you

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What I do

I work with organisations to help them design products and services that meet the needs of the people who will use them.*

I use direct observation to reveal people’s everyday experiences, what works well for them, and the gaps where development could meet their needs.

I draw on my background in psychology and design to interpret what users express, and to move that forward to new ideas.

Sometimes the questions I answer are broad: what shall our organisation do next for our users?
Sometimes they are narrow: how can this technology be made easy and attractive for people to use?
Sometimes they are very specific: how can this be explained or designed so people will understand and use it?

* I blog about user-centred design and related matters at Brain Attic