2. SOME NOTES ON USER TESTING

3. Show Don’t Tell (or Sell)

4. Observe

5. Seek root understanding http://www.oaklandish.org/

6. Test with Real Users, In Their Real Lives

7. Be systematic about how you gather feedback

8. Prototype to Understand Prototype to Communicat e Prototype to Explore

9. Prototype to Understand Understand the problem space Empathy work Expertise gaining Prototype to Explore Explore the design options Test to learn and to decide Prototype to Communicate Communicate your idea Use prototype as sales pitch centerpiece

10. http://www.flickr.com/photos/k3v1nm/3612007583/

17. #1. Jetblue (book next available flight) #2. Pee #3. Talk to a real person/clerk #4. Car rental/ Hotel Res / Business Meeting #5. Change diaper #6. No Reception #7. Eat Dinner #8. Pickup luggage

20. Placeholder Superheroes

21. Placeholder Superheroes

23. Gone to the ATM

25. Happy customer back in line