Introduction: You’re not the user
Watching how people behave
Fixing issues: the why and how
Hearing what users say
Calculating the many and much
Synthesis: the power of the affinity diagram
Summarizing your research into maps for better communication
Prioritizing the use-cases
Designing value by fixing the problem first
The design workflow: how perfect doesn’t always equal pretty
Validate your design with usability testing
Six aspects of good design
Collaborating with multi-disciplinary teams
Continuous delivery
Final considerations