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