It's been a while since I read an inspiring book. That is, until I got my hands on Wired to Care, by Dev Patnaik, director of Jump Associates. The book was a pleasure to read and I found myself agreeing with almost everything Dev had to say. Admittedly in the last two chapters he enters some arguments on morality etc. which I am not sure I fully buy into.
Anyway, his argument that corporations need to develop empathy with their customers and employees to both innovate and deliver products and services their customers really need while somewhat improving their lives along the way, is one that resonates with my approach to user-centred design.
As user experience professionals, be it researchers, designers or architects, we are in the business of bridging the gap between producers and consumers; between customers' needs and expectation and the reality of their product or service experience. Through a process of observation, questioning and understanding, we develop insights that enable our clients to see beyond their corporate back garden and into their customers' world.
Comments