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”Usability, by its nature, requires some humility. The first thing you have to do to really understand people is to admit that you don’t know everything. Ultimately, the science of usability comes down to a fairly broad question: What do people want?”
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Direct experience with products puts people in a concrete, practical mode of thought, focusing on what it would actually be like to use the product. In contrast, indirect experience gets people thinking more abstractly.
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”You’re thinking about creating or extending your customer or member community because it’s central to increased word of mouth and evangelism, but community is a broad term. What type of community, exactly, do you want to create?”
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It is a continually self-evaluating field, but one content to let the process of asking be sufficient. Similarly, it is a field unwilling to cling to any particular tool, knowing that the selection of the right tool is in fact the most important step.