Finding, feeling, fixing friction

Without my intent, empathy tends to be a recurring theme for me here. I love this:

In the UX field we talk about a lot of things. Tools, processes, research, design, etc. But it’s easy to forget that a lot of those things are supposed to be ways of finding, feeling, and fixing friction and pain points of the people you’re trying to serve. Recognizing moments when you feel as others do are good reminders that all the work we do – no matter what our specialties, strengths, or backgrounds might be – has a common throughline: Empathy.

I do very firmly believe that taking care of your client’s experience, anticipating and fixing their pain points, is the key to success. And the same goes for your staff – take care of your people. The rest will follow naturally.

Leave a Reply

Your email address will not be published. Required fields are marked *