Writing on UX

Mar 4, 2024 | UXmatters

In Part 1 of this series, Amber Westlund and I defined inclusive design and acknowledged its ever-growing impact, including on industrial automation. We then described inclusive design challenges in industrial automation and previewed how we solve them. In Part 2, we delve more deeply into a few of these design solutions, focusing on the following efforts:

• considering diverse human factors in designing hardware

• evolving our terminology to be more inclusive

• weaving accessibility into our common design system

Read on UXmatters

Dec 18, 2023 | UXmatters

Breaking down barriers and empowering humans of all capabilities becomes more fraught and challenging within the context of industrial automation, where a modernization lag and inertia regarding digital transformation to maximize the latest technologies and innovations still exist—which has negative impacts on fostering inclusivity. At Rockwell Automation, we’re making progress in cultivating inclusive-design practices that enable industrial workers in some of the most challenging contexts on the planet and uncovering best practices that could benefit any organization.

In this column, which is Part 1 of a two-part series, Jon Walter and Amber Westlund, who is a UX designer and inclusive design leader at Rockwell, cover the following topics:

• defining inclusive design and acknowledging its impact

• understanding the importance of inclusive design in industrial automation

• enumerating inclusive-design challenges in industrial automation

• previewing how we solve inclusive-design challenges in industrial automation

In Part 2, we’ll delve deeper into solutions and best practices.

Read on UXmatters

Sep 25, 2023 | UXmatters

In Part 1 of this two-part series, I contended that many UX designers are naturally introverted, described the differences between these introverts and their more extroverted peers, and broke down some common misperceptions, then shared some ways in which introverted UX designers can leverage their inherent strengths. However, we must all transcend our natural inclinations from time to time to truly grow and maximize our career potential. While this can be a harsh, cold reality for some people, including me, the truth often is.

Now, in Part 2, I share some practical tactics that introverted UX designers like myself can use when they face scenarios that favor extroverted behaviors. These tactics include the following:

• leveraging activity stacking

• practicing gradual exposure

• self-advocating continually

Read on UXmatters

Jul 24, 2023 | UXmatters

You’ve probably never heard someone say, “You know, [insert person’s name] should really start being more introverted if she wants to grow in her career.” But people who naturally show introverted behaviors constantly get pushed to exhibit more extroverted behaviors. Why is this so? What makes society and our professional environments prize extroverted behaviors to the degree that we often overlook the role that introversion can play in helping people to advance their professional career?

As someone who skews toward introversion, I’ve often felt tacit pressures to become more extroverted—especially as I’ve progressed further into my leadership career. I’ve also noticed that many UX professionals are naturally introverted, which likely contributes to their not achieving the same career growth as other more extroverted professionals within an extrovert-biased corporate environment. In this column, which is Part 1 of a two-part series, I delve into the following:

• understanding introversion versus extroversion

• breaking down common perceptions

• leveraging your inherent strengths as an introverted UX designer

Read on UXmatters

May 22, 2023 | UXmatters

If it were physically possible to throw a ball at the Internet, your throw wouldn’t have to be very accurate to strike some article, blog post, or social-media blurb about artificial intelligence (AI). It seems that AI is on every leader’s mind at every technology company—taking the business world by storm—and the general public has been all too happy to follow suit. There’s a new gold rush at hand, with the spoils going to the companies, startups, and enterprising individuals who find ways to best leverage the capabilities of this new technology.

But is AI all that advantageous—or ready to become so? As a UX professional working in the industrial-automation domain, I want to share some perspectives in this column that might be surprising to you. Most importantly, we must endeavor now, more than ever, to balance human authority and empowerment with the automated and artificial solutions that we’ll create and likely champion going forward. In this article, I’ll delve into the following:

• embracing narrower applications of AI

• exercising patience and prudence regarding bigger AI applications

• understanding what UX professionals can do to contribute to the future of AI

Read on UXmatters

Mar 20, 2023 | UXmatters

There are countless articles on the Web whose purpose is to help UX designers write stellar resumes or craft compelling portfolios. But through my decades-long career as a UX professional and leader, I’ve discovered other ways of helping candidates stand out. Although some of them get less fanfare, they are no less important. The observations that I’ll share in this column come from experience—not only from my own failures, successes, and learnings as a job applicant, but also as a manager who has reviewed hundreds of resumes and portfolios and interviewed dozens of candidates for UX design jobs.

Therefore, in this column, I go beyond the usual advice about creating your resume and portfolio. Instead, I touch upon some other ways in which UX design candidates can stand out from other job applicants. Think of the following tips as additional arrows in your quiver that, if you use them right, can better arm you for success. These tips include the following:

• Being selective

• Embracing the cover letter

• Showcasing your initiative

Read on UXmatters

Dec 19, 2022 | UXmatters | Co-written by Tasha Markovich

Productive teams are typically teams that communicate well and have a shared understanding of what they’re trying to accomplish. Their shared understanding often stems from expressing their ideas and concepts in unique ways that gain stronger footholds in the minds of others, which fuels the team’s greater productivity. While there are many methods of expressing ideas and concepts that could aid our productivity, we’ve found that creating mind maps is one of the most effective techniques because of its versatility and scalability.

In this column, Tasha and I delve into mind maps, answering the following questions:

• What is a mind map?

• Why is a mind map so effective?

• How do you start creating a mind map?

• What tools should you use to create a mind map?

Read on UXmatters

Oct 17, 2022 | UXmatters | Co-written by Crystin Stoll

We continually hear about the challenges of establishing effective designer–developer collaborations. The Internet is full of such articles, indicating a persistent gap. However, UX designers have written most of those articles rather than developers. Why is this? What do developers think about this? What insights could they provide that we, as UX designers, could take back to our teams?

To help shed light on this issue from the developer’s perspective, I’ve turned to Crystin Stoll, an experienced Senior Software Engineer and Front-end Developer at Rockwell. During my multidecade career in software development, Crystin is one of the most UX-minded, collaborative, well-respected technical professionals with whom I’ve had the privilege of working. She has graciously offered to provide her software developer’s perspectives on the following issues:

• prioritizing simplicity

• committing to standardization

• orienting toward the greater good

• fostering trust and respect

Read on UXmatters

Aug 22, 2022 | UXmatters | Co-written by Katie Groh

At Rockwell Automation, we have a very technical group of users—engineering types—from whom we need to gather feedback. These users typically know a great deal about our systems and have very specific feedback for us about our products and the new concepts we’re developing. As one of our customers put it, “I know the product inside and out—most of time better than you do at Rockwell.”

As you can imagine, the occasional usability study or survey wouldn’t cut it for such technically advanced users, who frequently work with our highly technical, feature-dense, sovereign-posture applications. This compelled one of our company’s leaders to state, “We need more at bats.” So how can we get more regular access to these users and cycle their feedback into the development of a large-scale product? We leverage a Preview Release program. In this column, we’ll walk you through what a Preview Release is and how you could use one—which might not be as difficult as you think.

Read on UXmatters

Jun 20, 2022 | UXmatters

in Part 3, the final part of this series, I turn my attention to UX writing, which is another UX skillset that is becoming increasingly important in the ever-evolving, cloud-based world of SaaS companies. Unifying all the various elements of the modern customer experience requires creating consistent, clear user-interface content and messaging, so these companies need to develop their teams’ UX writing skills. Plus, UX writing should be in close alignment with the UX design process.

Read on UXmatters

Feb 21, 2022 | UXmatters

In Part 1 of this series, I defined UX strategy, described some of the typical skills of the UX professionals who fill UX strategy roles, and posited some reasons why it will be increasingly important for large companies to bolster those skills as they evolve their business to orient more toward SaaS (Software as a Service) and the cloud, while acknowledging that there is no one-size-fits-all solution.

In Part 2, I take a similar approach with service design, another skillset to which companies must pay close attention as they evolve their business to meet the increasing expectations of their customers and users for cloud-accessible solutions, which also necessitates improving the employee experience.

Read on UXmatters

Jan 10, 2022 | UXmatters

Someone recently asked me what UX roles and positions companies such as Rockwell Automation should invest in, as they evolve their business strategy to focus on SaaS (Software as a Service) and cloud-based services. My immediate thought: we first need to consider what skills will be necessary to support this change, because focusing too much on roles and positions tends to skew peoples’ mindsets toward staffing and recruiting before they’ve considered the user value they must deliver and the business outcomes they need to achieve.

Nevertheless, the question was certainly a valid one that I’ve wrestled with over the past several months, as we’ve been preparing to expand our UX teams and capabilities to meet the demands of an evolving industry with new customer expectations. Now, after having had some time to mull over this question, I’ve concluded that companies on paths that are similar to Rockwell’s should bolster and invest in the following skills over the course of the next couple of years:

• UX strategy

• service design

• UX writing

Read on UXmatters

Dec 7, 2021 | UX Collective

In this article, I explain what inclusive design is, why it matters, and then describe a few approaches we’re taking at Rockwell to weave inclusion into our industrial product and solution experiences—and how you can do the same—acknowledging that there could be some nuances relating to inclusive design in the industrial-automation domain that could be new to you.

Read on UX Collective

Sep 20, 2021 | UXmatters

publication descriptionIn Part 1 of this two-part series, I shared my own experiences with managing remote UX professionals and teams, covering the following approaches to fostering positive environments for remote work:

• offering flexibility in camera readiness

• creating safe spaces for employees to vent and connect

• demonstrating trust

In Part 2, I share some additional approaches, as follows:

• implementing the right tools and processes

• prioritizing the digital space

• modeling the work environment you want to create

• providing mental and emotional support

Read on UXmatters

Aug 2, 2021 | UXmatters

In this column, which is Part 1 of a two-part series, I share my experiences with managing remote UX professionals and teams. I provide some tips for avoiding pitfalls that could arise if managers and leaders are not mindful of how remote work affects their employees. Although I wrote this column from a manager’s point of view, anyone can work with their manager or other leaders in their company to foster a positive, remote-working environment. I cover the following tips in Part 1:

• offering flexibility in camera readiness

• creating safe spaces for employees to vent and connect

• demonstrating trust

Read on UXmatters

Jun 21, 2021 | UXmatters

In this column, I provide some tips on how to respond tactfully to the incongruous recruiting messages and job descriptions that you might receive, focusing on the following scenarios:

• inappropriate qualifications

• seeking a unicorn

• confusion about User Experience versus Customer Experience

Read on UXmatters

May 3, 2021 | UXmatters

Many companies still lack clear criteria that would enable any employee—much less a UX designer—to have productive, evidence-based conversations with their manager about receiving a promotion or earning greater levels of responsibility.

Even if your company has provided a formal template or rubric to help UX designers understand and track their potential career growth relative to their current level, such artifacts would only partially inform a manager’s decision about an employee’s suitability for advancement. As I’ve learned over the course of my 20-year career as both an individual contributor and a manager, there are many factors that contribute to a manager’s decision-making process.

In this column, I discuss some of the factors that contribute to a manager’s decisions regarding employees’ advancement, which I’ve organized into two categories:

1. Foundational actions and behaviors

2. Supporting criteria and considerations

Read on UXmatters

Mar 22, 2021 | UXmatters

There’s no getting around it: as UX designers, we must write effectively if we’re to persuade others to act and achieve the results we seek. The intent for any written communication is to spur an action of some kind—whether it’s to get feedback on a mockup from your peers, obtain a product manager’s approval to contact customers who use your products or services, secure funding for your team from a senior vice president, or simply ensure that someone can comprehend whatever information you need to convey.

You don’t have to be an accomplished writer to persuade someone to take an action and achieve your desired result. You can persuade others by using the following simple, yet effective techniques:

• providing rich information scent

• structuring your requests

• avoiding common mistakes

Read on UXmatters

Feb 8, 2021 | UXmatters

The exchange of high-quality feedback isn’t solely the responsibility of the person providing the feedback. It is equally important for the person receiving feedback to endeavor to ensure that the feedback is actionable, constructive, and conducive to his or her growth. In this column, I provide some tips on what UX designers can do before, during, and after receiving performance feedback to maximize its impact and ensure that it ultimately contributes to their growth.

Read on UXmatters

Dec 21, 2020 | UXmatters

With COVID-19 shaking up everyone’s lives in 2020, I thought I’d shake up my final column of the year a bit by injecting some fun into it. (We could all use a little more of that, right?)

This past fall, as I sought opportunities to facilitate constructive play with my two sons and reduce their screen time and mine, I discovered inspiration in a box of LEGO® toys—specifically, the building instructions that came with it. As I read through the booklet, I found myself comparing its simple, effective workflow to the experiences that UX designers endeavor to create. So, in this column, I share some inspirational lessons that I learned and provide some ideas for how UX designers can apply them in their own work.

Read on UXmatters

Nov 9, 2020 | UXmatters

In Part 1 of this two-part series, I presented a strategy for multidisciplinary UX designers who want to grow their career in enterprise environments—where User Experience is often immature. This immaturity frequently results in designers’ having to take on activities and responsibilities that do not support their long-term growth. After describing the importance of understanding why you want to grow your career in User Experience, I provided some tips for determining how you should grow your career, including the definition of what T-shaped growth means for you.

In Part 2, I discuss some specific tactics for achieving that growth, as follows:

• deprioritizing unnecessary skills, knowledge, and activities

• prioritizing necessary skills, knowledge, and activities

• taking specific actions

Read on UXmatters

Sep 21, 2020 | UXmatters

It’s often up to UX designers to forge their own career path within organizations that lack UX maturity. Most enterprise environments don’t have a formalized career ladder in place for UX designers and teams. Nevertheless, after nearly 20 years of working in such environments, I can reflect on how I’ve grown my career despite these challenges—and I’ve seen others do the same. In this column, which is Part 1 in a two-part series, I present a strategy for growing your career as a multidisciplinary UX designer working within such an environment, as follows:

• Understand why you want to grow your career

• Define your desired career path

Read on UXmatters

Aug 3, 2020 | UXmatters

In Part 1 of this two-part series, I described how building narrative into a user interface (UI) helps users to better comprehend its workflows, navigational cues, and calls to action (CTAs) because humans are hardwired to respond to stories—not to complex systems. I described the following techniques for intentionally creating narrative in a user interface:

• imposing sequence

• using parallel structure

• highlighting one-off elements

• foreshadowing things to come

• culling or relocating backstory

In Part 2, I pick up the story where I left off—pun intended—and present the following techniques:

• invoking appropriate consequences

• reinforcing themes

• maintaining a consistent tone

• providing clear orientation clues

Read on UXmatters

Jul 6, 2020 | UXmatters

Human beings are hardwired to respond to stories—not complex systems. As I described in my column “Telling a Story Through Your UX Portfolio,” by building narrative into your portfolio, you can make a more resounding impact on interview teams than simply by reciting facts. Similarly, the people who use the user interfaces we design can better comprehend the workflows, interactive cues, and calls to action (CTAs) of those interfaces when we build narrative into them. Moreover, you can deliberately create narrative, which is beneficial to the people who use software systems because their perceptions of the systems often do not reflect the way the systems work.

How can you build narrative into your user interfaces? In this column, which is Part 1 of a two-part series, l describe the following techniques I’ve used in doing just that:

• imposing sequence

• using parallel structure

• highlighting one-off elements

• foreshadowing things to come

• culling or relocating backstory

Read on UXmatters

Jun 8, 2020 | UXmatters

Designer’s block is real, and it can make completing the simplest of design deliverables feel akin to boring through rock. However, UX designers can overcome this problem. I’ve personally done so without even being aware that I’d actually unblocked myself. However, I’d never actually paused to capture what I’d done to rekindle my productivity. So, for this column, I’ve done just that: putting into words some techniques that have helped me get back on track

Read on UXmatters

May 4, 2020 | UXmatters

In this column, I describe some tactics for winning the confidence of developers and stakeholders through the design deliverables that UX designers produce, as follows:

• knowing your audience

• giving proper context and lead time

• lowering barriers to comprehension

• avoiding filler design options

Read on UXmatters

Apr 6, 2020 | UXmatters

As many people working in UX related roles can attest, it is not easy to get a job in User Experience. There are many barriers to entry. You must take the time to craft a compelling portfolio, which is no trivial matter. You need to demonstrate your ability to think critically about users’ needs, which can be difficult to quantify and measure. If you do not have a formal education relating to User Experience, you must somehow show potential employers that you are better suited for a job than the many experienced UX professionals or highly educated people who are vying for the job.

As someone who has taken an unorthodox career path leading to User Experience—veering off at one point to become a front-end Web developer—I can personally relate to the challenges of shifting one’s full-time job to User Experience. But, with the right tactics and enough patience, you can position yourself to be an attractive candidate—with or without a formal education. In this column, I describe some ways to do just that.

Read on UXmatters

Mar 9, 2020 | UXmatters

Ghosting is on the rise and, as any UX professional can attest, the domain of User Experience is hardly immune to receiving a cold shoulder from research participants. What can you do to not only mitigate the risk of being ghosted but to react to such scenarios when they occur?

To help answer these questions and more, I enlisted the help of some of my user-research colleagues at Rockwell Automation, all of whom are experts on this topic:

• Patricia Russo

• Katie Groh

• Jonathan Joe

This column includes a dialogue that I conducted with Patricia, Katie, and Jonathan because I wanted to get their thoughts on some preventative tips and course-corrective actions that can help UX professionals avoid user research no-shows.

Read on UXmatters

Feb 10, 2020 | UXmatters

In this column, I describe some ways in which UX designers can progressively educate their colleagues on the differences between User Experience and UI design, as follows:

• tactfully responding to misinformed comments

• advocating for user-centered requirements

• producing deliverables that reveal the why behind their designs

Read on UXmatters

Jan 6, 2020 | UXmatters

In Part 3, I wrap up this leadership series by presenting the following behaviors individual contributors who are perceived as leaders consistently demonstrate:

• mastering self-discipline

• demonstrating self-awareness

• projecting confidence

• being humble

• exuding passion

Read on UXmatters

Dec 2, 2019 | UXmatters

In Part 2 of this series, I present additional behaviors that individual contributors who others perceive as leaders consistently exhibit, as follows:

• projecting vision

• championing craft

• exuding positivity

Read on UXmatters

Nov 4, 2019 | UXmatters

In this column, which is Part 1 in a multipart series, I discuss the following ways in which UX designers who are individual contributors demonstrate leadership:

• communicating with intention

• reacting appropriately

• adapting to change

• enabling others

• being open minded

• demonstrating integrity

Read on UXmatters

Oct 7, 2019 | UXmatters

Encountering ambiguous situations results in uncertainty, which can be crippling for many people—especially UX designers who are new to their career. There is no business equivalent of a Google Maps application that can give us turn-by-turn directions for navigating new or unclear situations. Nevertheless, being able to maneuver effectively through uncertain situations is an important skill for UX designers because a hugely important part of our job is dwelling in and clarifying the problem space.

In this column, I present some lessons I’ve learned over several years of navigating ambiguous situations in enterprise environments, as follows:

• getting comfortable with not knowing everything

• enlisting the help of key stakeholders

• gaining access to customers and users

• reducing the problem space

Read on UXmatters

Sep 9, 2019 | UXmatters

In this column, I share some tips I’ve learned over several years of balancing the demands of multiple product teams, spanning multiple locations and time zones, as follows:

• manufacturing time for yourself

• establishing boundaries

• exposing your workload to everyone

• choosing your battles

• getting involved in projects early

• keeping your manager well informed

Read on UXmatters

Aug 12, 2019 | UXmatters

In this column, part 2 of a two-part series, I present some design-critique methods that my teammates and I have found effective and explain how to conduct them effectively. Capturing what does and doesn’t work is part of the journey of instituting practices whose intent is to improve our craft and the quality of our deliverables.

Read on UXmatters

Jul 15, 2019 | UXmatters

In this column, which is Part 1 in a series of two parts, I first describe what design critique actually is—to avoid any confusion with design reviews. Then I explain some ground rules and processes that, in my experience, help UX designers get the most out of design critique. Finally, I present some ideas for building accountability into the design-critique process to ensure that it happens.

Read on UXmatters

Jun 3, 2019 | UXmatters

Telling a story can help influence the opinions of others in ways that few other modes of communication can. The value of storytelling extends to how we present ourselves and our abilities professionally. Having participated in dozens of on-site portfolio reviews over the years—sitting on both sides of the review table—I’ve found that the most effective UX-portfolio presentations have one thing in common: the candidate told a story.

In this column, I present tips on:

• choosing your story

• structuring your story

• building the story into your presentation

• telling your story effectively

Read on UXmatters

May 6, 2019 | UXmatters

In this column, I present some lessons from the industrial-design environment on the design of data visualizations and dashboards for humans’ cognitive and physical limitations.

Read on UXmatters

Apr 8, 2019 | UXmatters

In Part 2 of this series of two parts, I consider scenarios that necessitate UX designers’ taking a firmer stance. Then, I suggest some ways of deciding whether a particular situation befits your taking one course of action over another—acknowledging that the best approach can sometimes be ambiguous.

Read on UXmatters

Mar 4, 2019 | UXmatters

In this column, which is Part 1 in a series of two parts, I’ll present some scenarios in which it makes sense to demonstrate flexibility with your product teammates and stakeholders:

• making aesthetic choices

• employing custom patterns and controls

• following a UX process

• managing teammates’ expectations

• using UX jargon

• defining the scope and timing of products and features

Read on UXmatters

Feb 4, 2019 | UXmatters

How can you, as a UX professional, support localization, help reduce the odds that your product might alienate customers, and avoid contributing to your team’s UX debt? In this column, I’ll provide a localization expert’s perspective on this topic, then describe some practical ways in which you can design user interfaces to better support localization.

Read on UXmatters

Dec 17, 2018 | UXmatters

Enterprise product teams assume that you have hard skills—especially teams comprising engineering-minded people. In Part 2, I cover six Rs that enable UX professionals to further demonstrate the value of User Experience to enterprise product teams:

• Reveal

• Review

• Respond, calmly

• Report

• Ramp up

• Repeat

Read on UXmatters

Nov 5, 2018 | UXmatters

In this column—the first in a series of two parts—we cover five Rs for UX professionals that facilitate their onboarding and enable them to demonstrate the value of User Experience to enterprise product teams:

• research

• request

• receive

• redirect

• recruit

Read on UXmatters

Sep 24, 2018 | UXmatters

This column on Enterprise UX—the first in a series—focuses on:

• providing a working definition of enterprise UX

• describing a few of the many environments in which enterprise UX makes a difference

• identifying obstacles to designing and developing great enterprise software

Read on UXmatters

Jan 8, 2018 | UXmatters

In this article, I discuss four important human needs that product companies tend overlook and how UX professionals can help to nurture them rather than contribute to their suppression:

• mastery

• caution

• discovery

• resonance

Read on UXmatters

Nov 6, 2017 | UXmatters

The profession of User Experience also provides value in unexpected places that exist at the periphery of modern consumerism. In this three-part series, I’ve discussed one such unexpected place—the industrial environment. Humans—who help manufacture the goods we enjoy—must be productive and are no less deserving of experiences that make them more efficient, effective, and satisfied in their jobs.

In Part 3, I’ll share some methods that industrial-automation UX designers can use to overcome challenges relating to:

• designing for designers

• getting access to users

• handling the complexities of competitor or legacy products

This article was later translated and re-published by UserHouse: https://userhouse.ru/statyi/ux-dlya-promyshlennoy-sredy-chast-3

Read on UXmatters

Sep 11, 2017 | UXmatters

Industrial-automation UX designers must take the island scenario into account, in which workers may use an application at a remote site—for example, in Alaska. Sometimes the island is literal—for example, a stationary oil rig in the Gulf of Mexico. Internet connectivity is not a given in most industrial environments. There are security risks, so industrial manufacturers almost always hedge their bets by creating self-contained, secure networks. Let’s look at some common ways in which isolation influences UX design decisions.

This article was later translated and re-published by UserHouse: https://userhouse.ru/statyi/ux-dlya-promyshlennoy-sredy-chast-2

Read on UXmatters

Aug 7, 2017 | UXmatters

Despite the advent of artificial intelligence that the term automation suggests, human factors still matter in the industrial environment. A high-quality user experience is critical because it enables human users who work with control systems and machines to produce consumer-facing products in a more effective and efficient way. However, the domain of industrial automation is fraught with its own host of challenges—many of which might apply to your design domain. In this article, which is Part 1 in a series of three parts, I’ll share a common obstacle that UX designers must overcome in designing effective human experiences for the industrial-automation domain: the work environment.

This article was later translated and re-published by UserHouse: https://userhouse.ru/statyi/ux-dlya-promyshlennoy-sredy-chast-1

Read on UXmatters

Feb 20, 2017 | UXmatters

According to Nicholas Carr, author of The Shallows: What the Internet Is Doing to Our Brains, multitasking and skimming content on the Web are actually depriving people of their capacity for deep concentration. Nevertheless, I still have to design for this behavior—and so do you.

Read on UXmatters

Nov 22, 2016 | The Startup

A peer-reviewed article that illuminates two common (yet innocuous) causes of user friction in software products. A reader will find real world examples, as well as practical tips, for how to avoid these points of friction

Read on The Startup