Baroo? Design Thinking Crash Course in Empathy Carve the right user paths in the solutions you build for wants, needs, goals and desires, while offering efficiency, smoothness, delight and only good surprises. Secret hint: UX Secret hint: UX Laurie Kalmanson 

“Huh...?” Secret hint: UX Laurie Kalmanson 

Where am I? Secret hint: UX Laurie Kalmanson Location, location, location 

When is it ok to park? Secret hint: UX Laurie Kalmanson 

Things that make users go,“Huh?” Secret hint: UX Laurie Kalmanson 

User success is your success Secret hint: UX Laurie Kalmanson User failure is your failure 

Workflow Secret hint: UX Laurie Kalmanson 

Workflow, delight, ROI When digital things just work, users learn faster and need less training. User benefits Maker benefits Delight Good word of mouth Pleasure Easier sales cycle Effectiveness Happier customers Better ROI for everyone Secret hint: UX Laurie Kalmanson 

Palate cleanser Secret hint: UX Laurie Kalmanson 

Cognitive load Secret hint: UX Laurie Kalmanson 

Lighten the load Secret hint: UX Laurie Kalmanson Hierarchies, navigation, taxonomy, categories, subcategories and process flows offer clear wayfinding, and feel natural to users Language, titles, labels and names match experience, knowledge and needs 

Mental model Secret hint: UX Laurie Kalmanson 

Clarify the map Secret hint: UX Laurie Kalmanson Clear, brightly lit user paths Things grouped with similar things Goals flow into process flows, tasks and steps 

Do it right: Heuristics Secret hint: UX Laurie Kalmanson You're doing it right if users: Always know where they are, and never feel lost Can easily get where they want to go, and go back to where they were, without memorizing an unseen trail Can undo an action or redo an action, until it is final 

Example: Harvest app Secret hint: UX Laurie Kalmanson horizontal tab font hierarchy simple color palette low contrast 

Example: airbnb app Secret hint: UX Laurie Kalmanson airbnb: tabbed help overlay 

Example: BBC survey Secret hint: UX Laurie Kalmanson 

Workflow, delight, ROI Define and build online user experiences that are clear, consistent, and easy to use. Secret hint: UX Laurie Kalmanson 

Workflow, delight, ROI speakerdeck.com/lauriekalmanson Secret hint: UX Laurie Kalmanson