Chapter 6. Learn From Users
“If you want your users to fall in love with your design, fall in love with your users.”
—DANA CHISNELL, researcher for the United States Digital Service and cofounder of the Center for Civic Design
WHEN WE LOVE, we see people as whole: dynamic, multifaceted, and individual. We don’t question how they can be angry and yet hopeful at the same time. We understand those responses as human. We accept them, acknowledge them, and work with them.
So how can we learn to love each of our users—users who are in a million contexts and circumstances, many of which we’ll never know about? The answer is in going to where they ...
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