Foreword
Have you ever heard the sayings “The cobbler’s children have no shoes” or “The plumber has leaky faucets”? Have you smiled at them, assuring yourself that most usability professionals are far above such trivial, conventional problems?
I have bad and good news for you.
The bad news is that my research shows that a considerable number of products produced by usability professionals are hard to use or don’t meet their users’ needs. I’ve encountered unusable usability test reports, unusable personas, unusable interview reports, and unusable websites of companies who sell usability services. And even worse than that: some of us are not very good at selling and communicating our knowledge and our deliverables to people who are not usability ...
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