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Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

The User Experience Team of One prescribes a range of approaches that have big impact and take less time and fewer resources than the standard lineup of UX deliverables. Whether you want to cross over into user experience or you're a seasoned practitioner trying to drag your organization forward, this book gives you tools and insight for doing more with less.

As design continues to impact our products, services, and solutions at scale, it is more important than ever to understand the systems and context that surround design decisions. Closing the Loop will introduce you to a powerful systems thinking mindset and provide you with the tools and frameworks to define the systems that surround your work. "Cababa's book comes at a crucial moment for design, and points the way toward a more inclusive, meaningful future for our work." --David Dylan Thomas, author, Design for Cognitive BiasWho Should Read This Book?This book is for practitioners who want to incorporate systems-thinking methods into their practice. Design researchers, strategists, and experience designers will benefit from the book's tools and instruction to broaden their perspectives, as well as people from technology, healthcare, education, and other spaces in which human-centered design is incorporated.TakeawaysReaders will learn to: Combine user-centered design with systems thinking to understand interconnections and interventions to create goals that benefit society.Expand their thinking about what constitutes problem-solving in order to reframe problem spaces. Map the status quo in order to better envision the future.Kick off primary research by conducting interviews with subject matter experts.Use stakeholder maps as a form of analysis and synthesis output.Create a causal loop map to articulate systems forces in the form of cause and effect. Develop a theory of change to plan initiatives that will lead to the desired outcomes and impact. Use the futures wheel as a tool to imagine the impact of decisions.

"Today's radically complex problems require people to lead with design. Changemakers is an essential playbook for designers and nondesigners who want to drive change at work, at home, and in their communities. Groundbreaking designers Maria Giudice and Christopher Ireland armed with insights from some of today's top minds in business, tech, and social justice offer a pragmatic, people-centered approach to change"--

Effective interface animation deftly combines form and function to improve feedback, aid in orientation, direct attention, show causality, and express your brands personality. Designing Interface Animation shows you how to create web animation that balances purpose and style while blending seamlessly into the users experience. This book is a crash course in motion design theory and practice for web designers, UX professionals, and front-end developers alike.

Welcome to the future, where you can talk with the digital things around you: voice assistants, chatbots, and more. But these interactions can be unhelpful and frustrating-sometimes even offensive or biased. Conversations with Things teaches you how to design conversations that are useful, ethical, and humancenteredbecause everyone deserves to be understood, especially you.

Thinking better makes you better. And few things extend your mind as quickly and powerfully as the humble note. Notes let you fulfill commitments, manage complicated projects, and make your ideas real. Digital notes take you further: using the right tools and a bit of discipline, you can cultivate a "personal knowledge garden" where your thinking will blossom.

After years of building the same interface elements, some designers and developers get wise and try to create reusable, common solutions to help everyone stop reinventing the wheel every time. Most fail. In Design That Scales, design systems expert Dan Mall draws on his extensive experience helping some of the world's most recognizable brands create design practices that are truly sustainable and successful."Dan's book is a game-changer for our approach to design systems, leading to significant changes at my company, making it a must-read for streamlining anyone's complex design systems!" --Nadine Sarraj, Product Designer, 365 Retail Markets"A lively and paradigm-challenging evaluation of what makes good system designs work at any scale."--Kirkus Reviews Who Should Read This Book?People who are building and maintaining design systems, large or small. Designers, engineers, and product managers who are in search of a more efficient way to work. Leaders and executives who want to effect change but aren't sure how to do it. People who have designed web forms and tables, but don't know what's next.TakeawaysA design system is crucial for any organization managing two or more digital products. Learn how to create, manage, and sustain a successful design system.See how the ecosystem of a design system works in order to understand the context for success.Figure out where the people involved in a design system fit and how they can best collaborate.Learn the metrics for success within a design system and how to measure them.Determine the best techniques for marketing your design system to stakeholders.Learn what guidance and relationships are crucial for a design system to succeed.See the end-of-chapter questions that highlight how to guide your design system to a profitable outcome.

Online learning can be so dull--or not!Enter Jenae Cohn and Michael Greer, experienced authors andteachers, who decided it was time to take on the challenge of making online learning more interesting and compellingfor students. So, they met in a Zoom call, contacted Rosenfeld Media, and wrote this book, Design for Learning: UserExperience in Online Teaching and Learning (many Zoom calls later). The book is structured to teach online learning in such a way that anyone can follow its practices and create a dynamic educational presentation. Chapters cover everything fromlearning about your learners and setting learning goals to building connections with learners and giving them feedback. In addition, the authors dive into the nitty-gritty details of creating online courses, including takeaways at the endof each chapter and easy-to-follow examples throughout."I particularly appreciate how thoughtful Jenae and Michael are about considering the experience from the learner's point of view and theemphasis they put on learner agency."--Julie Dirksen, Author, Design for How People LearnTogether, Jenae Cohn and Michael Greer have years of experience designing and producing online courses for students. They wanted the tone of their book to be friendly, supportive, engaging, empathetic, and thoughtful. With that in mind, they chose examples that reflected what an ordinary user might encounter on a day-to-day basis, highlighting everything from complex skills (accessibility) to the most minute details, such as: Writing compelling content and instructional textDesigning interesting text and visualsPlanning and producing videosRecording sound and voice-oversCreating and facilitating live website presentationsDesigning surveys for class feedbackRating whether your presentation was successfulWho This Book Is ForTeachers, learning development professionals, and anyone tasked with designing an online course or a one-off workshopContent creators, instructional designers, user experience designers, and others who care about the experience of online learningWhether you're a novice or experienced online instructional designer, this book will show you how to apply industry best practices, and provide how-to examples, powerful templates, and activities to craft compelling instructional content--whether text, audio, or video.Best of all--your course will never be called dull again.

"Finally a book that doesn't treat leadership styles as one-size-fits-all. The Leader's Journey helped me think through how to tell my own story as a leader." --Melissa Perri, author of Escaping the Build Trap and Senior Lecturer, Harvard Business School A step-by-step leadership guide from executive coach, keynote speaker, and bestselling author Donna Lichaw to transform yourself, your team, and your business into a league of superheroes poised for success.No one gives you a manual for how to be a great leader. Enter leadership expert Donna Lichaw. Drawing on psychology, neuroscience, design thinking, and her years of experience coaching business leaders from the likes of Amazon, Disney, Google, Mastercard, Lichaw's tried-and-true leadership development methods will empower you to activate your superpowers, achieve your mission, and bring your team along for the ride. In this actionable four-part framework, you'll learn: How to own and leverage your core story as a leaderHow to activate your leadership superpowers-and manage your personal KryptoniteHow to develop a strategic roadmap to achieve your personal and business goalsHow to make a lasting impact that only you can makeWith compelling examples from her extensive executive coaching career, Lichaw brings her background in storytelling and filmmaking to bear in this entertaining and engaging guide. Whether you're a founder, senior leader, or still aspiring to senior leadership, The Leader's Journey is an essential resource for anyone looking to step into their power and make a difference in their business and the world.

"Stress changes the human brain, enhancing some abilities and degrading others. In some of the most dangerous industries, creators of life-saving products have discovered how to leverage brain science and smart design to harness good instincts while reducing panic and aggression. They use human-centered design to help their users land airplanes, avoid car crashes, resuscitate heart attack victims, and escape burning buildings. Apply their techniques to your work in any field to create clear, intuitive experiences that effectively guide the behavior of your users, no matter their state of mind"--

"More and more, designers are grappling with product management-as a peer discipline, as the job title of a boss or teammate, and as a future career destination. But there is surprisingly little help for designers who seek to understand what it takes to manage products and services. In Product Management for UX Designers, Christian Crumlish plumbs the intersections and gaps between design and product management for both designers who want to work with product managers and designers who want to become product managers"--

Information is easy. Understanding is hard.From incomprehensible tax policies to confusing medical explanations, we're swamped with information that we can''t make sense of. Figure It Out shows us how to transform information into better presentations, better meetings, better software, and better decisions. So take heart: under the guidance of Anderson and Fast, we can, in fact, figure it outfor ourselves and for others.

Liftoff! is your guide to leveling up as a design manager and leader. Its experiencedriven approachwritten by designers for designerswill help you hire and scale teams, develop careers, learn why diversity matters to your business, and solidify design's role in your organization. Liftoff! will elevate your skills to lead your team and company to new heights.

Your customer has five senses and a small universe of devices. Why aren't you designing for all of them? Go beyond screens, keyboards, and touchscreens by letting your customer's humanity drive the experiencenot a specific device or input type. Learn the techniques you'll need to build fluid, adaptive experiences for multiple inputs, multiple outputs, and multiple devices.

Customer experiences are increasingly complicatedwith multiple channels, touchpoints, contexts, and moving partsall delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments.

The digital world is transitioning from text to media: photos, audio files, video clips, animations, games, and more. Enterprises of all kinds struggle with how to manage those media assets. Digital professionals who want to master the life cycles behind creating, storing, and reusing media need the inside scoop on how digital and media asset management technology really works.

Advances in narrow artificial intelligence make possible agentive systems that do things directly for their users (like, say, an automatic pet feeder). They deliver on the promise of user-centered design, but present fresh challenges in understanding their unique promises and pitfalls. Designing Agentive Technology provides both a conceptual grounding and practical advice to unlock agentive technology's massive potential.

Websites and apps are places where critical parts of our lives happen. We shop, bank, learn, gossip, and select our leaders there. But many of these places weren't intended to support these activities. Instead, they're designed to capture your attention and sell it to the highest bidder. Living in Information draws upon architecture as a way to design information environments that serve our humanity.

Distracted by traditional metrics and mounting access to data, leaders are blinded to what it actually takes to create greater value for their businesses: meaningful, long-term relationships with their customers.In Blind Spot, you'll learn how exceptional organizationsfrom Disney to Instagraminnovate and sustain valuable, productive customer relationships. Blind Spot's lessons deliver a groundbreaking perspective shift and win-win approach for your customers, your businessand even your shareholders.

Mobile user experience is a new frontier. Untethered from a keyboard and mouse, this rich design space is lush with opportunity to invent new and more human ways for people to interact with information. Invention requires casting off many anchors and conventions inherited from the last 50 years of computer science and traditional design and jumping head first into a new and unfamiliar design space.

Why do half of all technology projects fail? A major reason is that organizations often pick the wrong tools, leaving them digitally hamstrung from the start. This book offers a modern alternative to traditional waterfall approaches to selecting technology. You'll learn a practical, adaptive process that relies on realistic storytelling and hands-on testing to get the best fit for your enterprise.

Project management-it's not just about following a template or using a tool, but rather developing personal skills and intuition to find a method that works for everyone. Whether you're a designer or a manager, Project Management for Humans will help you estimate and plan tasks, scout and address issues before they become problems, and communicate with and hold people accountable.

Behavior change design creates entrancing—and effective—products and experiences. Whether you've studied psychology or are new to the field, you can incorporate behavior change principles into your designs to help people achieve meaningful goals, learn and grow, and connect with one another. Engaged offers practical tips for design professionals to apply the psychology of engagement to their work.

Meetings don't have to be painfully inefficient snoozefests-if you design them. Meeting Design will teach you the design principles and innovative approaches you'll need to transform meetings from boring to creative, from wasteful to productive. Meetings can and should be indispensable to your organization; Kevin Hoffman will show you how to design them for success.

User research war stories are personal accounts of the challenges researchers encounter out in the field, where mishaps are inevitable, yet incredibly instructive. Doorbells, Danger, and Dead Batteries is a diverse compilation of war stories that range from comically bizarre to astonishingly tragic, tied together with valuable lessons from expert user researcher Steve Portigal.

"Like a good story, successful design is a series of engaging moments structured over time. The User's Journey will show you how, when, and why to use narrative structure, technique, and principles to ideate, craft, and test a cohesive vision for an engaging outcome. See how a 'story first' approach can transform your product, feature, landing page, flow, campaign, content, or product strategy." -- Back cover.

Emotion. Ego. Impatience. Stubbornness. Characteristics like these make creating sites and apps for kids a daunting proposition. However, with a bit of knowledge, you can design experiences that help children think, play, and learn. With Design for Kids, you'll learn how to create digital products for today's connected generation.

Want to know what your users are thinking? If youre a product manager or developer, this book will help you learn the techniques for finding the answers to your most burning questions about your customers. With step-by-step guidance, Validating Product Ideas shows you how to tackle the research to build the best possible product.

Just as pilots and doctors improve by studying crash reports and postmortems, experience designers can improve by learning how customer experience failures cause products to fail in the marketplace. Rather than proselytizing a particular approach to design, Why We Fail holistically explores what teams actually built, why the products failed, and how we can learn from the past to avoid failure ourselves.