In 2016, Morgan Kauffman published "Presumptive Design: Design Provocations for Innovation," a book I co-authored and co-designed about a leading-edge design research method I've used throughout my entire career.
When I founded Cliffside Software with my three partners, we focused on creating usable software for disaster response. This was my first venture into user-centered research, design and strategy, and I was surprised by the results. Cliffside’s application was the only exercise planning software users had ever been able to use out of the box without training.
Videotele.com had a problem: they had the highest performing devices on the market, but their users couldn't figure out how to use them. I designed and helped VT.c deliver a configuration, management and monitoring solution to telecom technicians unskilled in the art of digital video.