author Jake Morrison

Whenever we try to squeeze the last bit of utilization out of a system, there is a danger that it will have a big negative impact on the user experience. A great example of this is overbooking in the airline industry. Usually a bad customer experience does not involve getting …

author Jake Morrison

There is a saying that frustration is an occupational hazard of being a user experience designer (or an excessively logical engineer). Once you start designing processes, you see process problems everywhere, whether or not you want to. As an American living in Taiwan, I am used to being the weird …

author Jake Morrison

Applying for a merchant account so you can accept credit cards traditionally takes weeks. You meet with the bank, show them your financial statements, and explain your business. Then they make you an offer for e.g. %2.8% + $0.30 per transaction (plus other mystery fees that you find …

author Jake Morrison

When we create products, it's important that they help specific users with their issues, not generic users. It's easy to create a list of features, all of which sound good, but don't provide a compelling solution to a specific problem for a specific user. Without that, people won't buy your …

author Jake Morrison

User stories are the "Director of Operations" view of the world. They describe step by step how the business works, and what the software needs to do to support it. They should be done after we have defined the user personas, to make sure we are starting from users and …