Interview with Heather O'Neill
summary
First step is know target audiences with research that proves design choices, not assumptions; frequent half-truths fail—early testing often shows most beliefs are wrong and forces rework. Launch needs a continuous feedback loop with beta users and incremental UI changes so maintenance becomes ongoing improvement, not a big rewrite. Organizations split about 50/50 on external versus in‑house UX, and pairing in‑house staff with consultants gains influence. The Center for Civic Design uses door‑to‑door field research and a ballot field guide that measurably reduces voter confusion.
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chapters (6)
- 0:00Whats the first step a company should take
- 0:40Other planning steps
- 2:04Transition from launching to containing
- 3:12Launch vs maintenance
- 3:45Inhouse vs external
- 5:00Projects
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