Products

Why do crucial customer insights often fail to drive product decisions? The answer: wasted research. Jake Burghardt identifies the insidious root causes of research waste, giving actionable ideas to increase the impact of siloed research. You’ll learn to enhance collaboration, maximize learning, and drive research-informed product launches. Anyone—from UX researchers and insight generators to data scientists and CX analysts—will benefit from these crucial customer insights.

Who Should Read This Book

This book is for anyone who’s seen too many important customer insights that failed to drive next steps in their business. It’s for leaders and practitioners who want to experiment with new ways to increase their organization’s research use in product development and delivery. Specifically, it’s perfect for researchers from any discipline from UX to CX to sales to data science. It’s also a must-read for leaders of product, design, marketing, and engineering —anyone who wants to improve decision-making based on available customer research. And that includes operations people.

Takeaways

 
• Uncover tools and methods to reduce research waste.
 
• Learn how to find and use hidden research that might have lasting impact on your organization.
 
• Discover knowledge-consolidating tools and requirements for repositories.
 
• Increase the impact of any type of customer research on your organization.
 
• Note the special “IDEA” sections that show possible actions to choose based on what makes sense for your current resources and organizational context
 
• See “You Might Be Asking” sidebars, which give answers to common questions.
 
• Search for “Imagine a Way Forward” sidebars that highlight special scenarios—telling a story of action ideas as step-by-step narratives.
 
• Look for insightful interviews from experts in the field.
 
• Read the chapter summaries of key proposals to get more value from research, including a distillation of what success might look like.

We all tell stories. It's one of the most natural ways to share information, as old as the human race. This book is not about a new technique, but how to use something we already know in a new way. Stories help us gather and communicate user research, put a human face on analytic data, communicate design ideas, encourage collaboration and innovation, and create a sense of shared history and purpose. This book looks across the full spectrum of user experience design to discover when and how to use stories to improve our products. Whether you are a researcher, designer, analyst or manager, you will find ideas and techniques you can put to use in your practice.

We all tell stories. It's one of the most natural ways to share information, as old as the human race. This book is not about a new technique, but how to use something we already know in a new way. Stories help us gather and communicate user research, put a human face on analytic data, communicate design ideas, encourage collaboration and innovation, and create a sense of shared history and purpose. This book looks across the full spectrum of user experience design to discover when and how to use stories to improve our products. Whether you are a researcher, designer, analyst or manager, you will find ideas and techniques you can put to use in your practice.

Good content isn’t magical—it's thoughtful, creative, and well researched words put together with finesse. In Strategic Content Design, you'll learn how to create effective content, using hard–won research methods, best practices, and proven tips for conducting quantitative and qualitative content–focused research and testing.

"This is me, shouting from the rooftops: Strategic Content Design belongs in the hands of absolutely anyone who cares about content in UX—by which I mean EVERYONE."
—Kristina Halvorson, CEO and Founder, Brain Traffic

Who Should Read This Book?

Takeaways

• Realistically assess the current state of your content.
• Learn how to write content research questions.
• Create a content research study and evaluate your content&apos:s effectiveness.
• Identify which specific words or content elements to test. Analyze your research results.
• Identify which specific words or content elements to test.
• Determine which research methods and tools are ideal for your team's content research needs.
• Elevate the role of content design in your company, proving that content is key to creating an outstanding customer experience—and improving your bottom line.
• Create a content research roadmap.
• Learn from professional content people in case studies that highlight practical examples.

Good content isn’t magical—it's thoughtful, creative, and well researched words put together with finesse. In Strategic Content Design, you'll learn how to create effective content, using hard–won research methods, best practices, and proven tips for conducting quantitative and qualitative content–focused research and testing.

"This is me, shouting from the rooftops: Strategic Content Design belongs in the hands of absolutely anyone who cares about content in UX—by which I mean EVERYONE."
—Kristina Halvorson, CEO and Founder, Brain Traffic

Who Should Read This Book?

Takeaways

• Realistically assess the current state of your content.
• Learn how to write content research questions.
• Create a content research study and evaluate your content&apos:s effectiveness.
• Identify which specific words or content elements to test. Analyze your research results.
• Identify which specific words or content elements to test.
• Determine which research methods and tools are ideal for your team's content research needs.
• Elevate the role of content design in your company, proving that content is key to creating an outstanding customer experience—and improving your bottom line.
• Create a content research roadmap.
• Learn from professional content people in case studies that highlight practical examples.

Surveys That Work explains a seven–step process for designing, running, and reporting on a survey that gets accurate results. In a no–nonsense style with plenty of examples about real–world compromises, the book focuses on reducing the errors that make up Total Survey Error—a key concept in survey methodology. If you are conducting a survey, this book is a must–have.

Surveys That Work explains a seven–step process for designing, running, and reporting on a survey that gets accurate results. In a no–nonsense style with plenty of examples about real–world compromises, the book focuses on reducing the errors that make up Total Survey Error—a key concept in survey methodology. If you are conducting a survey, this book is a must–have.

Your favorite apps and programs share one thing in common: they are all thoughtfully designed. Design Operations is the business practice that ensures great design and great designers thrive and deliver meaningful impact. The Design Conductors is your comprehensive guide to DesignOps. You’ll learn how to successfully advocate for, build out, scale up, and ultimately operate design organizations.

Who Should Read This Book?

Although The Design Conductors is definitely for designers, it's also an essential field guide for product and project managers of all types. Anyone who works in the intersection of process and change management, such as healthcare, tech, or financial services, can learn the design methodologies used by DesignOps practitioners. People who work hand–in–hand with designers, particularly those in the fields of software, hardware, or creative design, will also find this book useful. Finally, leaders in design, product, business, and engineering should read this book to learn how to create their own DesignOps culture where teams who build great user experiences can thrive.

Takeaways

• Learn what DesignOps is and where it began.
• Explore the most common backgrounds for people who want to become DesignOps practitioners.
• Define the eight career competencies that all DesignOps practitioners share.
• Learn the practical application of building, running, and growing a DesignOps team—one that is already in existence or one that is built from scratch.
• Highlight the different kinds of paths a DesignOps professional can take in their career—with real-world examples.
• Operationalize values by leading to effect transformative changes in teams and businesses.
• Show how the four most common DesignOps org models influence the ways in which teams can function and be organized.
• Use the book’s comprehensive toolkit for both hiring or interviewing for a DesignOps team.

Your favorite apps and programs share one thing in common: they are all thoughtfully designed. Design Operations is the business practice that ensures great design and great designers thrive and deliver meaningful impact. The Design Conductors is your comprehensive guide to DesignOps. You’ll learn how to successfully advocate for, build out, scale up, and ultimately operate design organizations.

Who Should Read This Book?

Although The Design Conductors is definitely for designers, it's also an essential field guide for product and project managers of all types. Anyone who works in the intersection of process and change management, such as healthcare, tech, or financial services, can learn the design methodologies used by DesignOps practitioners. People who work hand–in–hand with designers, particularly those in the fields of software, hardware, or creative design, will also find this book useful. Finally, leaders in design, product, business, and engineering should read this book to learn how to create their own DesignOps culture where teams who build great user experiences can thrive.

Takeaways

• Learn what DesignOps is and where it began.
• Explore the most common backgrounds for people who want to become DesignOps practitioners.
• Define the eight career competencies that all DesignOps practitioners share.
• Learn the practical application of building, running, and growing a DesignOps team—one that is already in existence or one that is built from scratch.
• Highlight the different kinds of paths a DesignOps professional can take in their career—with real-world examples.
• Operationalize values by leading to effect transformative changes in teams and businesses.
• Show how the four most common DesignOps org models influence the ways in which teams can function and be organized.
• Use the book’s comprehensive toolkit for both hiring or interviewing for a DesignOps team.

Some of today’s most popular video games have been on the market for decades, while others barely make it days before disappearing forever. What differentiates the games that survive? This expansive look at modern video game development gives you an end-to-end, cross-disciplinary understanding of the people, processes, and core design principles you’ll need to create video games that thrive. 

Who Should Read This Book

This book is for anyone and everyone interested in working on and creating games, including:

• Aspiring game developers of any discipline.
• Veteran game developers looking to reframe their understanding of game development to account for modern trends and standards.
• Creative leaders who need to build and support environments where great video games are created.
• Game designers trying to improve their understanding of the business considerations that have felled so many recent games.
• User experience designers looking to understand, define, and expand their impact in the broader video game market.
• Producers struggling with the choice of business model or monetization choices for their games.
• Partners to video game developers like legal counsel, business development, venture capitalists, marketing, licensing, and human relations.

You’ll learn…

• A standard for basic game design principles.
• Foundational science and the art of universal player motivation, critical to informing decisions about the game.
• The modern gaming business, including live-service games.
• The roles that people and companies play in the game development process.
• A common language for game development techniques.
• How to achieve creative ideation and learn prioritization techniques.
• More advanced design topics to help games thrive over time.
• How to design games that encourage positive social experiences.
• Modern video gaming monetization techniques.
• To recognize common ethical and legal issues.
• About key video games hardware, software, engines, and platforms.
• What works and what doesn’t in gaming—showing common patterns in the industry and design struggles.
• Insights that will apply to teams and games of any size—from indie games to mega games

Frequently Asked Questions

1. Does “game development” in the title mean this is a programming book? No. This book is intended for anyone who works on video games, and starts in Chapter 1, “What Makes Us Play,” by exploring universal player motivations. The word developer in video gaming, like the broader software industry, is used in many different ways. As discussed in Chapter 3, “Putting the Dev in Game Development,”while some folks believe “game development” refers only to programming, it is usually a more general term applied to the collective act of making a game across all disciplines (as demonstrated by the existence of the broader Game Developers Conference).
2. Is this book only useful for new game developers? This book is useful for game developers at any stage of their career. While it’s a fantastic overview for early career game developers, many veterans who reviewed this book mentioned that they pulled away new insights, especially from chapters like Chapter 9, “From Emergence to Prosocial Gaming.” and Chapter 11, “Efficient and Ethi-cal Economies.” Readers will walk away with a common language for game development techniques from chapters like Chapter 3 and Chapter 13, “The Good and Bad of Game Dev Processes,” that you can use with developers at any career stage.
3. Can I use this book to help my nonindustry partners understand game development? Absolutely! As I wrote this book, I wrote it with a secondary audience of partners like business development, legal, and other groups who don’t experience the industry in the same way. There are tons of folks who would benefit from an overview of the industry and our considerations all in one place. They’ll get the most out of chapters like Chapter 2, “The Living Business of Games,” and Chapter 10, “The Money Game,” which lay out the basic business models at play today, as well as Chapter 3, which will help folks understand why game development teams are so big and complex, and Chapter 7, “Engaging Players over Time,” and Chapter 8,“Creating Immersive Worlds,” which really help explain how games are different from other forms of entertainment.

Some of today’s most popular video games have been on the market for decades, while others barely make it days before disappearing forever. What differentiates the games that survive? This expansive look at modern video game development gives you an end-to-end, cross-disciplinary understanding of the people, processes, and core design principles you’ll need to create video games that thrive. 

Who Should Read This Book

This book is for anyone and everyone interested in working on and creating games, including:

• Aspiring game developers of any discipline.
• Veteran game developers looking to reframe their understanding of game development to account for modern trends and standards.
• Creative leaders who need to build and support environments where great video games are created.
• Game designers trying to improve their understanding of the business considerations that have felled so many recent games.
• User experience designers looking to understand, define, and expand their impact in the broader video game market.
• Producers struggling with the choice of business model or monetization choices for their games.
• Partners to video game developers like legal counsel, business development, venture capitalists, marketing, licensing, and human relations.

You’ll learn…

• A standard for basic game design principles.
• Foundational science and the art of universal player motivation, critical to informing decisions about the game.
• The modern gaming business, including live-service games.
• The roles that people and companies play in the game development process.
• A common language for game development techniques.
• How to achieve creative ideation and learn prioritization techniques.
• More advanced design topics to help games thrive over time.
• How to design games that encourage positive social experiences.
• Modern video gaming monetization techniques.
• To recognize common ethical and legal issues.
• About key video games hardware, software, engines, and platforms.
• What works and what doesn’t in gaming—showing common patterns in the industry and design struggles.
• Insights that will apply to teams and games of any size—from indie games to mega games

Frequently Asked Questions

1. Does “game development” in the title mean this is a programming book? No. This book is intended for anyone who works on video games, and starts in Chapter 1, “What Makes Us Play,” by exploring universal player motivations. The word developer in video gaming, like the broader software industry, is used in many different ways. As discussed in Chapter 3, “Putting the Dev in Game Development,”while some folks believe “game development” refers only to programming, it is usually a more general term applied to the collective act of making a game across all disciplines (as demonstrated by the existence of the broader Game Developers Conference).
2. Is this book only useful for new game developers? This book is useful for game developers at any stage of their career. While it’s a fantastic overview for early career game developers, many veterans who reviewed this book mentioned that they pulled away new insights, especially from chapters like Chapter 9, “From Emergence to Prosocial Gaming.” and Chapter 11, “Efficient and Ethi-cal Economies.” Readers will walk away with a common language for game development techniques from chapters like Chapter 3 and Chapter 13, “The Good and Bad of Game Dev Processes,” that you can use with developers at any career stage.
3. Can I use this book to help my nonindustry partners understand game development? Absolutely! As I wrote this book, I wrote it with a secondary audience of partners like business development, legal, and other groups who don’t experience the industry in the same way. There are tons of folks who would benefit from an overview of the industry and our considerations all in one place. They’ll get the most out of chapters like Chapter 2, “The Living Business of Games,” and Chapter 10, “The Money Game,” which lay out the basic business models at play today, as well as Chapter 3, which will help folks understand why game development teams are so big and complex, and Chapter 7, “Engaging Players over Time,” and Chapter 8,“Creating Immersive Worlds,” which really help explain how games are different from other forms of entertainment.

"Jobs To Be Done is key to building successful products, and this book masterfully gives a step–by–step guide on how to put it into practice."

—Melissa Perri, author of Escaping the Build Trap

These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice–to–have, it's a strategic imperative.

The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action. This book shows you techniques to make offerings people want, as well as make people want your offering.

"Jobs To Be Done is key to building successful products, and this book masterfully gives a step–by–step guide on how to put it into practice."

—Melissa Perri, author of Escaping the Build Trap

These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice–to–have, it's a strategic imperative.

The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action. This book shows you techniques to make offerings people want, as well as make people want your offering.

"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 leader
• How to activate your leadership superpowers–and manage your personal Kryptonite
• How to develop a strategic roadmap to achieve your personal and business goals
• How to make a lasting impact that only you can make

With 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.

"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 leader
• How to activate your leadership superpowers–and manage your personal Kryptonite
• How to develop a strategic roadmap to achieve your personal and business goals
• How to make a lasting impact that only you can make

With 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.

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.

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.

Staff design is a combination of team leadership and in-the-pixels design work, all without managing direct reports. This handbook will guide you to success—whether you’re already navigating a staff design role, or you’re deciding if you should embark on the journey. You’ll learn to build influence with soft power, improve your communication, and impact strategy at scale.

Who Should Read This Book

This book was written for UX practitioners who are considering the staff design role, including:

• Senior designers who want to get promoted to the staff level by identifying and filling their competency gap.
• UX practitioners who want to learn about the role before choosing between hands-on and management paths. 

It’s also incredibly helpful for staff designers in need of new tactics to shift from reactive to proactive, build influence, and become the leader they want to be.

Takeaways

• Learn what the difference is between a staff designer and a senior designer.
• Compare the duties of a staff designer in a small, medium, and large company settings.
• Make time for visioning and planning projects while you set healthy boundaries.
• Create and drive a product vision.
• Know how to build influence without authority. 
• Scale your impact and prove your value as a staff designer.

Staff design is a combination of team leadership and in-the-pixels design work, all without managing direct reports. This handbook will guide you to success—whether you’re already navigating a staff design role, or you’re deciding if you should embark on the journey. You’ll learn to build influence with soft power, improve your communication, and impact strategy at scale.

Who Should Read This Book

This book was written for UX practitioners who are considering the staff design role, including:

• Senior designers who want to get promoted to the staff level by identifying and filling their competency gap.
• UX practitioners who want to learn about the role before choosing between hands-on and management paths. 

It’s also incredibly helpful for staff designers in need of new tactics to shift from reactive to proactive, build influence, and become the leader they want to be.

Takeaways

• Learn what the difference is between a staff designer and a senior designer.
• Compare the duties of a staff designer in a small, medium, and large company settings.
• Make time for visioning and planning projects while you set healthy boundaries.
• Create and drive a product vision.
• Know how to build influence without authority. 
• Scale your impact and prove your value as a staff designer.

Whether you're new to UX or a seasoned practitioner, The User Experience Team of One gives you everything you need to succeed, emphasizing down–to–earth approaches that deliver big impact over time–consuming, needlessly complex techniques. This updated classic remains a comprehensive and essential guide for UX and product designers everywhere—you'll accomplish a lot more with a lot less.

Who Should Read This Book?

The techniques and advice in this book are applicable to anyone who is just starting out in user experience, as well as seasoned practitioners who have been in the field for years. In addition, anyone who read the first edition will appreciate this updated edition that features loads of new material that has changed over the past 10 years. There are tips, tools, and techniques throughout the book to improve your performance. The various methods detail exactly how to handle a variety of situations—from the timing involved, the materials, when to use that information, and how to try it out. Look for real–life sidebars from the authors, as well as experts in the field. This book applies to a team of one or a team of many.

Takeaways

• The first section covers the philosophy of the UX team of one—why you do it, how you build support, how to identify common challenges, and how to keep growing.
• The second section of the book, "Practice," gives you tools and techniques for managing this balancing act with detailed methods.
• The 25 up–to–date methods in Part II prompt a question about a specific topic, answer the question, give the average time it will take to deal with the issue, tell you when to use this material, and give you instructions for "Trying It Out".
• You can learn about working conditions that a team of one often experiences.
• The book addresses difficult situations that UX practitioners often encounter (for example, the need for speed in corporate environments.
• Be sure to review the UX Value Loop[TM] that Joe created to define UX.
• Check out sidebars that highlight some of Joe and Leah's personal real–life experiences.
• The end of each chapter tells you what to do if you can "only do one thing"
• Finally, notes and tips give you handy techniques and tools to use in your own practice.

Whether you're new to UX or a seasoned practitioner, The User Experience Team of One gives you everything you need to succeed, emphasizing down–to–earth approaches that deliver big impact over time–consuming, needlessly complex techniques. This updated classic remains a comprehensive and essential guide for UX and product designers everywhere—you'll accomplish a lot more with a lot less.

Who Should Read This Book?

The techniques and advice in this book are applicable to anyone who is just starting out in user experience, as well as seasoned practitioners who have been in the field for years. In addition, anyone who read the first edition will appreciate this updated edition that features loads of new material that has changed over the past 10 years. There are tips, tools, and techniques throughout the book to improve your performance. The various methods detail exactly how to handle a variety of situations—from the timing involved, the materials, when to use that information, and how to try it out. Look for real–life sidebars from the authors, as well as experts in the field. This book applies to a team of one or a team of many.

Takeaways

• The first section covers the philosophy of the UX team of one—why you do it, how you build support, how to identify common challenges, and how to keep growing.
• The second section of the book, "Practice," gives you tools and techniques for managing this balancing act with detailed methods.
• The 25 up–to–date methods in Part II prompt a question about a specific topic, answer the question, give the average time it will take to deal with the issue, tell you when to use this material, and give you instructions for "Trying It Out".
• You can learn about working conditions that a team of one often experiences.
• The book addresses difficult situations that UX practitioners often encounter (for example, the need for speed in corporate environments.
• Be sure to review the UX Value Loop[TM] that Joe created to define UX.
• Check out sidebars that highlight some of Joe and Leah's personal real–life experiences.
• The end of each chapter tells you what to do if you can "only do one thing"
• Finally, notes and tips give you handy techniques and tools to use in your own practice.

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.

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.

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.

Want to know what your users are thinking? If you’re 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.

Want to know what your users are thinking? If you’re 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.

Drawing from psychology, neuroscience, and years of real-world experience, We Need to Talk provides a practical framework for navigating difficult conversations with confidence and empathy. Whether you're dealing with workplace conflicts, team dynamics, or challenging personal discussions, this book equips you with the tools to transform confrontational situations into opportunities for growth and understanding. No scripts, no shortcuts—just proven strategies that work.

Who Should Read This Book

If you work with other humans, this book is for you. Whether you're a leader trying to build psychological safety on your team, an individual contributor navigating tricky workplace dynamics, or someone who wants to get better at having hard conversations, you'll find practical tools here. While the examples come primarily from technology and creative fields, the framework works across industries and various roles. You'll learn how to transform potentially confrontational situations into opportunities for growth and understanding, all while staying true to your authentic communication style. This isn't about becoming a conflict expert—it's about you feeling confident and capable when those inevitable tough conversations arise.

Takeaways

• Learn the core principles underlying difficult conversations. 
• Delve into how your brain processes conflict. 
• Study a multitude of techniques for maintaining psychological safety. 
• Learn to apply practical solutions to solving real-world problems.  
• Practice handling difficult conversations in your own authentic way. 
• Figure out specific techniques for staying centered, asking the right questions, and keeping your cool when caught off guard. 
• Learn how to navigate the tricky waters of conflict when you don’t agree with your boss. 
• Study de-escalation techniques for a tense situation in order to guide conversations back to productive territory.  
• Say no and mean it!

Drawing from psychology, neuroscience, and years of real-world experience, We Need to Talk provides a practical framework for navigating difficult conversations with confidence and empathy. Whether you're dealing with workplace conflicts, team dynamics, or challenging personal discussions, this book equips you with the tools to transform confrontational situations into opportunities for growth and understanding. No scripts, no shortcuts—just proven strategies that work.

Who Should Read This Book

If you work with other humans, this book is for you. Whether you're a leader trying to build psychological safety on your team, an individual contributor navigating tricky workplace dynamics, or someone who wants to get better at having hard conversations, you'll find practical tools here. While the examples come primarily from technology and creative fields, the framework works across industries and various roles. You'll learn how to transform potentially confrontational situations into opportunities for growth and understanding, all while staying true to your authentic communication style. This isn't about becoming a conflict expert—it's about you feeling confident and capable when those inevitable tough conversations arise.

Takeaways

• Learn the core principles underlying difficult conversations. 
• Delve into how your brain processes conflict. 
• Study a multitude of techniques for maintaining psychological safety. 
• Learn to apply practical solutions to solving real-world problems.  
• Practice handling difficult conversations in your own authentic way. 
• Figure out specific techniques for staying centered, asking the right questions, and keeping your cool when caught off guard. 
• Learn how to navigate the tricky waters of conflict when you don’t agree with your boss. 
• Study de-escalation techniques for a tense situation in order to guide conversations back to productive territory.  
• Say no and mean it!

Forms make or break the most crucial online interactions: checkout (commerce), registration (community), data input (participation and sharing), and any task requiring information entry. In Web Form Design, Luke Wroblewski draws on original research, his considerable experience at Yahoo! and eBay, and the perspectives of many of the field's leading designers to show you everything you need to know about designing effective and engaging Web forms.

Forms make or break the most crucial online interactions: checkout (commerce), registration (community), data input (participation and sharing), and any task requiring information entry. In Web Form Design, Luke Wroblewski draws on original research, his considerable experience at Yahoo! and eBay, and the perspectives of many of the field's leading designers to show you everything you need to know about designing effective and engaging Web forms.

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.

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.

Without words, apps would be an unusable jumble of shapes and icons, while voice interfaces and chatbots wouldn't even exist. Words make software human–centered, and require just as much thought as the branding and code. This book will show you how to give your users clarity, test your words, and collaborate with your team. You'll see that writing is designing.

Without words, apps would be an unusable jumble of shapes and icons, while voice interfaces and chatbots wouldn't even exist. Words make software human–centered, and require just as much thought as the branding and code. This book will show you how to give your users clarity, test your words, and collaborate with your team. You'll see that writing is designing.