UX observation often has a powerful impact on the observers. When describing his first customer observation, Gene Kim, the founder and CTO at Tripwire for thirteen years and co-author of this book, said: One of the worst moments of my professional career was in 2006 when I spent an entire morning watching one of our customers use our product. I was watching him perform an operation that we expected customers to do weekly, and, to our extreme horror, we discovered that it required sixty-three clicks. This person kept apologizing, saying things like, “Sorry, there’s probably a better way to do
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