Organizational Communication Commons^™

Finding Empathy For Users: A Plain Language Model, Russell Willerton

Russell Willerton

In their bestselling book on developing memorable ideas, Made to Stick, authors Chip and Dan Heath discuss what they named the “curse of knowledge”: once you know something it’s difficult to remember what life is like without knowing it.

As a UX expert, you possess a wide array of knowledge and experiences that allow you to help improve your clients’ products and even their processes. You conduct tests, observations, and analyses to create interfaces that align with users’ goals and expectations. You help interfaces go from good to great and from great to spectacular. On the surface your knowledge is …