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Хорошая обзорная книга по теме! Даёт базовые понятия и понимание того, куда копать дальше.
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The premise of a user journey map is that a user has a series of goals she’s trying to achieve when encountering an organization and its products. Stepping back from existing or planned products, what are these goals? And what is their sequence?
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Heuristic evaluation is a usability research method in which professional evaluators review a product to determine how well it complies with generally accepted user interface design principles
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A competitor-driven analysis compares the similarities and differences of your organization and your competitors. As Brown points out, competitor-driven analysis is effective at informing strategy broadly and at comparing specific features and design solutions