July 31, 2014
Designing With the Mind in Mind is an excellent book which talks about some of the psychological reasons behind certain design choices. It gave me a lot of insight when doing interactive design. Content Strategy for the Web was an exceptionally helpful book, especially when working with clients to encourage them to take content seriously. Steve Krug's Don't Make me Think is a classic and has been a favorite of mine to hand to people new to interaction design. I find it to be extremely accessible and a great foundation for further study.
Working in Customer Support relies on many of the same principles as UX. You have to really know your users, their goals, and theil motivations.
Nice pens and copious whiteboards. It helps to really get ideas out of my head when trying to organize the information I have.
Pat East is a Customer Support Team Lead working for Pixo who has an interest in everything that users see and interact with.