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When users say, “maybe for someone else,” what they often mean is, “not for me.” That’s not a finding — it’s a red flag.

As internal CustomGPTs flood the workplace, many go unused: not because they aren’t useful, but because they’re poorly integrated into real workflows. In this post, Elizabeth Benker explores why UI ≠ UX, shares a practical framework for tool adoption, and offers actionable advice to help your AI tools actually get used.

What happens when a laundry service loses sight of its core job — and your favorite pair of pants? A personal story about socks, slacks, and the high cost of ignoring what really matters to your customers.

To build a human-centered design capability, start by hiring strong generalists. Make inroads by building relationships and sharing impact.

A few weeks ago, I caught up with an old friend. Because he also happens to be a product manager, we spent a good portion of our...

This recommendation appeared in my LinkedIn Notifications feed today. And in my case, the suggestion is spot-on. I've been a huge LeVar...

You’ve finally convinced your business sponsor to conduct customer interviews. You’ve cut through the red tape. You’ve secured the right...

This weekend, I received an email from my son’s kindergarten teacher. It described the activities planned to commemorate the children’s...

Leader: “We really need to take our business to the next level. So, today we’re running a brainstorming session to generate new product...

When I was in graduate school, I took a class on usability testing. We read multiple textbooks and articles on the subject. We formed...