what i do
Getting to know users however possible: observations, surveys, interviews... NOTE: I don't actually use binoculars. That would be creepy.
Wireframes, user flows, customer journey maps...let's make the product better! How? Iterate, iterate, iterate.
From paper to animated simulations, my favorite way to test out a real experience with the design is to make a prototype!
How do I know if my design actually made things better? Watching people struggle with poorly-designed technology is painful but enlightening.