Designing With Heart

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How to make useful, friendly software for real people.

One of the things I love about making software is that it’s a deeply mental exercise, chock full of heady processes, abstractions, and interconnected pathways.

You can fill your brain with the practical nuts and bolts side of it—research, strategy, prototyping, programming, UI, operations, and more. Lots more.

And if that’s not enough? Indulge yourself in metrics and performance. Every last detail can be tested, quantified and optimized to the fullest. Get high on KPIs and keep your eyes on your ROI!

The problem is…with so much to think about, and so many logistics to obsess over, it’s easy to forget the reason you’re doing any of this in the first place

When we redesigned our site last year, we followed a lot of this similar advice, and with the redesign of our account area, we're following the same line of thinking, keeping things in a way to make it easier to help people and get them the information they need when they need it.