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Lean UX
User experience (UX) design has traditionally been a deliverables-based practice, with wireframes, site maps, flow diagrams, and mockups. But in today’s web-driven reality, orchestrating the entire design from the get-go no longer works. This hands-on book demonstrates Lean UX, a deeply collaborative and cross-functional process that lets you strip away heavy deliverables in favor of building shared understanding with the rest of the product team. Lean UX is the evolution of product design; refined through the real-world experiences of companies large and small, these practices and principles help you maintain daily, continuous engagement with your teammates, rather than work in isolation....
Educating Caroline
With The Princess Diaries author Meg Cabot’s sparkling wit, this Victorian romance follows a young woman looking for lessons in love—now with a stunning new cover. Lady Caroline Linford is horrified to discover her fiancé, the Marquis of Winchilsea, in the arms of another woman. Unfortunately, the rest of Victorian society doesn’t seem to understand the betrayal. Such extracurriculars are par for the course—society believes there is certainly no reason for Caroline to cancel their imminent wedding. But Caroline is determined to make sure that the man she is to marry will desire only her, so she enlists the best teacher in the art of romance: London’s most notorious rake, Braden Granville. As their passionate tutelage begins, sparks fly and the lines between teacher and student get increasingly blurred. Now there is just one last lesson to learn: on the subject of true love, the heart chooses its own unpredictable ways.
Service Profit Chain
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry M...
Trauma, Truth and Reconciliation
People do great wrongs to each other all the time, sometimes deliberately, sometimes accidentally. Many within the fields of mental health are centrally involved in helping people to heal from traumatic events and to come to terms with wrongs done to them by others. However, there is surprisingly little in the way of guidance, few texts that situate healing from trauma or evildoing within a combined political and philosophical context. This book looks at how people, communities, and nations can address great wrongs and how they can heal from them - taking into consideration how differences in cultures, histories, and group expectations affect the possibilities for healing. The book examines ...
