We Tried to Warn You

This book was written as a response to the positive and heartening reception to a series of articles published (online and print) on innovative interventions in organizations. The core message of We Tried to Warn You is that every day, micro-failures of communication and their cover-ups can accumulate, and enable a network of decisions that lead to systemic-level failures of organizations. I report on first hand experiences as an organizational participant, and more recently as a design/management consultant, informed by the substantive research published over the years by key authors I have learned from, and cite in the book. I focus emphasis on the knowledge-based practices that enable organizations to sense and make decisions from critical feedback from customers in the field, especially the multidisciplinary field now known as "user experience" (or UX).