In each project I seek to become master of my users’ domain, to walk a mile in their shoes. How I do it:

• UserTesting.com is great. I wrote my own version of the same functionality, before it rose to prominence. It has its limitations but is convenient for “everything in one place.”

• Surveys – Survey Monkey, WordPress polls, questionnaires in Newsletter/email blasts.

• Interviews, Expert Panels & Focus groups.

• Market research (analysis of the competition’s methods & metrics)

• Usability testing, A/B testing – Wireframes or high fidelity.

CHECK OUT SOME SAMPLE PROJECTS:

• 
  Listening to Listeners
• 
  Heuristic Evaluation, en Masse
• 
  Google Analytics for Happy Web Visitors
• 
  Grouping Users for Better Design
• 
  User Experience Short Stories
• 
  Reading the Fingerprints of Change