The Experience Stack
Given that last quote, I will say that one of the things we do, in consultancy, is carry props. So we have wooden phones, laser cut MDF, so we can stick post-it notes to them to simulate screens and pass them around. You automatically get a better understanding by doing this, as simplistic as it is.
We use the dogma to point us in the right direction, and then trying things out to do the actual work.
By the way, apologies for “you-ser” spelt like that. The quote implies that you should spend a whole load of time psychoanalysing your own behaviour whenever you pick something up, press a button, or use a website. And i was planning to use this terrible pun “you-ser”, but by the time i decided not to there wasn’t enough time to find something proper for “y”. Perhaps it’s best we just gloss over it.