Avinash Kaushik’s 4 step journey to business glory
1. Find the most critical experiences in your digital existence.
2. Try them yourself as if you were the actual user.
3. Cry.
4. Now that you have the why, use the what to highlight the importance of improving the experience.
Via: http://www.kaushik.net/avinash/profitable-user-centric-design-powered-by-you/