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b'When we think of \\u201cusers\\u201d we often confine their identities to how they\\u2019re interacting with our products and services. But how might we understand their mental models of the world and how those behaviors translate into the experiences we deliver? In this session, we\\u2019ll explore ethnographic and visual methods for continuous research, the role of language and metaphors in survey design, and actionable strategies to develop meaningful, adaptable products.'