This document discusses how user-centered design was used to drive impactful products and services. It describes how VMware Pivotal Labs uses techniques like stakeholder interviews, user interviews, persona creation, prioritization, roadmapping, and design studios to understand user needs and inform the direction of projects. The goal is to start simply, learn through doing, and adapt based on new insights to build solutions that deliver business value. A navigator helps translate business problems into actionable user stories to guide development.