In February 2006, I conducted in-home website usability testing for Starbucks in Seattle, Chicago and New York City, the latter for one of their biggest blizzards ever. I climbed through snow to arrive at people’s homes with a warm smile and coffee. I learned so much more by being in people’s actual environments, interacting with all the layers of personal culture demanding their attention. Fortunately, I am often able to put people at ease with my demeanor, tone of voice and body language. It has helped me immensely in a career of needing to authentically understand and connect with individuals.