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TRANSCRIPT
CHEPPERS UX WORKSHOP
cheppers.comTatiana Sívó, UX/UI DesignerTamás Gergócs, Design Lead Budapest Design Week 2016
Experience Design
Every man-made thing creates a human outcome through its usage: every pen, every sandwich, every pair of shoes, every web page, every call-centre script…everything.
MINDEN
FOR PEOPLE WITH ♡
an unresolved tension between the needs of the maker and the needs of the user
Experience Design -
a method by which we can improve the quality of the outcome for the user while working within resource constraints.
Experience Design:“A design practice focused on human outcomes, in particular the level of engagement and satisfaction that the user derives from a product or service and the relevance of the experience to their needs and context.”
EXPERIENCE INFLUENCES MEMORY. MEMORY GUIDES FUTURE ACTION.
TWO SELVES BY DANIEL KAHNEMAN
So, Experience Design offers a way to influence outcomes within the moment of usage, but it also influences people’s memories and perceptions after use.
Result
TWO FOUNDATIONS OF EXPERIENCE DESIGN
FIRST
understanding what customers want
SECOND
applying the gained knowledge of the customer into the design process
TO REDUCE THE AMOUNT OF GUESS-WORK IN DESIGN
LESS GUESS-WORK LESS RISK & NEW CREATIVE POSSIBILITIES
SMART CITYNEW KIND OF RESIDENTIAL EXPERIENCE
MUNICIPAL OPERATIONS AND IMPROVEMENT OF THE QUALITY OF LIFE FOR RESIDENTS. QUICK INNOVATION BY CONNECTING PEOPLE, PROCESSES, DATA AND OTHER THINGS
SMART CITYInfrastructure & Technology
Energy, Water & WasteMobility
Circular CityGovernance & Education
Citizens & Living
EMPATHY:HOW CAN WE UNDERSTAND THE USER?
WHAT IS EMPATHY?
when you can feel what another person is feeling
the foundation of a humancentered design process
by deeply understanding people we are better able to design for them
EMPATHY IS A STORIESIMMERSEExperience what your user experiences.
OBSERVEView users and their behavior in the context of their lives.
ENGAGEInteract with and interview users through both scheduled and short ‘intercept’ encounters.
OBSERVE
WHAT is this person (or persons) doing?
HOW are they doing it? Pretend you are describing the picture to someone not looking at it.
WHY are they doing it this way? Take a guess. Start to form a story.
WHAT•HOW•WHY
ENGAGE
Have a conversation.
Be human.Seek stories.Talk about feelings.
HOW TO INTERVIEW?
SEEK STORIES
‘Tell me about the last time you ______.’
1Tell me about an experience you’ve had with _____’
HOW TO INTERVIEW?
TALK ABOUT FEELINGS
‘How did you feel when [x] happened?’
‘What were you feeling at that point?’
ALWAYS FOLLOW-UP WITH ‘WHY?’
LET’S TALK
THROUGH OBSERVATION AND INTERVIEWS, WE CAN BUILD A PICTURE OF OUR USERS’ MOTIVATIONS BASED ON WHAT THEY SAY, DO, THINK, AND FEEL.
EMPATHY MAP
DEFINE:PROBLEM
POV - Point of View Madlibs
is a concise problem statement which reframes the challenge
launchpad for developing meaningful solutions to a design challenge
guiding and grounding force as you develop your solution
POV Madlibs
POV Madlibs
[USER] needs to [USER’S NEED] because [SURPRISING INSIGHT]
A pensioner needs security.
BAD
GOOD
An energetic and active pensioner wants to feel the financial security, because their biggest fear is to become a burdain for their children.
IDEATE:TURN PROBLEMS INTO OPPORTUNITIES
‘HOW MIGHT WE’ QUESTIONS
Turn problem into opportunities for design
human-centered
speak to real need
allows for meaningful brainstorming
- too narrow- too broad
NOT
HOW MIGHT WE QUESTIONS
DESIGN A STORY
STORYTELLING
We will start from the character with the goal in the particular context and walk him through the inciting moment, struggles and crisis, to the final changed state.
ACTION → CONFLICT → TRANSFORMATION
ACTION: What is the character trying to do? What are the actions she is taking to achieve it?
CONFLICT: What is in her way? What questions linger beneath the surface?
TRANSFORMATION: What is the big INSIGHT? How do the action and conflict resolve?
STORYTELLING
SHARE YOUR SOLUTION AND GET FEEDBACK
GET FEEDBACK+ What worked… - What could be improved...
? Questions… ! Ideas…
THANK YOUQUESTIONS?