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CHEPPERS UX WORKSHOP
cheppers.comTatiana Sívó, UX/UI DesignerTamás Gergócs, Design Lead Budapest Design Week 2016
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Experience Design
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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
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FOR PEOPLE WITH ♡
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an unresolved tension between the needs of the maker and the needs of the user
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Experience Design -
a method by which we can improve the quality of the outcome for the user while working within resource constraints.
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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.”
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EXPERIENCE INFLUENCES MEMORY. MEMORY GUIDES FUTURE ACTION.
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TWO SELVES BY DANIEL KAHNEMAN
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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.
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Result
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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
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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
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SMART CITYInfrastructure & Technology
Energy, Water & WasteMobility
Circular CityGovernance & Education
Citizens & Living
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EMPATHY:HOW CAN WE UNDERSTAND THE USER?
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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
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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.
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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
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ENGAGE
Have a conversation.
Be human.Seek stories.Talk about feelings.
HOW TO INTERVIEW?
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SEEK STORIES
‘Tell me about the last time you ______.’
1Tell me about an experience you’ve had with _____’
HOW TO INTERVIEW?
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TALK ABOUT FEELINGS
‘How did you feel when [x] happened?’
‘What were you feeling at that point?’
ALWAYS FOLLOW-UP WITH ‘WHY?’
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LET’S TALK
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THROUGH OBSERVATION AND INTERVIEWS, WE CAN BUILD A PICTURE OF OUR USERS’ MOTIVATIONS BASED ON WHAT THEY SAY, DO, THINK, AND FEEL.
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EMPATHY MAP
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DEFINE:PROBLEM
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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
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POV Madlibs
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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.
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IDEATE:TURN PROBLEMS INTO OPPORTUNITIES
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‘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
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HOW MIGHT WE QUESTIONS
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DESIGN A STORY
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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?
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STORYTELLING
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SHARE YOUR SOLUTION AND GET FEEDBACK
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GET FEEDBACK+ What worked… - What could be improved...
? Questions… ! Ideas…
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THANK YOUQUESTIONS?