Using Intercepts to Know Your Humans @StephHabif
CDI Founder Workshop Session 2 - Human Centered Design
Apr 15, 2017
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Using Intercepts to Know Your Humans
@StephHabif
Simon Sinek
“We are living in the world of selfies and self-help. There’s an entire section in the bookstore called “self-help” but there is no section labeled “help others.”
We have lost sense of how to take care of each other.”
Simon Sinek
My score My partner’s score
Human-Centered Design
accept ambiguity artifacts behavior changing communicate competence core define
design diagrams embrace emotional empathy experience
experimentation explore failure humanizing innovation iterating language
learning nurturing observe people pivoting problems risk simplifying
sketches strategy thinking tools understanding users
Design Thinking
Design Thinking
Design Thinking
SPRINT
Monday Tuesday Wednesday Thursday Friday
Understand Sketch Decide Prototype Test
Monday Tuesday Wednesday Thursday Friday
Understand Sketch Decide Prototype Test
Monday Tuesday Wednesday Thursday Friday
Understand Sketch Decide Prototype Test
WHY EMPATHY IS IMPORTANT
!!!!
you!want!to!design!something!that!will!be!used!by!people!!!!
to!design!something!that!people!will!use,!it!has!to!fill!a!need!and!fit!into!their!lives!!!
to!design!something!meaningful!you!need!to!understand!their!lives,!their!behavior,!their!beliefs!!!
!!
!!
!!!!
What do we want to know?
Research Q. 1
Who can tell us what we want to know?
Research Q. 2
How will we use the information?
Research Q. 3
To increase your comfort and confidence around connecting with your humans by way of brief intercepts
Purpose
Brandon StantonHumans of New York
Carrie Mathison“Homeland”
Anderson CooperCNN Presidential Democratic Debate
Robin RobertsRed Carpet - Academy Awards
A Brief Intercept:
• a research technique for gathering insights in a short amount of time
• when you observe people in their environment + follow up those observations with a few open-ended questions
• when you figure out how to make a stranger feel comfortable enough to disclose a meaningful story
• can be leveraged at any stage of development.
N = 122
intercepts
focus on
observations, conversations, and stories
to uncover needs
Cardinal Rules
• Meet a clients where s/he is at
• The #1 determinant of a positive outcomes is the client/counselor relationship
• Observe, Listen, Observe, Listen, Observe
Interview Tips
• Keep it Natural
• Be Curious
• Be Respectful
• Explore Tensions
Learn as much as you can about your
partners shoes
Tell me a story about…… Say more about
(topic they bring up in their story)
Why is that important to you
what happened next
Listening
• things important to the speaker
• pain points
• when energy fluctuates
• What comes after the “But”
Learn as much as you can about your
partners shoes
Tell me a story about…… Say more about
(topic they bring up in their story)
Why is that important to you
what happened next
“But….”• “I have no trouble getting up and down the stairs, but
I keep my TV, laptop, smartphone downstairs in case I want to use them.
• “I don’t know who I’m going to vote for, but I think Trump will best at strengthening our economy.”
• “I’m sorry, but I was super sleep deprived and hormonal.”
What do we want to know?
Who can tell us?
How will we use the information?
Research Q’s
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