Cheppers ux workshop designhet copy€¦ · human outcome through its usage: every pen, every sandwich, every pair ... are better able to design for them. EMPATHY IS A STORIES IMMERSE

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?