Page 1
Human Factors International, Inc. User Experience for a Better World
© 2010 Human Factors International, Inc. All rights reserved.
Innovative Solutions – What Designers Need to Know for Today’s Emerging Markets
27th,August 2011
Bengaluru
Apala Lahiri Chavan
Chief Oracle and Innovator
Human Factors International
Page 2
© 2010 Human Factors International, Inc. All rights reserved. 2
Pioneering User Experience strategy, research, and design since 1981
Largest User Experience company in the world
Local proximity, global reach…
Human Factors International
Page 3
© 2010 Human Factors International, Inc. All rights reserved. 3
Attention
Decision§ Emotion
§ Motivation
§ Arousal
§ Unconscious Learning
Human Centered Design
Page 4
© 2010 Human Factors International, Inc. All rights reserved. 4
The HFI Framework™ Version 6.0 Innovation and User-Experience Design
Page 5
© 2010 Human Factors International, Inc. All rights reserved. 5
Page 6
© 2010 Human Factors International, Inc. All rights reserved. 6
This is a journey
"through the
looking glass" of
different world
views, different
realities, and
different
conventions.
Page 7
© 2010 Human Factors International, Inc. All rights reserved. 7
Page 8
© 2010 Human Factors International, Inc. All rights reserved. 8
Another Culture But The Same Design?
We already know that the usual ways of designing and
introducing a product or a service may not
work anymore in the newly opened markets. Not
only do the cultural differences play a major role in what, how, and
why customers behave the way they do, but the existing
technologies, distribution channels, people’s
wants and needs become new elements to consider.
Page 9
© 2010 Human Factors International, Inc. All rights reserved. 9
The Three Myths About Emerging Markets!
Page 10
© 2010 Human Factors International, Inc. All rights reserved. 10
Page 11
© 2010 Human Factors International, Inc. All rights reserved. 11
Emerging markets are nations with social or business
activity in the process of rapid growth and
industrialisation.
- Wikipedia
According to The Economist, many people find the term outdated,
but no new term has yet to gain much traction. Emerging market
hedge fund capital reached a record new level in the first quarter of
2011 of $121 billion.
"regions of the world that are experiencing rapid
informationalization under conditions of limited or partial
industrialization." - Emerging Market Report, 2008
Emphasizing the fluid nature of the category, political
scientist Ian Bremmer defines an emerging market as “a
country where politics matters at least as much as
economics to the markets.”
It appears that emerging markets lie at the intersection
of non-traditional user behavior, the rise of new user
groups and community adoption of products and
services, and innovations in product technologies and
platforms.
-Emerging Market Report, 2008
Page 12
© 2010 Human Factors International, Inc. All rights reserved. 12
The Themes
1. Culture
2. People
3. Technology
4. Transition
Page 13
© 2010 Human Factors International, Inc. All rights reserved. 13
Culture
Page 14
© 2010 Human Factors International, Inc. All rights reserved. 14
Who Exactly are the Emerging Markets?
Page 15
© 2010 Human Factors International, Inc. All rights reserved. 15
Culturally Speaking…
Page 16
© 2010 Human Factors International, Inc. All rights reserved. 16
India -
China -
USA -
The 3 charts below and on the next slide
present the position of each of the three
countries with respect to each cultural
dimension. This is based on our own research.
Interestingly, we found a lot of difference
between what we saw and what we had read
with respect to secondary research data
regarding these countries and there position
on these dimensions..
The Story of a Pair of Non Identical Twins
Page 17
© 2010 Human Factors International, Inc. All rights reserved. 17
India -
China -
USA -
The Story of a Pair of Non Identical Twins
Page 18
© 2010 Human Factors International, Inc. All rights reserved. 18
Genre of Methods
Page 19
© 2010 Human Factors International, Inc. All rights reserved. 19
Culturally Speaking…
Page 20
© 2010 Human Factors International, Inc. All rights reserved. 20
People
Page 21
© 2010 Human Factors International, Inc. All rights reserved. 21
Demographically Speaking…
Page 22
© 2010 Human Factors International, Inc. All rights reserved. 22
Older or Younger?
Page 23
© 2010 Human Factors International, Inc. All rights reserved. 23
Viewing the Population - China
Page 24
© 2010 Human Factors International, Inc. All rights reserved. 24
Viewing the Population - Brazil
Page 25
© 2010 Human Factors International, Inc. All rights reserved. 25
Viewing the Population - India
Page 26
© 2010 Human Factors International, Inc. All rights reserved. 26
Viewing the Population - India
Page 27
© 2010 Human Factors International, Inc. All rights reserved. 27
Technology
Page 28
© 2010 Human Factors International, Inc. All rights reserved. 28
Technologically Speaking…
Technology adoption and usage has sometimes been unexpectedly much ahead of
mature/developed markets. The ubiquitous rise and rise of the cell phone is a prime
example.
Technology has, like the cell phone, often become the great equalizer in these , often
unequal and hierarchical economies.
The population in these countries are eager to adopt and use technology in spite of some
obvious disadvantages like illiteracy and very low income levels.
What is happening in Asia is a "re-imaging" of the role of the mobile - Dr. Genevieve Bell.
Page 29
© 2010 Human Factors International, Inc. All rights reserved. 29
Technologically Speaking…
Page 30
© 2010 Human Factors International, Inc. All rights reserved. 30
Transition
Page 31
© 2010 Human Factors International, Inc. All rights reserved. 31
The profile of the typical global consumer
will be very different very soon!
Individually poor BUT collectively rich
VERSUS Individually rich AND collectively
rich.
A Common Thread
Page 32
© 2010 Human Factors International, Inc. All rights reserved. 32
Another Culture But The Same Design?
Designing for Emerging Markets
Page 33
© 2010 Human Factors International, Inc. All rights reserved. 33
A Cautionary Tale!
Page 34
© 2010 Human Factors International, Inc. All rights reserved. 34
34DNA of ‘this as well as that’
“Societies change around their DNA. And plurality or „this as well as that‟ is the DNA of indian society.
The concept of avatars creates many dramatically different manifestations of the same god.
The bloodthirsty kali, the patient wife parvati and the strong ten armed durga are all but different forms of
the same divine feminine power.” Bijapurkar
Page 35
© 2010 Human Factors International, Inc. All rights reserved. 35
Role of User Research
Page 36
© 2010 Human Factors International, Inc. All rights reserved. 36
In China
Page 37
© 2010 Human Factors International, Inc. All rights reserved. 37
Role of User Research
Page 38
© 2010 Human Factors International, Inc. All rights reserved. 38
Role of User Research
Page 39
© 2010 Human Factors International, Inc. All rights reserved. 39
In Africa
Page 40
© 2010 Human Factors International, Inc. All rights reserved. 40
Page 41
© 2010 Human Factors International, Inc. All rights reserved. 41
Page 42
© 2010 Human Factors International, Inc. All rights reserved. 42
In India
Page 43
© 2010 Human Factors International, Inc. All rights reserved. 43
Role of User Research
Page 44
© 2010 Human Factors International, Inc. All rights reserved. 44
Environment
Page 45
© 2010 Human Factors International, Inc. All rights reserved. 45
Environment
Page 46
© 2010 Human Factors International, Inc. All rights reserved. 46
Environment
Page 47
© 2010 Human Factors International, Inc. All rights reserved. 47
The Ecosystem View
Page 48
© 2010 Human Factors International, Inc. All rights reserved. 48
The Ecosystem View
Personal friends
Car Club
Business
contact
Relatives
Consumers
Internet forums
Restaurants
Pubs
Cafes
Shopping
Parks
Work
Kids activity
Grocery
Maid
Page 49
© 2010 Human Factors International, Inc. All rights reserved. 49
1. Discovering an Entire New Segment of Users
2. Advising against entering a new market
3. Advising relook at strategy for a specific
segment.
Page 50
© 2010 Human Factors International, Inc. All rights reserved. 504-50
From Trendwatching
Page 51
© 2010 Human Factors International, Inc. All rights reserved. 514-51
From Trendwatching
Page 52
© 2010 Human Factors International, Inc. All rights reserved. 52
Page 53
© 2010 Human Factors International, Inc. All rights reserved. 53
Research Methods
Page 54
© 2010 Human Factors International, Inc. All rights reserved. 54
The Research Method Makes All the Difference
Page 55
© 2010 Human Factors International, Inc. All rights reserved. 55
The Research Method Makes All the Difference
Page 56
© 2010 Human Factors International, Inc. All rights reserved. 56
Vuja De and Culture Strain
Vuja de
Vuja de happens when you enter a situation you've been in a
thousand times before, but with the sense of being there for the
first time.
Cultural Ideal versus Cultural Practice
The places where the tensions are strongest between those two things are
the most interesting. They're also often places where technologies are very
successful.
Page 57
© 2010 Human Factors International, Inc. All rights reserved. 57
57Culture specific methods
Bollywood Technique
Jungian Archetype Probe
Emotion Ticket
Funky Facilitator
Bizarre Bazaar
The Genie Box
The Semantic Dial
Page 58
© 2010 Human Factors International, Inc. All rights reserved. 58
Page 59
© 2010 Human Factors International, Inc. All rights reserved. 59
Rasas are the essence of our emotions
that exist both in the body and the mind.
The central objective of classical Indian
art and drama is to create rasa in the
spectators, in order to communicate or
suggest a kind of knowledge that cannot
be clearly expressed in words.
Classical Indian art will try to cover all
rasas found in life, but will focus on the
most desirable rasas.
Less agreeable rasas may also enter
Indian art, but mostly to create the
contrast that makes the agreeable rasas
even more powerful.
Delving into ‘Rasa’s [Emotion]:Inspiration from the Structure of Indian Esthetics, Art Forms & Poetics
Page 60
© 2010 Human Factors International, Inc. All rights reserved. 60
This culture probe was designed as a set of cinema ‘Emotion tickets’, carrying the Bollywood theme forward.
•These tickets were categorized to express the nine ‘rasas’or emotions used extensively in Indian performing arts.
•These ‘rasas’ were surprise,happiness, anger, loathing, courage, desire,disgust/despair, mirth, pity
•Each ‘rasa’ was expressed through images and dialogues from Bollywood films.
•Users were expected to articulate their feelings when interacting/using any financial service and/or technology, by recording it using the appropriate rasa.
Delving into ‘Rasa’s [Emotion]:Inspiration from the Structure of Indian Esthetics, Art Forms & Poetics
Page 61
© 2010 Human Factors International, Inc. All rights reserved. 61
This method has been designed to make use of archetype folk characters
rooted in the Chinese culture and to have users transfer those archetypal
characteristics to other contexts.
The method entails using little pewter statues of characters from Chinese folk
tales. These characters are very well known amongst the Chinese
population.
Exploring archetypal associations in a „playful‟ and projective mode helps
elicit unfiltered and deep responses from normally „formal‟ and „not free with
strangers‟ Chinese users.
Jungian Archetype Folk Probes
Page 62
© 2010 Human Factors International, Inc. All rights reserved. 62
The Bollywood Method
During the user testing the users were
subjected to dramatized scenarios rather
than a simple statement of the task.
The idea was to help users get over the
problem of articulating what they are
thinking when doing the tasks.
It is usually very difficult for Indian users
to „talk aloud‟ when doing a task during
usability testing. Immersing them via a
scenario seems to help take attention
away from the „seriousness‟ of the task.
It was also noticed that using metaphors
from cricket (such as the analogy of the
very popular cricket commentators who
provide running commentary of the
game) and Indian commercial films
further helped the process of articulation
Page 63
Thank You…
[email protected]
Thank You…
Human Factors International, Inc. User Experience for a Better World