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Capturing the day-to-day context in which people engage with your product or service

  • This captures what customers do, think, and use as they set out to achieve a goal that involves your product or service.
  • It provides a framework that design teams can use to isolate specific moments of delight, apathy, or frustration before, during, and after an experience.
  • Individual moments can be transformed into sources of design team inspiration, from which opportunities for innovation can be identified.
  • Qualitative data from interviews and directed storytelling reflects people’s social, environmental, and financial realities, underlying beliefs, values, and desires.
  • Experience audits can help researchers isolate the areas where they may need to conduct more research as well as any gaps in the service or product offering.
  • To keep up with changing social, economic, and technical factors, the audit should be repeated to assess experience with your product over time.

More Readings,

Gauging first-impression emotional responses to product and service designs This explores the affective response that different designs elicit from people based on first impressions. Using index cards with positive, neutral, and negative ad...

Using web-based tools to reveal statistically relevant data for usability enhancements Enables design teams to leverage web-based tools to collect statistically significant information about what people are doing on your website or web application. ...

Usability Testing refers to evaluating a product or service by testing it with representative users. Typically, during a test, participants will try to complete typical tasks while observers watch, listen and takes notes.  The goal is to identify an...

A storyboard is a graphic organizer in the form of illustrations or images displayed in sequence for the purpose of pre-visualizing a motion picture, animation, motion graphic, user interactions,  or interactive media sequence. A visual nar...

Contextual inquiry is a semi-structured interview method to obtain information about the context of use, where users are first asked a set of standard questions and then observed and questioned while they work in their own environments. Four pri...

Think-aloud (or thinking aloud) protocol (also talk-aloud protocol) is a protocol used to gather data in usability testing in product design and development, in psychology and a range of social sciences (e.g., reading, writing, translation research, ...

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