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,

A tendency to see objects and patterns as three-dimensional when certain visual cues are present. People have evolved to see things as three-dimensional whenever possible — even when things are clearly not three-dimensional. The following visu...

Cultural probes (or design probes) is a technique used to inspire ideas in a design process. It serves as a means of gathering inspirational data about people's lives, values, and thoughts. Use materials such as postcards, journals, cameras, tex...

Design ethnography is ethnographic qualitative research set within a design context. It delivers results that inform and inspire design processes, for instance service design processes. It offers reference material about people's everyday life; thei...

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...

GOMS is a model of human performance and it can be used to improve human-computer interaction efficiency by eliminating useless or unnecessary interactions. GOMS is an abbreviation from: G → Goals O → Operators M → Methods S → Selection ...

A tendency to find forms that appear humanoid or exhibit humanlike characteristics appealing. In 1915, worried that their straight-sided bottle could be easily confused with those of imitators, the Coca-Cola company set out to create a distinctive n...