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 property in which the physical characteristics of an object or environment influence its function. The term affordance was created by psychologist James J. Gibson, his best-known definition is taken from his seminal 1979 book, The Ecological Appro...

A persona in user-centered design and marketing is a fictional character created to represent a user type that might use a site, brand, or product in a similar way. Marketers may use personas together with market segmentation, where the qualitative p...

Objects and environments should be designed to be usable, without modification, by as many people as possible. The principle of accessibility asserts that designs should be usable by people of diverse abilities, without special adaptation or modific...

Generative research is a more focused effort targeted at a deeper understanding of user needs and desires, and concept development through participatory design activities. Evaluative research combines more established methods to test emerging design ...

This is used to document observable human activities and personal characteristics, interactions, time spent at fixed locations or in transit, and details of environmental context. A sketch map or architectural floor plan is used as the underla...

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...