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,

Interaction personas focus instead on the touchpoints and the user’s mental state and the context in these specific moments, pinpointing crucial elements that could help to improve the product. It’s a very effective way to explore the possibil...

The use of a weak element that will fail in order to protect other elements in the system from damage. a chain is only as strong as its weakest link This suggests that the weakest link in a chain is also the least valuable and most expendable lin...

Diary studies are a form of longitudinal research(research that takes place over a long period of time with the same participants). Typically, users self-report their activities at regular intervals to create a log of their activities, thoughts, and ...

The User-centered design (UCD) process outlines the phases throughout a design and development life-cycle all while focusing on gaining a deep understanding of who will be using the product. The international standard 13407  is the basis for many U...

Anthropomorphic forms are appealing when they are dissimilar or identical to humans, but unappealing when they are very similar to humans. Anthropomorphic forms are generally appealing to humans. However, when a form is very close but not identical ...

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...