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SERVICE DESIGN AND UX TOOLS

This presentation was delivered on the second week of my Ubiquity Lab internship to introduce the development team to different Service Design and UX Tools and Methodologies.

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SERVICE DESIGN AND UX TOOLS

  1. 1. UX METHODOLOGIES & TOOLS
  2. 2. UX IS THE SKELETON UI IS THE FLESH, CLOTHES, MAKEUP
  3. 3. UX IS HOW IT WORKS UI HOW IT FEELS AND LOOKS
  4. 4. STAKEHOLDER INTERVIEWS To understand what stakeholders percieve and expect from the product you are designing and building for them. SCOPE When goals of the project are not well defined, the stakeholder interview technique helps to prioritize the feature and defines the Key Performance Indicators (KPI). BUDGET Low TIME Low
  5. 5. SUGGESTIVE QUESTIONNAIRE TEMPLATE What’s your role with respect to this product? What did you do before this? What is this product or service supposed to be? Who is this product for? What should this project accomplish for the business? What is that one feature in the product that is indispensable according to you?
  6. 6. STORYBOARD TECHNIQUE Storyboarding is a practice in experience design, because of the way it can combine so many disparate elements- such as personas and their behaviours, requirements and solutions. SCRIPTS VISUALS LEARNINGS STORYBOARD DEVELOPMENT It is a sequence of panels roughly illsutrating what the consumer will experience before, during and after using or buying the product you are developing.
  7. 7. At South by South West in 2011, Intuit conducted a game changing seminar discussing how they use hand drawn storyboards throughout their business. They discussed from how everyone from HR to product development use Storyboard. INTUIT Digital Intervention for Bus Service Scope It is a tool used by both the design team and clients together to better grasp the scenarios, different stakeholders, their behavior and expected outcomes. Budget Low Time Low
  8. 8. A relatable snapshot of the target audience that highlights demographics, behaviors, needs and motivations through the creation of a fictional character. Personas make it easier for designers to create empathy with consumers throughout the design process. BUDGET Medium to High TIME Medium to High PERSONA CARDS
  9. 9. PERSONA TYPES MARKETING PERSONAPROTO-PERSONAS DESIGN PERSONAS - Demographic Information - Shopping or buying preferences - Media Habits They ar typically described as a range like 30-45 years old living in USA. They do NOT get the WHY behind the BEHAVIOUR. - Habits - Behaviour No money or time to create true research. They are based on secondary research and the team’s educated guess of who they should be designing for. - User goals - Behavior and the WHYs - Pain points Design Personas are built from Ethnography Research like Shadowing, Environment Immersions, etc. They tell a story and describe why people do what they do. Helps eveyone in the design process to keep the users in mind. PERSONA
  10. 10. ETHNOGRAPHIC METHODS FOR PERSONA CARD SHADOWING AND IMMERSION USER INTERVIEWS Experientia Case Study : SAP EMEA Enactus Case Study : Beads 2.0 Design Researcher accompanies the user and observes how they use the product or service within their natural environment. BUDGET Medium to High TIME High User interviews allows researchers to understand attitudes, beliefs, desires to get a deeper understanding of the users who is going to use your service, product or website. BUDGET Medium TIME Medium METHODS OF PERSONA BUILDING
  11. 11. CUSTOMER JOURNEY MAP Journey of a user by representing the different touchpoints that characterize his interaction with the service BUDGET Low TIME Low Dyslexic Child’s User Journey Map
  12. 12. CALI : User Journey of Business Executives DESIGN INSPIRATION FROM CUSTOMER JOURNEY MAP
  13. 13. WHAT IS A SYSTEM ? Alarm | Bedroom Phone | Bedroom Toothbrush | Bathroom Jam | Kitchen Dining Table | Kitchen Toaster | Kitchen Can mobile phone operate the toaster right from the bathroom ? Can you operate the toaster from the bathroom ? Is it important ?
  14. 14. Tactilis for Student Design Challenge, IxDA 2016 SYSTEM MAPPING The environment mapped keeping the user as the focal point, his interacting objects and interaction space. BUDGET It is used primarily to understand what are the interacting objects and spaces to draw inspiration for the digital product/ service intervention. Low TIME Low
  15. 15. HEURESTIC ENABLING A PERSON TO DISCOVER OR LEARN SOMETHING FOR THEMSELVES
  16. 16. BENCHMARKING UX AUDITUX HEURESTIC ANALYSIS BUDGET Low TIME Low
  17. 17. UX BENCHMARKING ANALYSIS & AUDIT Completion Rates Disasters First Clicks
  18. 18. SITE MAP Sitemaps are a hierarchical diagram showing the structure of a website or application. They can also be used as a reference point for wireframes, functional specifications BUDGET Low TIME Medium A site map of what links from the English Wikipedia's Main Page.
  19. 19. WIREFRAMES A visual guide that represents the skeletal framework of a website or an application. Wireframes can be pencil drawings or sketches on a whiteboard, or they can be produced by means of software applications. BUDGET Medium TIME High
  20. 20. LET’S DESIGN LIKE WE DO GIVE A DAMN

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