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User experience doesn't happen on a screen: It happens in the mind.

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User experience is a vital component of mission-critical projects. The vast majority of experience is digital. We spend insane amounts of time and money designing UX for websites, apps and products to impress users. But the truth is UX isn’t a singular experience we can define. And it doesn’t happen on a screen – it happens in the mind. More specifically, the six minds.

Discover how UX is truly a collection of experiences occurring across six brain concentrations, each with their own processing styles and ideal states. And how, using psychological principles, you can uncover the conscious and subconscious needs of these six minds to appeal to users on cognitive and emotional levels.

Published in: Design, Marketing
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User experience doesn't happen on a screen: It happens in the mind.

  1. UX doesn’t happen on a screen, 
 it’s in the mind Psychology + User Experience + InnovationBrilliant Experience John Whalen, PhD Founder & CEO, Brilliant Experience
  2. About John PhD Cognitive Science Johns Hopkins University Cognitive Neuroscience Vision Science Linguistics John Whalen, PhD CEO, UX Lead Post Doc. at UCLA during dot.com boom Professor in Psychology 
 University of Delaware Founder, UX Lead Brilliant Experience User Insights Digital Strategy User Experience
  3. Brilliant Experience Psychology + User Experience + Innovation
  4. What is user experience?
  5. A responsive design?
  6. What is User Experience? The look and feel?
  7. What is User Experience? The interaction design?
  8. NO UX doesn’t happen on a screen.
  9. UX doesn’t happen on a screen, it happens in the mind. #sixminds #sxsw #bebrilliant
  10. UX is multi-dimensional and multi-sensory. #sixminds #sxsw #bebrilliant
  11. Introducing the Six Minds
  12. Vision / Attention
  13. Wayfinding Vision / Attention
  14. Wayfinding Vision / Attention Memory
  15. Language Wayfinding Vision / Attention Memory
  16. Language Wayfinding Vision / Attention MemoryEmotion
  17. Language Wayfinding Vision / Attention MemoryEmotion Decision Making
  18. That is great John, but how do you use the six minds to…
  19. a digital user experience? design select uncover determine evaluate agree on
  20. Designing for the Six Minds
  21. 1. Vision / Attention
  22. 1. Seeking action near citation.
  23. 2. Grey box not drawing attention and no affordance.
  24. 3. Anticipating inline action.
  25. + Add to Library Captured ‣ Natural eye flow ‣ Words / symbols they are looking for (regardless of what they said) Design Impact ‣ Put action where item sought (with attention drawing button) with right words.
  26. Discover what the eyes seek and where. #sixminds #sxsw #bebrilliant Vision / Attention
  27. 2. Wayfinding
  28. Captured ‣ Understanding of virtual space. ‣ How interface space is navigated. ‣ What surprises and delights. Design Impact ‣ Timing of feedback with micro interactions critical. ‣ Discoverability of invisible interface (voice) challenge.
  29. Match their perception of space and interactions #sixminds #sxsw #bebrilliant Wayfinding
  30. 3. Memory
  31. Memory: Observation Process 1. Ask questions that uncover expectations: 
 
 “What’s about to happen?” 2. Use transcripts, behaviors and inference to determine mental models
  32. K Luxury RoyalTreatment Willi Wha Flya DefineLuxury LimoatMassagShoeShin BestRestaur Everyoneatat ExoticFoods Pam pered First Class C Elite Status Love i Lov F Aspire to do/g Vacation Life Style B SLK Non-Travel rossfit unteer riathlon ymphony Opera with Friends Movies Brands Virgin Am erica Ritz M arriott M andarin Shangri-La Mercedes manMarcuserigammo Services keeper rdiner actor Lazy,SleepIn
  33. Figure 1: Cuisinart Corporate Store Figure 2: Cuisinart Web Store What the…?
  34. Captured ‣ Words used ‣ Semantic relationships ‣ Mental models Design Impact ‣ Understanding and activating the right mental model will build trust and reduce the need for instructions. Kelly Luxury Royal Treatment Willin What Fly aw DefineLuxury Limo at AMassageShoe Shine Best Restaura Everyone at a tou Exotic Foods Pam pered FirstC EliteStatus L Aspireto Cards&Money Vacatio SpendO 90% CardUse C World View M ostIm portant Health W ork-Life B Relaxing on Vac PeaceofMind Successful LuckytoHaveJob HavePieceofMind Fortunate+HardWorking BePromoted AffordHome ImproveHealth Made It Financial Goals Two Homes, Rentals No Worrying About Bills Work-Life Balance Charities Child Cancer Meals on Wheels SF Symphony Parkinson's 5-YearG oals Vacation House International Travel Retirem entSavings New Car New Home LifeStyle Travel Palm SpringsLasVegaseCountry Cars tyG25 udiA4 Class BSLK Non-Travel rossfit unteer riathlon ymphony Opera withFriends Movies Brands Virgin Am erica Ritz M arriott M andarin Shangri-La Mercedes anMarcus rigammo Services keeper rdiner actor Lazy,SleepIn
  35. #sixminds #sxsw #bebrilliant Activate and harness their mental models. Kelly Luxury RoyalTreatment Willingtopaymore WhatyouwantwheneverFlyawayatwhim DefineLuxury LimoatAirport MassageShoeShine BestRestaurants Everyoneatatouchofabutton ExoticFoods Pam pered First Class Cabin Elite Status Love it. Easy to get spo Love it Feel special Well treated Aspire to do/get Travel around Surfing Seaboard C Cards & Money Vacation Spend On Tennis Cross Fit Home Impro Clothing Eating Out90% Card Use DiscoverUnited Club Card Amazon VISA CostCo AMEX 5% Cash WorldView M ostIm portant Health & Fam ily W ork-Life Balance Relaxing on Vacation PeaceofMind Successful LuckytoHaveJob HavePieceofMind Fortunate+HardW BePromoted AffordHome ImproveHealth MadeIt inancialGoals omes,Rentals yingAboutBills ork-LifeBalance Charities ChildCancer MealsonWheels SFSymphony Parkinson's 5-Year G oals Vacation House InternationalTravel Retirem ent Savings New Car New Home Life Style Travel Palm SpringsLas VegasWine Country Cars Infinity G25 Audi A4 MB C-Class MB SLK Non-Travel Crossfit Volunteer Triathlon Symphony Opera Dinner with Friends Movies Brands Virgin Am erica Ritz M arriott M andarin Shangri-La Mercedes NeimanMarcusFerigammo Services Housekeeper Gardiner Contractor Lazy,SleepIn Memory
  36. 4. Emotion
  37. Emotion
  38. Example Observational Process 1. Which credit cards to you use today? 2. Which is your favorite? 3. What is your weekend like? 4. How do you like to vacation? 5. What are your goals for the next 3 years? 6. What is most important to you? 7. What worries/excites you the most about the future? 8. What do you aspire to in life?
  39. Prepare for 1. Tears 2. Hugs
  40. What we look for: What will draw them in immediately? What will provide lasting meaning and value? What touches on their deepest goals and wishes?
  41. Uncover what appeals, enhances and awakens. #sixminds #sxsw #bebrilliant Emotion
  42. 5. Language
  43. Language: Observational Process 1. Record interviews, analyze transcripts for word usage ‣ How do words/ideas vary by group (e.g., novice/expert) 2. Probe for detailed meaning of terms
  44. Learn their lexicon. #sixminds #sxsw #bebrilliant Language
  45. 6. Decision Making
  46. Observational Process 1. What is the flow of their decision making?
 2. What do they need to know when?
 3. Infer: What do they think the “problem space” is? Is that really it?
  47. Augment their micro decisions. #sixminds #sxsw #bebrilliant Decision Making
  48. Real-World Application
  49. Lean / Design Thinking Process INTELLIGENCE ‣ Landscape Session ‣ Research Review ‣ Site Review ‣ Competitor Review ‣ Stakeholder Interviews Formalized Questions
  50. Lean / Design Thinking Process INTELLIGENCE INSIGHTS ‣ Landscape Session ‣ Research Review ‣ Site Review ‣ Competitor Review ‣ Stakeholder Interviews ‣ 1-on-1 IDIs in Situ ‣ Synthesis ‣ Persona Creation ‣ Journey Mapping ‣ Opportunity Mapping Formalized Questions Insights & Opportunities
  51. Lean / Design Thinking Process INTELLIGENCE INSIGHTS IDEATION ‣ Landscape Session ‣ Research Review ‣ Site Review ‣ Competitor Review ‣ Stakeholder Interviews ‣ 1-on-1 IDIs in Situ ‣ Synthesis ‣ Persona Creation ‣ Journey Mapping ‣ Opportunity Mapping ‣ Strategy Session ‣ Design Sprints ‣ Sketching ‣ Prototype Creation Formalized Questions Insights & Opportunities Conceptual Directions
  52. Lean / Design Thinking Process INTELLIGENCE INSIGHTS IDEATION VALIDATION ‣ Landscape Session ‣ Research Review ‣ Site Review ‣ Competitor Review ‣ Stakeholder Interviews ‣ 1-on-1 IDIs in Situ ‣ Synthesis ‣ Persona Creation ‣ Journey Mapping ‣ Opportunity Mapping ‣ Strategy Session ‣ Design Sprints ‣ Sketching ‣ Prototype Creation ‣ Interactive Prototype ‣ A/B Testing ‣ Competitive Testing ‣ Iteration / Refinement Formalized Questions Insights & Opportunities Conceptual Directions Validated Prototype #sixminds #sxsw #bebrilliant
  53. What we were told the audience wanted: “One comprehensive solution.”
  54. Decision Making Language Emotion Vision / Attention Memory Wayfinding #sixminds #sxsw #bebrilliant
  55. Summary
  56. UX happens in the mind. #sixminds #sxsw #bebrilliant
  57. UX is multi-dimensional and multi-sensory. Language Wayfinding Vision / Attention MemoryEmotion Decision Making #sixminds #sxsw #bebrilliant
  58. Design for the six minds Language Wayfinding Vision / Attention MemoryEmotion Decision Making #sixminds #sxsw #bebrilliant Discover what the eyes seek and where. Match their perception of space and interactions Activate and harness their mental models. Learn their lexicon. Uncover what appeals, enhances and awakens. Augment their micro decisions.
  59. John Whalen jw@brilliantexperience.com linkedin.com/in/johnwhalen Psychology + Innovation + DesignBrilliant Experience Thank you!

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