This document provides an introduction to various methods from user experience design that can be used for research and design, including personas, user stories, user scenarios, service blueprints, and usability testing. Each method is briefly defined and examples are given along with links to external resources for further information.

1. Using Methods from
User Experience Design
AN INTRODUCTION TO

2. A Quick Intro to User Experience

3. A Quick Intro to User Experience
Computer
Science
Information
Science
Design
Studies

4. Research & Design Share Process
https://blog.gfk.com/2011/11/so-are-you-a-ux-researcher-or-ux-designer-part-1/

5. A Breakdown of my work
strategy research prototyping design accessibility

6. UX Methods for Your Use

7. Humanistic representations of your users
and the germane information about them.
Personas

8. ProQuest User Profiles

9. Using Personas
http://www.uxbooth.com/articles/creating-personas/

10. “a story about a type of person doing
something to reach a goal.”
User Story Map
http://jpattonassociates.com/wp-content/uploads/2015/03/story_mapping.pdf

11. ProQuest K12 Team Strategy

12. Learn User Story Mapping
http://jpattonassociates.com/user-story-mapping/

13. ...“the goals and questions to be achieved
and sometimes define the possibilities of
how the user(s) can achieve them”
User Scenarios
https://www.usability.gov/how-to-and-tools/methods/scenarios.html

14. Court Whisperer
adapted and made
available for use by the
Court Whisperer app
Reviews form in app Fills in form as prompted Reviews information Mails completed form
adapted forms to
mobile app
The Client
www.courtwhisperer.org
http://www.courtwhisperer.org/

15. Study User Scenarios
http://blog.usabilla.com/how-user-scenarios-help-to-improve-your-ux/

16. ...“how a service will be provided, specifying
the physical evidence, staff actions, and support
systems / infrastructure needed to deliver the
service across its different channels.”
Service Blueprint
http://learningspacetoolkit.org/services-and-support/service-blueprint/

17. Rethinking High Education
PHySIcAL
EvIdEncE
ILLuSTRATIvE
PAIn POInTS
cuSTOmER
AcTIOnS
OnSTAgE
TEcHnOLOgy
AcTIOnS
OnSTAgE
cOnTAcT
EmPLOyEE
AcTIOnS
BAckSTAgE
cOnTAcT
EmPLOyEE
AcTIOnS
SuPPORT
PROcESSES
Give bags to bell
person
Go to roomArrive at hotel Check In Receive bags
Hotel website
Appearance
of bell person,
cart for bags
Elevators,
hallways, room
Hotel exterior,
parking lot
Desk registration
area and people,
papers, lobby, key
Appearance
of bell person,
cart for bags
Take bags
to room
Greet and
take bags
Process
registration
Deliver bags
to room
Record customer
information and
reserve room
Maintain
registration
system
cuSTOmER
PHASE
Research and
booking
StayArrival
Figure 1
Overnight hotel stay service blueprint
Indicates interaction between customer and
the organization’s people and technology
Make reservation
on website
Maintain
registration
system
Line of Internal Interaction
Line of Visibility
Line of Interaction
Have to
wait in line
Can’t find
the room
Browse and
select movie
Call room service EatSleep and
shower
Receive food
TV and remote Menu, phone Delivery tray, food
Room, amenities,
bath room
Delivery tray,
food, appearance
of delivery person
TV and remote
Hotel lobby,
exterior,
parking lot
Take food order
Deliver food
Provide movie
options and start
movie
Maintain TV and
video system
Prepare food
Maintain
registration
system
Checkout and departureStay
Process
check out
Check out via in
room TV
Leave
Don’t understand
check out
procedures

18. Explore Service Design
http://thisisservicedesignthinking.com/

19. “evaluating a product or service by
testing it with representative users.”
Usability Testing
https://www.usability.gov/how-to-and-tools/methods/usability-testing.html

20. UK.gov Example
2006
2012
2016
http://uxpa2016.org/event/design-patterns-government-services-community-not-library

21. UK.gov Example

22. Try Usability Testing
https://www.usability.gov/how-to-and-tools/methods/usability-testing.html
https://www.sensible.com/dmmt.html

23. Thank you.
@mathiasburton