For several years, my company has used a simple model for defining, aligning, choreographing, measuring and enhancing UX by analysing a range of touchpoints across both online and offline experiences. Each of these represents an interaction between the “user” and the “brand/company/service/whatever”. We have also defined an “ergonomics of need” which consists of five key points: Attitude, Expectation, Schedule, Environment, Origin. All of these points ultimately influence the importance and user perception of individual interactions and tasks. Taken in its entirety: model, ergonomics, and measurement tools, our framework makes it easy to put something as abstract as “user experience” into more practical, hands-on terms.
What is a ”user”? What is an ”experience”? How do these combine to build a brand, create loyalty, and heighten satisfaction?
For several years, my company has used a simple model for defining, aligning, choreographing, measuring and enhancing UX by analysing a range of touchpoints across both online and offline experiences. Each of these touchpoints represents an interaction between the “user” and the “brand/company/service/whatever”. We have also defined an “ergonomics of need” which consists of five key points: Attitude, Expectation, Schedule, Environment, Origin. All of these points ultimately influence the importance and user perception of individual interactions and tasks.
Taken in its entirety: model, ergonomics, and measurement tools, our framework makes it easy to put something as abstract as “user experience” into more practical, quantifiable, hands-on terms.
Describing the elephant: Moving beyond professional silos when defining UXEric Reiss
Professional factions have made it impossible for the business community to make educated decisions – or even understand what UX is. Content strategists scream “Content is King”. The information architects yell “Structure the kingdom”. The SEO folks say “There is no data without metadata”.
And the business community is frustrated. Who should they hire?
The answer is simple: the agency that tells them: “No worries. We’ll get it done for you and you will love it.”
I’d like to see these professional barriers broken down. We ALL bring something valuable to the table – if we’re ever allowed to sit at that table. And I’d like to share a model for UX that respects our differences, but provides an easy-to-understand framework on which businesses can build their UX strategies.
From Marketing to Social Media (and back again)Eric Reiss
Social media is the buzzword of the day. And it seems that anyone with over 20 followers on Twitter has become a self-proclaimed expert. But how do marketing and social media relate to each other? Is there really such a thing as “social media marketing”? Actually, there probably isn’t – but what there is can prove to be much more valuable in both the short- and long-term.
Euro IA Closing Plenary - What I'm Curious About…Stephen Anderson
What are you curious about? What do you want to know more about by this time next year?
Here's my answer to that question (c. 2012) and why I believe Curiosity is core to everything we do as a profession.
Service design is getting hot as a topic. What we miss in most discussions are the future and brand aspects of great service designs. Because really outstanding services are not only fulfilling existing needs, but are inventive and creating new needs.
What is a ”user”? What is an ”experience”? How do these combine to build a brand, create loyalty, and heighten satisfaction?
For several years, my company has used a simple model for defining, aligning, choreographing, measuring and enhancing UX by analysing a range of touchpoints across both online and offline experiences. Each of these touchpoints represents an interaction between the “user” and the “brand/company/service/whatever”. We have also defined an “ergonomics of need” which consists of five key points: Attitude, Expectation, Schedule, Environment, Origin. All of these points ultimately influence the importance and user perception of individual interactions and tasks.
Taken in its entirety: model, ergonomics, and measurement tools, our framework makes it easy to put something as abstract as “user experience” into more practical, quantifiable, hands-on terms.
Describing the elephant: Moving beyond professional silos when defining UXEric Reiss
Professional factions have made it impossible for the business community to make educated decisions – or even understand what UX is. Content strategists scream “Content is King”. The information architects yell “Structure the kingdom”. The SEO folks say “There is no data without metadata”.
And the business community is frustrated. Who should they hire?
The answer is simple: the agency that tells them: “No worries. We’ll get it done for you and you will love it.”
I’d like to see these professional barriers broken down. We ALL bring something valuable to the table – if we’re ever allowed to sit at that table. And I’d like to share a model for UX that respects our differences, but provides an easy-to-understand framework on which businesses can build their UX strategies.
From Marketing to Social Media (and back again)Eric Reiss
Social media is the buzzword of the day. And it seems that anyone with over 20 followers on Twitter has become a self-proclaimed expert. But how do marketing and social media relate to each other? Is there really such a thing as “social media marketing”? Actually, there probably isn’t – but what there is can prove to be much more valuable in both the short- and long-term.
Euro IA Closing Plenary - What I'm Curious About…Stephen Anderson
What are you curious about? What do you want to know more about by this time next year?
Here's my answer to that question (c. 2012) and why I believe Curiosity is core to everything we do as a profession.
Service design is getting hot as a topic. What we miss in most discussions are the future and brand aspects of great service designs. Because really outstanding services are not only fulfilling existing needs, but are inventive and creating new needs.
Effectieve belangenbehartiging: Alternatieve manieren van projectfinanciering
Presentatie en workshop voor patientenverenigingen via Novartis Patient Academy.
My slideshow examines the ethics of eating meat, and how it contributes to poor health in humans and animals, as well as the pollution of our environment. It also identifies the benefits of choosing a vegetarian diet.
BARTER is a research project setup to record the flow of money in the local economy. BARTER trades are in place as an alternative to a local currency. In this first deck of slides the project is introduced with what we have achieved thus far and what we have planned in the pipeline.
Disasters 2.0: Real Time Collaboration: Documentation and MappingConnie White
Objective 1: Cover the available technologies that are free that help EM create real-time documents, spreadsheets, presentations and forms that are available online (Google Suite) for many to use collaboratively and simultaneously and offline in a traditional singleton sense (OpenWord)
Objective 2: Demonstrate the free available mapping tools that are user friendly and very powerful for response efforts -- these are web based collaborative mapping tools that can be used in advance or in an ad hoc fashion - including the GeoLocation devices that can be leveraged. (WikiMapia, Open Street Maps, etc.)
Effectieve belangenbehartiging: Alternatieve manieren van projectfinanciering
Presentatie en workshop voor patientenverenigingen via Novartis Patient Academy.
My slideshow examines the ethics of eating meat, and how it contributes to poor health in humans and animals, as well as the pollution of our environment. It also identifies the benefits of choosing a vegetarian diet.
BARTER is a research project setup to record the flow of money in the local economy. BARTER trades are in place as an alternative to a local currency. In this first deck of slides the project is introduced with what we have achieved thus far and what we have planned in the pipeline.
Disasters 2.0: Real Time Collaboration: Documentation and MappingConnie White
Objective 1: Cover the available technologies that are free that help EM create real-time documents, spreadsheets, presentations and forms that are available online (Google Suite) for many to use collaboratively and simultaneously and offline in a traditional singleton sense (OpenWord)
Objective 2: Demonstrate the free available mapping tools that are user friendly and very powerful for response efforts -- these are web based collaborative mapping tools that can be used in advance or in an ad hoc fashion - including the GeoLocation devices that can be leveraged. (WikiMapia, Open Street Maps, etc.)
Reproduced with permission of the copyright owner. Further refelipaser7p
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A qualitative examination of factors affecting reverse logistics systems for end-of-life computers
Knemeyer, A Michael;Ponzurick, Thomas G;Logar, Cyril M
International Journal of Physical Distribution & Logistics Management; 2002; 32, 6; ProQuest
pg. 455
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CHAPTER 3 Human Nature: Who or What Are We, and What Are We Doing ...
A short presentation for EastSide Virtual Reality Meet-up Group, to relay the importance of Empathy in our daily lives, relationships and, work/family and what is currently being used in the XR space and what does the future hold?
Studies, research papers, & other interesting tid bitsBrian Russell
Over the past 2 years I've done a considerable amount of research in the realms of behavioral, cognitive, and social, psychology, as well as product psychology and the psychology of music, and cognitive neuroscience. Many of the studies and research papers I've aggregated have profound business and consumer implications.
A bigger view of UX doesn't need a bigger screenEric Reiss
User experience has been around since the dawn of time. But for most people and their employers, UX is something that happens on a two-dimentional interface – a laptop, a tablet, a smartphone. As a result, our talents, as UX professionals, are limiting our career opportunities. Service design is part of UX. So is product design. As our discipline matures, we need to move beyond the digital interfaces and demonstrate how our skills can be applied to many other areas.
I made my first product design improvement at the age of three (I will provide photographic proof). And I have been thinking about user experience throughout my life. I would like to share some stories with my friends in Slovakia that I hope will help them grow their careers, strengthen their community, and enhance their national presence on the international scene.
The Ethics of AI – dealing with difficult choices in a non-binary worldEric Reiss
I started working with user experience (UX) long before the term was even known. Over the past 40 years, I’ve encountered many issues that have disturbed me – from creating purposely addictive programs, sites, and apps, to the current zeitgeist for various design trends at the expense of basic usability. I have seen research that is faked, ignored, or twisted by internal company politics and by the cognitive bias of the design team. And I have seen countless dark patterns that suppress accessibility and diversity by promoting false beliefs and false security.
Whenever we say, “That’s not my problem,” or, “My company won’t let me do that,” we are handing over our ethical responsibility to someone else – for better or for worse. Do innocent decisions evolve so that they promote racism or gender discrimination through inadvertent cognitive bias or unwitting apathy? Far too often they do.
We, as technologists, hold incredible power to shape the things to come. I would like to share my thoughts with you so you can use this power to truly build a better world for those who come after us!
My closing keynote from Product Camp Poland 2018.
As technologists, we all wield great power. I think we have an ethical responsibility to use this wisely. Alas, most people are confused by terms such as "morals" and "ethics." What is the difference? How can I apply this to my own work?
There are a lot of bullet points. I know this isn't fashionable, but I wanted you to be able to print this out and use it as a reference in your work.
Ethics and IA - seven deadly sins that prevent us from building a better worldEric Reiss
My keynote from World IA Day, 2018
I started working with information architecture long before the term was even known. Over the past 35 years, I’ve encountered many issues that have disturbed me – from creating purposely addictive programs, sites, and apps, to the current zeitgeist for responsive design at the expense of basic usability. I have seen research that is forged, ignored, or twisted by internal company politics and by the cognitive bias of the design team. And I have seen countless dark patterns that serve to suppress accessibility and diversity, and encourage false beliefs and false security.
My plenary speech at the inaugural UX Live London conference on October 26, 2017.
Eric Reiss
CEO and Author
4.30pm-5.15pm
Innovation vs. Best Practice – Conflict or Opportunity?
“Best practice” implies doing things in the best possible manner, based on past experience. But we like to think of ourselves as innovators in a dynamic industry – we want to go where no one has gone before. Thus, “best practice” and “innovation” are like oil and water – they don’t easily mix.
How can we, as UX professionals, balance the need for consistency that “best practice” provides, with our on-going mission to improve the quality of our products? How can we create genuine improvements – and when have we been seduced by the evil twins, Fad and Fashion?
“Innovation vs. Best Practice” explores the elements that make up these two ends of the UX spectrum. We’ll take a closer look at the popular definitions of both innovation and best practice – and discover why these are frequently inadequate, misleading, or both. Why is a “standard” not always a “best practice”? And if “invention” can be spontaneous, why is “innovation” always planned?
We’ll also examine some of the worst reasons to innovate, which are also some of the most common, plus the Japanese concept of “chindogu” – “useless innovation.” Perhaps most important of all, we’ll see how User Driven Design helps us avoid harmful innovation in comparison to the more common User Centered Design methodology.
My rant from EuroIA 2017 in Stockholm, Sweden. I have incorporated some notes in these slides that were part of my oral presentation for the sake of clarity.
My closing plenary from UX Camp Europe in Berlin, June 4, 2017. Here I reviewed some of the key issues talked about at the conference and share some of my own learning experiences
Ux strategy - the secret sauce that defines the pixie dustEric Reiss
My closing plenary from World Usability Day in Posznan, Poland on Nov. 26, 2016.
UX strategy is about analyzing an organization’s business strategy and outlining what needs to be done from a UX perspective to ensure that the goals of the business strategy are achieved.
In brief, UX strategy is the glue that binds the company vision (goals) with the day-to-day UX tactics (execution). Without a clear UX strategy, it is entirely possible to design killer UX concepts, yet fail miserably in the marketplace. That happens a lot.
This talk aims to help companies and designers avoid costly yet easily avoidable pitfalls.
This is my closing plenary from World Usability Day in Tallinn, Estonia on November 10, 2016.
User experience has been around since the dawn of time. But for most
people and their employers, UX is something that happens on a
two-dimensional interface – a laptop, a tablet, a smartphone. As a
result, our talents, as UX professionals, are limiting our career
opportunities. Service design is part of UX. So is product design. As
our discipline matures, we need to move beyond the digital interfaces
and demonstrate how our skills can be applied to many other areas. And
we need to adopt a clear, easy-to-understand definition of UX that
relates to an understandable, easy-to-implement design process. I’d
like to share this with you.
I made my first product design improvement at the age of three (I will
provide photographic proof). And I have been thinking about user
experience throughout my life. I would like to share some stories with
my friends in Estonia that I hope will help them grow their careers,
strengthen their community, and enhance their national presence on the
international scene.
UX strategy is about analyzing an organization's business strategy and outlining what needs to be done from a UX perspective to ensure that the goals of the business strategy are achieved. In brief, UX strategy is the glue that binds the company vision (goals) with the day-to-day UX tactics (execution). Without a clear UX strategy, it is entirely possible to design killer UX concepts, yet fail miserably in the marketplace. That happens a lot. This talk aims to help companies and designers avoid costly yet easily avoidable pitfalls.
Surprisingly, most companies don't have a UX strategy. In fact, very few even know what this document would contain. This talk aims to show people how to start, conduct, and complete this work, even within politically disinclined organizations.
UX Strategy - the secret sauce that defines the pixie dustEric Reiss
My opening keynote at UX Riga, 2016
UX strategy is about analyzing an organization’s business strategy and outlining what needs to be done from a UX perspective to ensure that the goals of the business strategy are achieved.
In brief, UX strategy is the glue that binds the company vision (goals) with the day-to-day UX tactics (execution). Without a clear UX strategy, it is entirely possible to design killer UX concepts, yet fail miserably in the marketplace. That happens a lot.
This talk aims to help companies and designers avoid costly yet easily avoidable pitfalls.
Let’s be honest, information is to be found everywhere – as it always has. So, it should come as no surprise that information architecture has also been around since the dawn of time. This is often forgotten in our enthusiasm for electronic media. I hope to make you think more about what makes a good information architect and what pitfalls we should avoid.
This was my closing keynote at World Information Architecture Day (WIAD) in Ghent, Belgium.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Expert Accessory Dwelling Unit (ADU) Drafting ServicesResDraft
Whether you’re looking to create a guest house, a rental unit, or a private retreat, our experienced team will design a space that complements your existing home and maximizes your investment. We provide personalized, comprehensive expert accessory dwelling unit (ADU)drafting solutions tailored to your needs, ensuring a seamless process from concept to completion.
Between Filth and Fortune- Urban Cattle Foraging Realities by Devi S Nair, An...Mansi Shah
This study examines cattle rearing in urban and rural settings, focusing on milk production and consumption. By exploring a case in Ahmedabad, it highlights the challenges and processes in dairy farming across different environments, emphasising the need for sustainable practices and the essential role of milk in daily consumption.
Top 5 Indian Style Modular Kitchen DesignsFinzo Kitchens
Get the perfect modular kitchen in Gurgaon at Finzo! We offer high-quality, custom-designed kitchens at the best prices. Wardrobes and home & office furniture are also available. Free consultation! Best Quality Luxury Modular kitchen in Gurgaon available at best price. All types of Modular Kitchens are available U Shaped Modular kitchens, L Shaped Modular Kitchen, G Shaped Modular Kitchens, Inline Modular Kitchens and Italian Modular Kitchen.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
Users, experience, and beyond (EuroIA 2011, Prague)
1. Users, experiences, and beyond
Eric Reiss
@elreiss
EuroIA
September 24, 2011
Prague, Czech Republic
2. I would like to share:
a model that helps us understand needs and
responses
a practical definition of user experience
a tool to help identify, quantify, and prioritise key
UX touchpoints
3. us·er
noun
1: a person who makes use of a thing;
someone who uses or employs something
2: a person who uses something or
someone selfishly or unethically
3: a person who takes drugs
4. ex·per·i·ence
noun
1: having been affected by or learned
through observation or participation
2: the length of such participation
5. Eric’s 1st Law of UX:
If a site does not solve your
user’s problems, it will not
solve your company’s either.
7. When would you use (simultaneously):
An ergonomic seat designed for one person
Optical lenses invented by Benjamin Franklin
Alcoholic mixture invented by Dr. Iain Marshall
Incandescent device invented by Thomas Edison
Fabric made on a loom invented by JM Jacquard
Rouge Royale (marble)
Baskerville Light (typography)
Domesticated mammal
(This is often how our clients look at their content)
8. When would you use (in simpler terms):
Armchair
Bifocal eyeglasses
Manhattan Cocktail
Lightbulb
Wool pullover
Tabletop
Book
Cat
(This is an easier way to look at content)
9.
10. Lightbulb
Eyeglasses
Wool pullover
Book
Manhattan Cocktail
Armchair
Gus the Cat
Marble tabletop
15. “Rys ergonomji czyli nauki o
pracy,opartej na prawdach
Poczerpniętych z Nauki Przyrody”
“The Outline of Ergonomics,
i.e. Science of Work,
Based on the Truths
Taken from the Natural Science”
1857
Wojciech Jastrzębowski
Henry Dreyfuss
16. Henry Dreyfuss
Alphonse Bertillon
Wojciech Jastrzębowski
21. A thought...
If ergonomics, anthropometrics,
and human factors deal with
physical requirements, is it
possible to map similar
requirements for cognitive
functions?
23. Everything starts in neutral
Positive Attitude Negative
Positive Expectation Negative
Leisurely Schedule Urgent
Relaxed Environment Stressful
Personal Origin External
24. The ergonomics of need - AESEO
Attitude
a
Expectation
Schedule
Environment
Origin
25. Planning a personal vacation
Positive Attitude Negative
Positive Expectation Negative
Leisurely Schedule Urgent
Relaxed Environment Stressful
Personal Origin External
26. Need help with taxes
Positive Attitude Negative
Positive Expectation Negative
Leisurely Schedule Urgent
Relaxed Environment Stressful
Personal Origin External
27. Planning the boss’ vacation
Positive Attitude Negative
Positive Expectation Negative
Leisurely Schedule Urgent
Relaxed Environment Stressful
Personal Origin External
29. ex·per·i·ence
noun
1: having been affected by or learned
through observation or participation
2: the length of such participation
30. Eric’s 2nd Law of UX:
User experience is the sum of
a series of interactions between
people, devices, and events.
31. Eric’s 3rd Law of UX:
There are three types of interaction:
active, passive and secondary
32. Eric’s 4th Law of UX:
UX design represents the conscious
act of coordinating interactions,
acknowledging interactions, and
reducing negative interactions.
33. Three types of interaction:
Active (things we control)
Passive (things we don’t control)
Secondary (things that have indirect influence)
40. UX design combines all three activites
Coordinating interactions that we can control
Acknowledging interactions beyond our control
Reducing negative interactions
50. Customer journey map
Source: www.thisisservicedesignthinking.com
Concept and design: Marc Stickdorn & Jacob Schneider
51. Step 1: research
Contextual enquiry
Interviews
Focus groups
Surveys and feedback forms
Personal observation
52. Step 2: prepare a scenario (X-log)
Write down all possible touchpoints
Use file cards or stickies
Arrange them so they create a linear flow
Tell the story to a colleague (without manus)
This will show you where you need to fix the story
53. Step 3: write scenario (X-log)
My family (my wife, myself, and our two kids) decided to go to the movies. We checked the internet
and found the website for our local cinema complex after a quick search on Google. But we had to
click three times to get to the program page and wait through a silly animated ad for a movie that
hadn’t even been released yet. Worse still, we were forced to download a pdf to find out the specific
movie names and playing times. And after all that, we couldn’t even order tickets online, much less
purchase them, so we couldn’t avoid waiting in line when we arrived. You’d think a big four-screen
complex would have a more sophisticated website. But we did find out what was showing, decided to
see the latest Harry Potter movie, and piled into the car.
Finding a parking place was easy. The theater has a big lot, which is important since driving to this
particular theater is really our only option. Just as we were leaving the car, it really started to rain, but
happily, the entrance wasn’t far away.
There were three ticket windows open, so the lines were short. The girl behind the counter was noisily
chewing gum and barely looked up during the entire transaction. In fact, she didn’t say a single word to
me except to ask for the money. Wow, prices have really increased this past year. I was surprised at
how expensive it was.
The lobby was inviting and quite clean. We bought popcorn and soda at the concession and found our
way to our particular auditorium. It was easy to spot the signs pointing the way. As we approached, we
noticed overflowing trashcans with popcorn and other garbage from previous audiences.
The seats were well-marked and easy to find. The seating was comfortable but there was old popcorn
underfoot. The temperature in the room was pleasant, although all of the wet people made it get a little
steamy. The sound was great and really enhanced the special effects, so we really enjoyed the movie.
When we left, there was a nice usher, who opened the exits and wished us a pleasant evening as we
went out. And it had stopped raining. A nice end to a nice family outing.
54. Step 4: scenario markup
My family (my wife, myself, and our two kids) decided to go to the movies. We checked the internet 1
and found the website for our local cinema complex after a quick search on Google. But we had to
2 3
click three times to get to the program page and wait through a silly animated ad for a movie that
4 5
hadn’t even been released yet. Worse still, we were forced to download a pdf to find out the specific
movie names and playing times. And after all that, we couldn’t even order tickets online, much less
purchase them, so we couldn’t avoid waiting in line when we arrived. You’d think a big four-screen
5a
complex would have a more sophisticated website. But we did find out what was showing, decided to
see the latest Harry Potter movie, and piled into the car.
Finding a parking place was easy.6 7
The theater has a big lot, which is important since driving to this
8
particular theater is really our only option. Just as we were leaving the car, it really started to rain, but
happily, the entrance wasn’t far away. 9
10
There were three ticket windows open, so the lines were short. The girl behind the counter was noisily
chewing gum and barely looked up during the entire transaction. In fact, she didn’t say a single word to
11 12
me except to ask for the money. Wow, prices have really increased this past year. I was surprised at
how expensive it was.13
The lobby was inviting and quite clean. We bought popcorn and soda 15 concession and found our
14 at the
16 17
way to our particular auditorium. It was easy to spot the signs pointing the way. As we approached, we
18
noticed overflowing trashcans with popcorn and other garbage from previous audiences.
The seats were well-marked and easy to find.19 seating was comfortable but there was old popcorn
The 20
underfoot.21 temperature in the room was pleasant,22
The although all of the wet people made it get a little
23
steamy. The sound was great and really enhanced the special effects, so we really enjoyed the movie.25
24 who
When we left, there was a nice usher, 25 opened the exits and wished us a pleasant evening as we
26
went out. And it had stopped raining. A nice end to a nice family outing.26a
55. Step 5: snapshot identification
1. Find website on internet
2. Click three times to find relevant page on site
3. Reaction to irrelevant animation
4. Find schedule (download PDF)
5. Reaction to lack of purchasing options
5a. Opinion of website
6. Park car
7. Reaction to parking lot
8. Reaction to rain
9. Reaction to proximity of parking to entrance
10. Reaction to short line
11. Reaction to rude ticketseller
12. Buy tickets
13. Reaction to ticket prices
14. Reaction to lobby
15. Buy popcorn and soda
16. Find auditorium
17. React to overfilled trashcans
18. Find seats
19. Reaction to seats
20. Reaction to popcorn on floor
21. Reaction to temperature
22. Reaction to steaminess
23. Reaction to sound
24. Reaction to movie
25. Reaction to nice usher
26. Reaction to dry weather
26a. Opinion of evening
Note that opinions are not really interactions, hence we have 5a and 26a.
56. Step 6: quantitative evaluation
1. Mark each individual interaction - we call these “snapshots”
2. Assign a value from 1 to 3 to each snapshot in relation to its contribution to
the overall experience
3. Grade the experience on a scale from -3 to +3
+3 = fantastic
+2 = good
+1 = better than expected
0 = no effect on the ultimate user experience (interaction to be ignored?)
-1 = poor
-2 = awful
-3 = mission critical
4. Multiply the value by the grade to get a score (this is the really useful
number)
5. Note any events that are recurring, unique, or may be influenced by
chronology (cause and effect relationships).
Snapshot Value Grade Score Repeat Unique Chrono
Re. to steaminess 1 -1 -1 ? Y Y
59. Step 6: some tips
Do this with your clients
It lets them participate actively
It helps start a useful dialogue
You can do this with a group, too
It’s a good workshop task
Try to remain neutral. Guide, don’t dictate.
Refer back to the Ergonomics of Need if you
are uncertain as to the Value rating to give
something
60. Step 7: analysis
Lack of online purchasing options is a key issue.
Website has serious problems in general.
Snapshots 11, 15, and 25 suggest that additional
emphasis should be placed on customer-service
training for front-line personnel.
Snapshots 17 and 20 illustrate that cleaning is a
problem.
Snapshot 22 revealed that the climate-control system
was out of whack, which proved to be an easy repair.
61. So in summary…
Understand the Ergonomics of Need for key
scenarios
Consider “user experience” as the sum of a
series of interactions
Write and chart a scenario to identify, quantify,
and prioritise key interactions (snapshots)
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