1. customer centred design
An introduction

2. Organisations need to find a balance between
Customer requirements Business requirements
and

3. But first we need to
Understand
&
implement
Customer Centred Design
… also known as UCD/HCD

4. Customer centred design
Arriving at a solution via a deep understanding
of customer (users) needs and expectations
Is an approach to design
the design of anything

5. When Customer Centred Design
is NOT used
Things can go wrong
Terribly wrong……..

12. Surely not that wrong
The client says
“I want two urinals in every toilet”
The user gets……..

14. Customer centred design
Looks at the environment from a
USERS perspective

15. The client says
“I want to include a radio”
Initial look at the environment from a users
perspective agrees “they need a radio”
The user gets…….

16. uxweek2007.adaptivepath.com/slides/uxweek-slides_derouchey_learning_ixd_from_everyday_objects_notes.pdf

17. Customer centred design
Looks at
The environment
& the language from a
USERS perspective

18. The client says
“I want to have electronic petrol bowsers”
Initial look at the environment from a users
perspective agrees “they want electronic petrol
bowsers” & looks at the language users need
The user gets ……

19. uxweek2007.adaptivepath.com/slides/uxweek-slides_derouchey_learning_ixd_from_everyday_objects_notes.pdf

20. Customer centred design
Looks at
The environment
the language
& the use of something from
USERS perspective

21. The client says
“I want to make it easier for users to find a car park”
UCD looks at
The environment
The language
And the use
From the users perspective
The user gets……..

22. uxweek2007.adaptivepath.com/slides/uxweek-slides_derouchey_learning_ixd_from_everyday_objects_notes.pdf

23. It is not “I” ..
• What would I do if it where me…
• I wouldn’t want that….
• Personally I think that ….
• I hate it when…

24. Understanding customers
• Context
• Who
• Why
• How
• When

25. Some of the tools
• Personas
• Mental modelling
• Wire framing
• Use case’s

26. Questions ?