Into the Landscape of
* UX = User Experience
• A Definition of UX*?
– Compared with CEM*
• The VALUE of UX
• The Elements of UX
• UX Methodology
• How 2 be an UX designer?
– The T-Shaped People/Team
* UX=User Experience
CEM=Customer Experience Management
So, what is Experience?
User Experience or Customer Experience?
User Experience (abbreviated: UX) is the quality of experience
a person has when interacting with a specific design. This can range from a specific artif
act, such as a cup, toy or website, up to larger integrated experiences such as a museum
or an airport.
Customer experience is the sum of all experiences a customer has with a supplier of
goods or services, over the duration of their relationship with that supplier. It can also
be used to mean an individual experience over one transaction; the distinction is usually
clear in context.
About The Term : UxD*
I invented the term because I thought
Human Interface and usability were too
narrow: I wanted to cover all aspects of
the person's experience with a system,
including industrial design, graphics, the
interface, the physical interaction, and the
manual. Since then, the term has spread
widely, so much so that it is starting to
lose its meaning.
* UxD=User Experience Design
The Value of UX
“good design is good business”
– TJ Watson, founder of IBM , an engineer a business man
“When I am working on a problem, I never think
about beauty. I think only how to solve the
problem. But when I have finished, if the solution
is not beautiful, I know it is wrong”
– Buckminster Fuller , the chemical scientist
The UX Honeycomb
• Useful If it's not useful, who cares if it's usable?
• Usable Don't make me think!
(Steve Krug, who wrote the book)
• Desirable Positive experiences build brand loyalty.
• Accessible Available to all, regardless of disability.
• Findable You can't use what you can't find.
(Peter Morville: The Age of Findability)
• Credible Quality design builds trust.
A mental model is an explanation of someone's thought process about how something works in the real
world. It is a representation of the surrounding world, the relationships between its various parts and a
person's intuitive perception about their own acts and their consequences. Our mental models help shape
our behavior and define our approach to solving problems (think personal algorithm) and carrying out
The UX Treasure Map
• 体验设计是设计产品、流程、服务、事件和环境的实践 —每一项都
是人类体验 — 基于对个人或小组的需求、欲望、信念、知识、技能、
Experience design is the practice of designing products, processes, services, events, and environments -- each
of which is a human experience -- based on the consideration of an individual's or group's needs, desires,
beliefs, knowledge, skills, experiences, and perceptions.
cognitive psychology and perceptual psychology, linguistics, cognitive science, architecture and environmental
design, haptics, product design, information design, information architecture, ethnography, brand
management, interaction design, service design, storytelling, heuristics, and design thinking.