A Glossary of User-Centered Design Strategies for Implemen- Tation Experts
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From Contextual Design to the Co-Realisation of Work Affording
The Benefits of a Long Engagement: From Contextual Design to The Co-realisation of Work Affording Artefacts Mark Hartswood, Rob Procter, Mark Rouncefield Roger Slack, James Soutter, Alex Voß Department of Computing Division of Informatics University of Lancaster University of Edinburgh Lancaster, LA1 4YR 2 Buccleuch Place, Edinburgh [email protected] mjh|rnp|rslack|jsoutter|[email protected] ABSTRACT teams. It is also a set of practices that help people engage in This paper critically examines the contextual design creative and productive design thinking with customer data methodology advanced by Holtzblatt and Beyer. We argue and it helps them co-operate and design together.” that contextual design provides ‘thin description’ compared (Holtzblatt quoted in [6], p. 313). She lists the steps of with the ‘thick description’ of ethnomethodologically contextual design as follows: contextual inquiry – talking to informed ethnographies and that this impoverishes its people as they do their work; interpretation and modelling claims to perspicuous description. As a way of addressing with cross-functional teams; consolidation of information the limitations of contextual design, we propose co- gained through previous steps; visioning about work realisation, a methodology that requires a long engagement: practices and the development of storyboards; user i.e. a longitudinal commitment from designers to building a environment design – using storyboards to develop ‘a shared practice with users. The paper concludes with two software floor plan (that drives) the user interface design’. case studies of doing co-realisation. From Holtzblatt’s comments, it would appear that Keywords contextual design developed out of a concern with usability Contextual design, co-realisation, ethnography and the work of participatory designers such as Kyng and Ehn. -
Implementing Contextual Design for the Aging Designing Technologies for and with Older Adults
IMPLEMENTING CONTEXTUAL DESIGN FOR THE AGING DESIGNING TECHNOLOGIES FOR AND WITH OLDER ADULTS Grace Cha / Sidney Brinson / Jessica Lee / Claudia B. Rebola Georgia Institute of Technology [email protected] / [email protected] / [email protected] / [email protected] 1. INTRODUCTION The average life expectancy in the United States has increased significantly. Between 1900 and 2003, life expectancy has increased by 30 years (Quadagno, 2013), impacting the need for older adult products and services. Within Asia, North America, and Europe, the population of people over age 65 in 2009 ranged from 6%-16%. By 2030, these percentages are predicted to range from 17%-29%. As the older adult population increases, there is a need to design products that can aid older adults in the aging process. Incorporating technologies in product design can bring promising opportunities to better assist older adults. However, designing technologies easily adopted by older adults can be challenging. Traditional design approaches may not be sufficient for designing technologies considering the decline of physical, perceptual, and cognitive abilities that humans experience with age (Fisk et al., 2009). Contextual Design is an effective method for designing implementable technology for and with older adults because it employs a variety of research methods that enable the designer with an understanding of the user in his or her context. This paper presents the structure and steps of the Contextual Design process and its application with a case study, KeepSeek, an interactive shelving system designed to bolster social connectedness for older adults. 2. BACKGROUND Universal design is the design of accessible products and environments to be usable by all people, including older adults, to the greatest extent possible without the need for adaptation or specialized design. -
Games User Research and Physiological Game Evaluation
Chapter 4 Games User Research and Physiological Game Evaluation Lennart E. Nacke Abstract This chapter introduces physiological measures for game evaluation in the context of games user research (GUR). GUR consists of more than playtest- ing game; it comprises a collection of methods that allow designers to bring their creations closer to the initial vision of the player experience. With the prices of physiological sensors falling, and the advancement of research in this area, physi- ological evaluation will soon become a standard tool in GUR and game evaluation. Since mixed-method approaches are of increasingly prominent value, this chap- ter describes core GUR methods with a special focus on physiological evaluation, keeping in mind both benefits and limitations of the approach in academic and industrial applications. 4.1 Introduction From the academic domains of human-computer interaction, human factors, and social psychology, robust and scientific user-testing approaches have been adopted in a game industry field called games user research (GUR) to ensure optimal qual- ity of the user experience (UX) in games and virtual entertainment products. In the games industry, the domains of quality assurance (QA) and game testing are focus- ing on finding technical errors in the game code (i.e., bugs) and ensuring smooth execution of the game on a technical level. By contrast, GUR is concerned with evaluation through the observation and analysis of players. A game designer com- municates their thoughts to the player using the game. In turn, the user researcher applies methods that are inspired by psychology and user-centered design to evalu- ate the player. -
The Future of Visual Communication Design Is Almost Invisible Or Why Skills in Visual Aesthetics Are Important to Service Design
ServDes2018 - Service Design Proof of Concept Politecnico di Milano 18th-19th-20th, June 2018 The future of visual communication design is almost invisible or why skills in visual aesthetics are important to service design Mark Roxburgh [email protected] School of Creative Industries, Faculty of Education and Arts, University of Newcastle, University Drive, Callaghan, Australia, 2308 Jemimah Irvin [email protected] nib Health Insurance, Locked Bag 2010, Newcastle, Australia, 2300 Abstract Over the past 20 years there has been an increase in post-secondary visual communication education in Australia while the growth of the industry itself has been low, meaning an increasing number of graduates compete for a limited pool of jobs1. The use of visualisation in human centered and service design approaches provides alternative employment opportunities for these graduates. This paper presents a case study of a visual communication honors research project that is indicative of those opportunities and the potential benefits of having highly skilled visual practitioners involved in human centered and service design processes. Furthermore, we argue that a consideration of the aesthetics of the visualisation methods used in this context is essential and that visual aesthetics should be a significant part of the service design skillset. KEYWORDS: visual communication, visual aesthetics, visual research methods, visual storytelling, visual skills 1 Average annual employment growth for visual communication in Australia: Historical 2010 – 2017, 0.69%. Forecast 2018 – 2024, 1.4% (Do, 2017). Introduction Whilst we use a visual communication honors design research project as a case study to argue our case, it is not our intention to provide a detailed account of the project, a step by step guide of the methods of research and an analysis of its success or failure. -
A Contextual Design Example
Manuscript submission for 2005 Proceedings of AECT, Volume #1 Understanding and Representing Learning Activity to Support Design: A Contextual Design Example Mark Notess Digital Library Program Indiana University Music Library 1201 E. Third Street Bloomington, Indiana USA 47405-7006 +1.812.856.0494 [email protected] Understanding and Representing Learning Activity to Support Design: A Contextual Design Example Mark Notess Abstract Contextual Design is a well-defined method for gathering and representing user understanding within a coherent design process. This paper illustrates the value of Contextual Design to educational system design by describing a case study involving 14 contextual inquiry sessions that were carried out in and around the Indiana University music library, in support of designing technology for student learning. Findings are presented as diagrammatic work models, an affinity diagram, and a list of insights and design ideas. The utility of Contextual Design work modeling is assessed, and some limitations in its ability to represent learning are considered. Introduction Designing useful educational technologies requires us to understand the potential users of those technologies, the tasks the users bring with them, and the contexts of use. As we have developed our next-generation digital music library, Variations2 (Variations2, 2005), we have taken a valuable opportunity to gain this understanding by studying usage of its predecessor, the Variations system (Dunn & Mayer, 1999; Variations, 2005). This paper reports on the second in a sequence of contextual inquiry studies of digital music library use. Results from the first study have been partially reported (Notess, 2004a). A small subset of results from the present study were reported elsewhere (Notess, 2004b). -
Warts-And-All: the Real Practice of Service Design
Warts-and-all: the real practice of service design Dr Yoko Akama School of Media and Communication RMIT University GPO Box 2467V Melbourne Victoria 3001 Australia Tel: +61 (0)3 9925 9807 Fax: +61 (0)3 9639 1685 e-mail: [email protected] www.rmit.edu.au Introduction Service design practice, discourse and education are still nascent in Australia where most designers are trained in fields such as industrial design, architecture, communication design, and to a lesser degree, interaction design (a field that is equally nascent). Academic research on service design has so far been limited (Kimbell and Seidel 2008) and much of the knowledge generated from business contexts has been proprietary (Tether 2008). These factors have led to a lack of critical engagement in examining and investigating the complex contexts that surrounds service design projects. This also adds to the challenging obstacles for designers seeking to establish and embarking upon a service design-led practice in Australia. The paper critiques service design case studies that are often documented and reported in a manner that abstracts and generalises the realities of this field as obstacles to understanding the ‘real’ practice of service design. Through attempts to clarify, systematise and advocate the benefit of service design, authors might gloss over the messy realities and the contextual knowledge grounded in action. This has resulted in practice-based knowledge being ‘lost in translation’. This is a critical shortfall. It becomes a disadvantageous factor in developing learning frameworks for designers in similar contexts to Australia who are seeking models, methods, case studies and discourse on service design from established agencies and research institutions on service design across Europe. -
Contextual Design Theory Applied to Wearables That Facilitate Kangaroo Care by Interviewing Mothers of Hospitalized Infants
Proceedings of the 2018 Design of Medical Devices Conference DMD2018 April 9-12, 2018, Minneapolis, MN, USA DMD2018-6915 Downloaded from http://asmedigitalcollection.asme.org/BIOMED/proceedings-pdf/DMD2018/40789/V001T10A009/2788243/v001t10a009-dmd2018-6915.pdf by guest on 26 September 2021 CONTEXTUAL DESIGN THEORY APPLIED TO WEARABLES THAT FACILITATE KANGAROO CARE BY INTERVIEWING MOTHERS OF HOSPITALIZED INFANTS Abigail R. Clarke-Sather Kelly Cobb Department of Mechanical & Industrial Eng. Department of Fashion & Apparel Studies University of Minnesota Duluth University of Delaware Duluth, Minnesota, USA Newark, Delaware, USA Catherine Maloney Hannah Young Department of Mechanical & Industrial Eng. Department of Fashion & Apparel Studies University of Minnesota Duluth University of Delaware Duluth, Minnesota, USA Newark, Delaware, USA BACKGROUND KC is an early caregiver-infant behavior that improves When considering how to design medical devices infant motor, cognitive, and social-emotional development considering the needs of the patient and hospital staff may including for infants at risk. KC improves emotional seem sufficient. Hospitalized infants are patients who cannot regulation, alertness, and neurodevelopmental outcomes [1]. speak or advocate for their needs; the parents and the hospital KC provides a calm and soothing environment that reduces staff caring for infant patients have different roles that together stress, positions the infant to encourage motor and mental are integral to an infant’s recovery. Figure 1 shows how development, and allows infants to sleep more readily and mothers, nurses, and infants form a system of care to promote deeply [2], [3]. KC is shown to encourage breastfeeding infant patient healing. In particular caregiver behaviors such through increasing mothers’ milk production, rates of as kangaroo care (KC), are dependent upon the involvement of breastfeeding exclusivity, and breastfeeding duration [3]. -
Context: Physical and Psycho-Cultural: a Design for the Concert Hall in Sarajevo, Bosnia
Context: Physical and Psycho-cultural: A design for the concert hall in Sarajevo, Bosnia by Enno Fritsch Diplom Ingenieur University of Karlsruhe, 1996 Submitted to the Department of Architecture in partial fulfillment of the requirements for the degree of Master of Science in Architecture Studies at the Massachusetts Institute of Technology June 2001 @2001 Enno Fritsch. All Rights Reserved The author hereby grants to MIT permission to reproduce and to distribute publicly paper and electronic copies of this thesis document in whole or in part. Signature of Author: Department of Architecture May 24, 2001 Certified by: Michael Dennis Professor of Architecture ~~Thesis Supervso5,-i I7 Received by: Roy Strickland USSRARHERS USTRWE Principal Research Scientist in Architecture Chairman, Department Committee on Graduate Students LIBRARIES Readers Julian Beinart Professor of Architecture Ann Pendleton-Jullian Associate Professor of Architecture Context: Physical and Psycho-Cultural: A Design for the Concert Hall in Sarajevo, Bosnia by Enno Fritsch Submitted to the Department of Architecture on May 24, 2001 in partial fulfillment of the requirements for the degree of Master of Science in Architecture Studies ABSTRACT The thesis proposes a mode of designing that emphasizes the active role that the physical context, including its embedded cultural implications and poetic ideas, might play in the process of architectural design. A successful architec- tural project in that sense would not only be visually related to its context in a meaningful way, but its form giving conceptual framework would be part of an idea about the site and its relation to the context. Three different modes of architectural inquiry mutually inform each other. -
Adding UX in the Service Design Loop: the Case of Crisis Management Services
Interaction Design and Architecture(s) Journal - IxD&A, N.37, 2018, pp. 47-77 Adding UX in the Service Design Loop: The Case of Crisis Management Services 1 1 Karim Touloum , Djilali Idoughi , Ahmed Seffah2 1 University A. Mira of Bejaia, Bejaia, Algeria 2 Innovation and Software Department, Lappeenranta University of Technology, Finland {karim.touloum, djilali.idoughi}@univ-bejaia.dz [email protected] Abstract. Focus on user experience (UX) has been a growing trend in service design (SD), as it has various benefits. As it will be demonstrated in this paper, developing an efficient, yet usable crisis management service requires a deep understanding of the experience of all stakeholders involved in the crisis. While many SD studies have proposed different principles, practices and tools, there is a lack of a practical comprehensive design framework that empowers designers to integrate effectively UX in the SD lifecycle. In this paper we propose a methodological framework called UXD-IS (User eXperience Design of Interactions and Services) that combines UX characterization and touchpoints analysis. The framework has been validated through a case study related to flooding crisis management. The investigations reveal that the framework is a powerful support tool during the first phases of the development of a new service or the improvement of an existing one. Keywords: user experience, service design, interactive service, design framework, touchpoints, user journey, crisis management. 1 Introduction Crisis management services are undergoing major and fundamental changes in all countries around the world. This is a result of a number of convening forces including public budget cuts, demographic shifts, massive immigration, urbanization, environmental challenges, terrorism risks and rapid technological change [1, 2]. -
Stakeholder Engagement for Service Design Will Be the Main Focus of the Thesis
Abstract Service design is a field emerging from the new-found interest in services as a design material by practitioners and academics of the human-centred design tradition. As such, the field can build on the knowledge from previous work in design as well as in service research. Introducing a new design material may however also introduce new challenges to practice. The research presented in this thesis investigates how the design research phase of the human-centred design process is affected by making services a design material. How users, staff and other stakeholders are involved in service design projects was studied in four studies. Two studies focused on getting a holistic view of how service designers engage stakeholders in their design research. The methods used for these two studies were interviews in one case and participatory observation in the other. The two remaining studies focused on specific aspects of the stakeholder engagement process. One compared how designers and anthropologists approach ethnography, whereas the second investigated the communicative qualities of service design visualisations. It is argued that service design is a stakeholder-centred design discipline. The tools used in service design are to a large extent borrowed from other qualitative research traditions, but design-specific tools do exist. By analysing and synthesising the information obtained, it is then i Abstract transformed into insights. These insights are visualised to provide easily accessible representations of service situations. The final section of the thesis identifies challenges ahead for service design practice, based on the findings of the thesis and based on existing theoretical frameworks for the discipline. -
Service Innovation Through Touch-Points: Development of an Innovation Toolkit for the First Stages of New Service Development
ORIGINAL ARTICLE Service Innovation Through Touch-points: Development of an Innovation Toolkit for the First Stages of New Service Development Simon Clatworthy Oslo School of Architecture and Design, Norway This paper reviews one of the central areas of service design, the area of touch-point innovation. Specifically, it describes the development and use of a card-based toolkit developed in the AT-ONE project - the AT-ONE touch-point cards. These cards have been developed to assist cross-functional teams during the first phases of the New Service Development (NSD) process. This paper describes and analyses the development of the tools, their intended use and their evaluation following actual uptake by several commercial service providers. The results show that the toolkit assists the innovation process during the first phases of the new service development process and helps develop team cohesiveness. The card-based approach offers a tangibility that teams find useful, and that offers multiple usage alternatives. In addition, the paper describes the multiple functions that tools used in service innovation need to accommodate, and how design makes an important contribution to this. The work also reflects upon the materials of service design and suggests that touch-points are one of the materials used by designers to understand, explore and develop innovative service solutions. Suggestions for further work are included that include aspects of toolkit tangibility, usage areas and touch-point innovation. Keywords – Touch-points, Methods for Service Innovation, Touch-point Cards, Toolkit, Cross-functional Teams, Service Design, Innovation. Relevance to Design Practice – Describes how innovation in new service development processes can be achieved through focusing on touch-points, and describes a toolkit approach to foster this in service organisations. -
Toward Unified Models in User-Centered and Object-Oriented
CHAPTER 9 Toward Unified Models in User-Centered and Object-Oriented Design William Hudson Abstract Many members of the HCI community view user-centered design, with its focus on users and their tasks, as essential to the construction of usable user inter- faces. However, UCD and object-oriented design continue to develop along separate paths, with very little common ground and substantially different activ- ities and notations. The Unified Modeling Language (UML) has become the de facto language of object-oriented development, and an informal method has evolved around it. While parts of the UML notation have been embraced in user-centered methods, such as those in this volume, there has been no con- certed effort to adapt user-centered design techniques to UML and vice versa. This chapter explores many of the issues involved in bringing user-centered design and UML closer together. It presents a survey of user-centered tech- niques employed by usability professionals, provides an overview of a number of commercially based user-centered methods, and discusses the application of UML notation to user-centered design. Also, since the informal UML method is use case driven and many user-centered design methods rely on scenarios, a unifying approach to use cases and scenarios is included. 9.1 Introduction 9.1.1 Why Bring User-Centered Design to UML? A recent survey of software methods and techniques [Wieringa 1998] found that at least 19 object-oriented methods had been published in book form since 1988, and many more had been published in conference and journal papers. This situation led to a great 313 314 | CHAPTER 9 Toward Unified Models in User-Centered and Object-Oriented Design deal of division in the object-oriented community and caused numerous problems for anyone considering a move toward object technology.