DOCSLIB.ORG

A Systems Approach to Rich User Experience Design

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
A Systems Approach to Rich User Experience Design A Systems Approach to Rich User Experience Design by Sara Fortier A thesis submitted to the Faculty of Graduate and Postdoctoral Affairs in partial fulfillment of the requirements for the degree of Master of Design in Industrial Design Carleton University Ottawa, Ontario © 2012, Sara Fortier Library and Archives Bibliotheque et Canada Archives Canada Published Heritage Direction du 1+1 Branch Patrimoine de I'edition 395 Wellington Street 395, rue Wellington Ottawa ON K1A0N4 Ottawa ON K1A 0N4 Canada Canada Your file Votre reference ISBN: 978-0-494-93651-1 Our file Notre reference ISBN: 978-0-494-93651-1 NOTICE: AVIS: The author has granted a non­ L'auteur a accorde une licence non exclusive exclusive license allowing Library and permettant a la Bibliotheque et Archives Archives Canada to reproduce, Canada de reproduire, publier, archiver, publish, archive, preserve, conserve, sauvegarder, conserver, transmettre au public communicate to the public by par telecommunication ou par I'lnternet, preter, telecommunication or on the Internet, distribuer et vendre des theses partout dans le loan, distrbute and sell theses monde, a des fins commerciales ou autres, sur worldwide, for commercial or non­ support microforme, papier, electronique et/ou commercial purposes, in microform, autres formats. paper, electronic and/or any other formats. The author retains copyright L'auteur conserve la propriete du droit d'auteur ownership and moral rights in this et des droits moraux qui protege cette these. Ni thesis. Neither the thesis nor la these ni des extraits substantiels de celle-ci substantial extracts from it may be ne doivent etre imprimes ou autrement printed or otherwise reproduced reproduits sans son autorisation. without the author's permission. In compliance with the Canadian Conformement a la loi canadienne sur la Privacy Act some supporting forms protection de la vie privee, quelques may have been removed from this formulaires secondaires ont ete enleves de thesis. cette these. While these forms may be included Bien que ces formulaires aient inclus dans in the document page count, their la pagination, il n'y aura aucun contenu removal does not represent any loss manquant. of content from the thesis. Canada ABSTRACT Today’s saturated market of goods and services has created a new competitive battleground where companies are shifting to compete on the basis of providing compelling and memorable experiences for their users and customers. However, as the world grows in complexity, the designers responsible for delivering these rich experiences must address the sizeable networks of interconnected people, things, and environments surrounding the products and services they create. As such, design and research processes must evolve to embrace experience design through a system's lens. Using data collected from seven case studies of experience-centric design firms, including IDEO and Adaptive Path, this study explores the methodologies and organizational behaviours leading to the creation of rich user and customer experience from a system’s perspective. From the findings five patterns particularly critical to designing for experience were uncovered: They include a holistic perspective, building an emotional connection, interdisciplinary collaboration, harmonizing touchpoints and client empowerment. A synthesis of these patterns led to the development of a Rich Experience Design Diffusion Approach (REDDA). ACKNOWLEDGEMENTS First and foremost, I would like to thank my advisor Prof. WonJoon Chung at the School of Industrial Design and my co-advisor Prof. Nicolas Papadopoulos from the Sprott School of Business for their continued support and guidance throughout this process, as well as the countless hours spent discussing and reviewing ideas. Furthermore, I would like to thank Jennifer and Arjun for their invaluable and unrelenting efforts in connecting me with all the right people. I am also grateful to the designers, researchers, strategists, and leaders in experience design who participated in the interviews and made this study possible. To all my friends, family, and classmates, thank you for helping me brainstorm when work seemed at a standstill and thank you for all of your encouragement. Lastly, I would like to say a special thank you to my parents for their undying love and support; they are and always will be my best cheerleaders. TABLE OF CONTENTS ABSTRACT...........................................................................................................................ii TABLE OF CONTENTS.....................................................................................................iv LIST OF TABLES...............................................................................................................vii LIST OF VIGNETTES...................................................................................................... viii LIST OF FIGURES..............................................................................................................ix LIST OF APPENDICES..................................................................................................... x GLOSSARY OF TERMS....................................................................................................xi INTRODUCTION..................................................................................................................1 1.1 STATEMENT OF THE PROBLEM........................................................................2 1.2 BACKGROUND AND NEED................................................................................. 4 1.3 PURPOSE OF STUDY AND METHOD................................................................ 8 1.4 RESEARCH QUESTIONS......................................................................................9 1.5 SIGNIFICANCE TO THE FIELD .......................................................................... 10 LITERATURE REVIEW.................................................................................................... 11 2.1 EXPERIENCE DESIGN........................................................................................ 12 2.1.1 Background ....................................................................................................... 12 2.2 BASIC EXPERIENCE........................................................................................... 15 2.3 RICH EXPERIENCE..............................................................................................18 2.3.1 Context .............................................................................................................. 21 2.3.2 Emotion .............................................................................................................23 2.3.3 Meaning Making ............................................................................................... 25 2.4 SYSTEMS..............................................................................................................27 2.4.1 Systems Thinking ..............................................................................................27 2.4.2 Product Ecosystem ........................................................................................... 30 2.4.3 Product Ecosystem as a Design Strategy ........................................................31 METHODS.........................................................................................................................34 3.1 CASE STUDIES.................................................................................................... 36 3.1.1 Sample .............................................................................................................. 36 3.2 PRIMARY (INTERVIEWS)....................................................................................39 3.2.1 Setting ............................................................................................................... 39 3.2.2 Sample/Participants.......................................................................................... 39 3.2.3 Measurement Instruments ................................................................................40 3.2.4 Data Collection ..................................................................................................40 3.2.5 Data Analysis .....................................................................................................41 3.3 SECONDARY (DOCUMENTS)...........................................................................44 3.3.1 Sample .............................................................................................................. 44 3.3.2 Measurement Instruments ................................................................................45 3.3.3 Data Collection ................................................................................................. 45 3.3.4 Data Analysis.....................................................................................................46 3.4 VALIDITY AND RELIABILITY.............................................................................. 47 RESULTS..........................................................................................................................49 4.1 HOLISTIC PERSPECTIVE...................................................................................49 4.2 BUILDING EMOTIONAL CONNECTION............................................................53 4.2.1 Human Centered Activities ...............................................................................54
Load more

Recommended publications
  • Recruitid Fall 2016 Resume Book Aaron Cook Innovation, Strategy + Design Research [email protected] 773.343.3396 Aaroncook.Design
    recruitID Fall 2016 Resume Book Aaron Cook innovation, strategy + design research [email protected] 773.343.3396 aaroncook.design Designer and social scientist seeks cutting-edge research on wicked problems for abstraction and ideation. experience education Master of Design + Foundation freelance designer Institute of Design Emergent Design / Chicago / September 2016-present expected 2017 behavior change research for global client in health sector Master of Arts, Teaching design intern, brands and innovation National Louis University Gold Peak Holdings Ltd. / Hong Kong / summer 2016 August 2007, summa cum laude lead in-house design team on sustainability project Bachelor of Arts, Psychology developed strategy to increase consumer use of rechargeable batteries Ohio Wesleyan University created communication plan and received green light for pilot program May 1999, cum laude human sciences design intern MAYA Design / Pittsburgh / summer 2015 skills group facilitation facilitated client workshops and project kick-offs problem abstraction authored strategic recommendations for clients cross-disciplinary thinking developed protocols and conducted user research strategic pathfinding user research curriculum designer sketching to think speaking Spanish, English Freelance Consultant / US Domestic / 2008-2014 designed and facilitated training for software end users tools language teacher (Spanish) pen + paper x-acto knife Academy for Global Citizenship / Chicago / 2009-2010 affinity suite Chicago Public Schools / Chicago / 2006–2008 rhino designed and taught student-centered foreign language courses adobe cc axure RP residential director Northwestern University, 2004-2006 qualities Oberlin College, 2003-2004 curiosity designed service systems to grow healthy residential communities humor kindness supervised staff, residents, and building operations passion ingenuity network engineer II / deployment specialist Chase / Bank One / R.
    [Show full text]
  • Illusional Marketing
    ILLUSIONAL MARKETING The Use of Storytelling, User Experience and Gamification in Business Adnan Veysel Ertemel, PhD “This book is a must-have for marketers who need to use a composite set of tools to break through the attention economy. The book is also for the general public who might be concerned about the growing and numbing screen time that takes people away from doing other things.” — Philip Kotler on Illusional Marketing Digital platforms know how to “hook” consumers and keep them glued to the screen. These products were developed based on psychologists’ research into the way the human brain works. These are new weapons in the marketing toolkit that will become even more effective when combined with near- future enhancements like augmented and virtual reality. As the children of Generation Z and its successor Generation Alpha meet the internet at life’s earliest stages, the likelihood they will develop addictions to such devices seems very high. These illusional marketing techniques offer new weapons for commercial brands; their efficiency has been proven over and over. They give marketing managers powers to alter behavior and to turn inclinations into habits by manipulating the unconscious mind. At this point, marketing professionals need to take significant responsibilities because illusional marketing practices that do not serve a meaningful cause may bring about dangerous outcomes. A system that is only designed for the sake of making more money will serve the interest of no party in the long run, while using the tools of illusional marketing in a positive manner could serve humanity. In our current era, exposing these techniques along with their positive and negative aspects becomes a vital and highly significant task, one best fulfilled by academia.
    [Show full text]
  • Design Entrepreneurship & Disinformation
    Design Entrepreneurship & Disinformation Creating companies and products to afford better global consequences Mitchell Sutika Sipus May 2020 School of Design, College of Fine Arts Carnegie Mellon University 5000 Forbes Ave. Pittsburgh, Pennsylvania 15213 Thesis Committee: Jonathan Chapman, Carnegie Mellon University Peter Scupelli, Carnegie Mellon University External Examiner Robert Goodspeed, University of Michigan Submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy Copyright © Mitchell Sutika Sipus 2020 All Rights Reserved. Keywords: Design, Entrepreneurship, Disinformation, Misinformation, Entrepreneurial Ecosystems, Innovation, Venture Design, Venture Creation, Design Methods, Design Thinking, Design Research, Innovation Ecosystems, New Growth Theory, Interaction Design, Machine Learning, Geographic Information Systems, GIS, Misinformation, HCI, Workflow Design, Information Augmentation, Lean Frameworks, Human Machine Interface, Artificial Intelligence, Business, Transaction Design, Innovation Economics, Economics 3 4 Abstract Current models of entrepreneurship celebrate rapid experimentation and the open sharing of ideas to inspire new innovations in business. These models draw upon a range of resources such as technical expertise, infrastructure, and capital. To provide these resources, public and private institutions have collaborated to build innovation ecosystems to supply entrepreneurs with ideal conditions for business creation, and by extension, to drive regional economic development.
    [Show full text]
  • Design + Data + Behavior May 24 - 25, 2018
    Design + Data + Behavior May 24 - 25, 2018 IIT Institute of Design id.iit.edu Contents 6 Schedule 8 Welcome 9 Introduction 12 Panels 28 Breakout sessions 38 Workshops 50 Sponsors 51 Partners 54 About IIT Institute of Design 55 Acknowledgments 56 Notes 64 Map Design Intersections | IIT Institute of Design 5 Schedule Day 1: Convening At Chez – 247 E Ontario, 2nd Floor 8.30 Breakfast 9.00 Welcome 9.20 Panel: The “Reality/Conceivability” Technology Gap 10.20 Panel: In Algorithms We Trust? Navigating Systems- Based Biases 11.15 Break 11.30 Panel: Design, Data and Behavior: Greater than the Sum of Their Parts 12.25 Lunch + networking at Eataly, 43 East Ohio Street 2.00 Domain breakouts and expert presentations 3.30 Break 3.45 Panel: Looking Around the Corner 4.40 Closing thoughts 5.00 Cocktail reception 6.00 Adjourn 6 Schedule Day 2: Workshops At IIT Institute of Design – 565 W Adams St, 7th floor 8.00 Breakfast 8.30 Session 1 Workshops • Sculpting with Data: Data Collection • Leadership Thought Frames for Innovation • Sustainable Solutions: A New Approach to Systems Design • Working Backwards: The Design Planning (and Doing) of Connected Products and Services 11.30 Lunch 12.30 Session 2 Workshops • Sculpting with Data: Algorithmic Design • Behavioral Design for Organizational Leadership • Designing Live Service Experiments 3.30 Adjourn Design Intersections | IIT Institute of Design 7 Welcome Design. Data. Behavior. Three simple words that are not the least bit simple. “Design” has always been tricky. Any professional designer dreads the seemingly benign conversation-starter: “So, what do you do?” Reply, “I’m a designer” and chances are high the response is, “Oh, interior design?” Say you’re a systems designer and prepare for glazed eyes or a hasty excuse that drinks need refilling.
    [Show full text]
  • Transformational Products
    Matthias Schrader The code behind digital products that are shaping our lives and revolutionizing our economies NEXT FACTORY OTTENSEN — NFO/00/TP ABOUT THE AUTHOR ABOUT THE AUTHOR Matthias Schrader is one of Europe’s digital pioneers. He founded digital marketing and advertising agency SinnerSchrader in the mid-1990s and began to develop e-commerce solutions for startups like Intershop, Ricardo and buecher.de, enabling them to go public earlier than expected. In 1999, SinnerSchrader issued a public offering of its own and was one of only a handful of fledgling companies that survived the so-called “new economy” and actually emerged strengthened by the experience. In 2006, Schrader founded the NEXT Conference which has become the leading symposium for digital transformation in Europe. Today, the author, with his team of more than 500 consultants, designers and software engineers, continues to assist many large DAX index companies to develop cutting-edge digital products. In February 2017, the worldwide management and technology consultancy Accenture announced it was taking a controlling interest in SinnerSchrader for a nine-figure sum. 3 ACKNOWLEDGEMENTS ACKNOWLEDGEMENTS A book like this never just happens. In fact, I was lucky to be able to stand on the shoulders of many more-erudite authors, many of whom I have listed in the appendix. Martin Gassner (product design) and Holger Blank (product engineering) have contributed entire passages. Klaus-Peter Frahm, Michael Schieben and Wolfgang Wopperer-Beholz intro- duced me to the Product Field method, a comprehensive model and tested toolbox for Product Thinking, in 2016 and I am grateful to them for providing the corresponding chapter for this book.
    [Show full text]
  • Learning During a Digital Transformation In
    LEARNING DURING A DIGITAL TRANSFORMATION IN COMMUNICATION DESIGN: FACULTY, PROFESSIONAL, AND STUDENT VIEWS ON CHANGING PEDAGOGICAL PRACTICES by Laura S. Scherling Dissertation Committee: Professor Richard Jochum, Sponsor Professor Olga Hubard Approved by the Committee on the Degree of Doctor of Education Date May 20, 2020 Submitted in partial fulfillment of the requirements for the Degree of Doctor in Education Teachers College, Columbia University 2020 ABSTRACT LEARNING DURING A DIGITAL TRANSFORMATION IN COMMUNICATION DESIGN: FACULTY, PROFESSIONAL, AND STUDENT VIEWS ON CHANGING PEDAGOGICAL PRACTICE Laura S. Scherling Digital technologies have become fundamental to communication designers in their professional practice. The speed of technology change has been profound, and communication design educators, professionals, and students are challenged with reimagining what constitutes an education responsive to digital transformation. Attempts to address these changes have often been reactive, emphasizing digital skills requirements without always examining what practices best support design students as they prepare to pursue careers in various communication design-focused positions. The question of how educators can best prepare and support communication design students for what awaits them in the workplace is at the center of this study. Through mixed-methods research, including both survey analysis and in-depth semi-structured interviews (N=202), this dissertation attempts to answer that question by analyzing practices incorporated by communication design educators, professionals, and students. © Copyright Laura S. Scherling 2020 All Rights Reserved ii ACKNOWLEDGMENTS There are many people who helped me with this process of completing this dissertation. I would like to thank my advisor, Professor Richard Jochum, and the dissertation committee, Professor Olga Hubbard Orvananos, Professor Paulo Blikstein, and Professor Joey J.
    [Show full text]