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SKILLS & PROCESS

A good human-centred design process should have empathy at its heart. It should seek to achieve the goals of the business through the lense of its users.

Skills & Process: Skills

STRATEGY

This phase is focused on understanding the company's short and long term vision, making sure that the UX strategy accurately articulates the brand, the ecosystem it lives in, what it wants to achieve for this project, how we can help measure success, collecting current metrics to do that and understanding the priorities and context of the project.

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STRATEGIC ACTIVITIES

  • Stakeholder interviews

  • Framing the problem

  • Competitor analysis

  • Analytics review

  • Heuristic evaluations

USER RESEARCH

This phase of research seeks to learn about the goals and motivations of it's customers or users and to understand their context of use. Findings from analysis of user research should be fed back into the strategy and inform the reframing of the initial brief.

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RESEARCH ACTIVITIES

  • User interviews

  • User observations

  • Contextual enquiry

  • Card sorts

  • Surveys

ANALYSIS

Now that we have all that great data it's time to figure out what it all means and extract insights. At this stage we want to show these finding back to the stakeholders (business, subject matter experts and users) to validate any assumptions and hypotheses.

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ANALYSIS ACTIVITIES

  • Insight generation

  • Affinity mapping

  • User needs mapping

  • User flows

  • Personas

  • User journey maps

  • Service blueprints

IDEATION AND DESIGN

We want to start generating lots of ideas with the project team, stakeholders and users, then narrow these down to the the ideas with the least friction and assumptions attached, as well as check how these ideas map to user needs.

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IDEATION AND DESIGN ACTIVITIES

  • Design principles

  • Concept & sketching workshops

  • Wireframes

  • Screen flows

  • Low and high fidelity prototypes

  • User interface design

  • Conducting UX reviews

  • Design systems for consistency and efficiency at scale

PROTOTYPING

Time to prototype the chosen ideas. Low fidelity is good to start with, then increasing fidelity as we go. Sometimes we need a lightweight prototype to test a minor interaction and other times we want to prototype as much of the end-to-end experience as possible, because products live within ecosystems and products are only as strong as the weakest part of that ecosystem.

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PROTOTYPING ACTIVITIES

  • Paper prototypes

  • Clickable prototypes

  • Service or experience prototypes

USABILITY

At this point we need to look at who and where our users are. So we use our personas and key findings picked up during stakeholder and user interviews to inform the usability strategy and create solid protocols that we can use to test with real end-users.

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USABILITY ACTIVITIES

  • Global usability strategy

  • Creating protocols

  • Usability training

  • Test facilitation

  • Reporting in regulated industries

BUILD

We have spent some time working through iterations of the ideation, design and test cycles until we have a product or service we want to go forward with and build.

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BUILD ACTIVITIES

  • Create specifications

  • Work closely with engineers

  • Design for unexpected technical issues

MEASURE

We want to see how the product or service is performing in the field. Is it achieving what we set out to do?

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MEASURE ACTIVITIES

  • Conduct field previews

  • Surveys

  • Analytics

  • Service desk stats

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