customer centred design - an introduction
TRANSCRIPT
customer centred design An introduction
Organisations need to find a balance between
Customer requirements Business requirementsand
But first we need to Understand
& implement
Customer Centred Design… also known as UCD/HCD
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
When Customer Centred Design is NOT used
Things can go wrong
Terribly wrong……..
Surely not that wrong
The client says“I want two urinals in every toilet”
The user gets……..
Customer centred design
Looks at the environment from a
USERS perspective
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…….
uxweek2007.adaptivepath.com/slides/uxweek-slides_derouchey_learning_ixd_from_everyday_objects_notes.pdf
Customer centred design
Looks at The environment
& the language from a USERS perspective
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 needThe user gets ……
uxweek2007.adaptivepath.com/slides/uxweek-slides_derouchey_learning_ixd_from_everyday_objects_notes.pdf
Customer centred design
Looks at The environment
the language & the use of something from
USERS perspective
The client says“I want to make it easier for users to find a car park”
UCD looks at The environment
The languageAnd the use
From the users perspective
The user gets……..
uxweek2007.adaptivepath.com/slides/uxweek-slides_derouchey_learning_ixd_from_everyday_objects_notes.pdf
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…
Understanding customers
• Context• Who• Why• How • When
Some of the tools
• Personas • Mental modelling• Wire framing • Use case’s
Questions ?