CITIZEN EXPERIENCE &DESIGN RESEARCH

CYDHARRELL

UX RESEARCHER

CFA MENTOR

OAKX DEC. 2012

DATA POLICY TECH

CITIZEN EXPERIENCE

DESIGN

311 Story slide

@sf311 GG Park sprinklers on full blast this AM; ground already soaked & mud starting from heavy fog - very wasteful, anything you can do?

@cydharrell: thanks, we'll look into it, your ticket number is xxxxxx

…about 45 minutes…

PUBLIC EXPERIENCE

DESIGN VALUES

RESPECT

PARTICIPATION

UNITY

RESPECT

PARTICIPATION

UNITY

EMPATHY

“The best tool for resolving disputes within a design team, for making design decisions based on data rather than opinion, is sitting next to someone who is a real person who wants to accomplish something as they use your design to do it.”

--Dana Chisnell, August 2, 2010

NOT

But timing is everything

#2

SOMEONE WHO

NEEDS TO DO

THE THING

SOMEONE IN

THE CROWD

THEIR

CONSENT

YOUR THANKS

NO BUTTERFLY

EFFECT

YES NO

THE MOST STRIKING TRUTH OF THE CURVE IS THAT ZERO USERS GIVE ZERO INSIGHTS.--JAKOB NIELSEN

ONE THIS IS

YOUR

HOMEWORK

THANK YOU

CREDITSDMV photo: http://www.flickr.com/photos/graciepoo/Nielsen 5 users: http://www.useit.com/alertbox/20000319.htmlButterflies: http://openclipart.org/detail/124339/cartoon_butterfly_dw3-by-kizzyblueAliens: Simpsons Treehouse of Horror VII: Citizen Kang

QUESTIONS? @CYDHARRELL