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Case Study:Olset

Design Team:Marysol OrtegaDiana ArvayoMiguel MedinaMisael León

Prepared by:Marysol Ortega & Misael León

UX Clinic Scenario Swimlanes


The UX clinic is an initiative made to share our design expertise with the software development community. Using different design methods, our aim is to facilitate planning, exploration, concept generation, early prototype iteration, evaluation, and refinement of websites and applications submitted to our program.

Each edition of the UX Clinic culminates in a 25 minute-long episode via Hangout On Air (HOA). We broadcast our process and recommendations for a new case study every three weeks. This report is the final outcome of an analysis we have made for the sixth episode’s case study.

This document compounds findings resulting from utilizing Contextual Inquiry and Scenario Description Swimlanes1, both qualitative research methods that tell the flow of events of multiple actors involved in the experience of a product or service.

We did a series of semi-structured interviews with potential users to discover their barriers, motivations, and interactions, with the purpose of creating new concepts and prototypes for the Olset’s integration with Evernote — this episode’s case study.

UX Clinic Scenario Swimlanes


a. Case Study: Olsetb. Preliminary Analysis: SWOT Analysis / Benchmarkingc. Design Strategy 1. UX Blueprintd. Our Process 1. Contextual Inquiry 2.AffinityDiagrame. Results 1.Dashboard 1.1TrafficSource

1.2LandingPage

1.3AuthorizationScreen

1.4WelcomeScreen

1.5InitialHotelRecommendation

1.6SettingupTravelPreferences

1.7HotelRecommendationFollowup-ReinforcingtheFeedbackLoop

2.ScenarioDescriptionSwimlanesDeliverablef. Conclusionsg. References

UX Clinic Content


Olset is an Information as a Service (IaaS) software company developing new and innovative hotel booking technologies using natural language processing to better understand consumers’ preferences in travel better. Their aim is to expedite the booking process and increase conversions for their Travel Industry partners.

Olset’s algorithm analyzes millions of reviews, extracting people’s sentiments, tailoring travel recommendations based on consumer’s interests at the moment of purchase. Thus delivering increased profits for their website and application partners, Olset’s mission is to deliver the right results to the right user at the right time.

Case Study Olset

Each application or website partner use Olset’s API or widget integration to deliver real-time travel results to the app/website’s users. Depending on the type of partner, each service integration might be slightly different. In this case we are focusing on Olset’s integration with Evernote —“A suite of software and services, designed for note-taking and archiving”2 — since they have one of the largest user base among their partners. Improving the User Experience in this particular integration could benefit a great amount of Olset’s current final users.

http://www.olset.com

Olset's current landing page, November 2014

http://www.olset.com


Case Study Olset

Screenshots of the essential parts from the current Olset+Evernote integration

Step 1 of the Travel Preferences questionnaire The complete information of the hotel recommendation


Prior to select a design method and the specific areas we would be focusing our efforts, we made a SWOT analysis of Olset’s Evernote integration. SWOT analysis stands for an evaluation of Strengths, Weaknesses, Opportunities, and Threats that describe and affect the service. During this preliminary analysis we identified the process of engaging Evernote’s users with Olset’s service was not concise and required the user to jump

PreliminaryAnalysis SWOT & Benchmarking

among multiple platforms and perform a thorough research to understand what the service is about and how to make it work.

The SWOT Analysis provided a framework for understanding the problem we were going to tackle. The analysis allowed us to have an initial evaluation of the current task flow for Evernote’s users when adding Olset’s functionality to the app.

HELPFUL HURTFUL

Strengths WeaknessesINTERNAL Advantages the competition does not have Characteristics that are at a disadvantage

Characteristic ofthe website

* Navigation is quick and simple

* Clean modern interface design

* Full mobile version support

* Product characteristics are thoroughlycommunicated

* Innovative product (IaaS)

* In-person communication channels are open

* Linking to third-party apps suchs aEvernote, Any.do and Outlook is possibleand encourage

* The process of booking for final users is notattractive enough

* Visual dissociation between the process andhomepage

* The gain and advantages of using theproduct are not well established

* There are no clear sections, only a landingpage

* No clear straightforward language

* No FAQs

Opportunities ThreatsEXTERNAL Factors that can aid in reaching a goal Factors that can harm the site functionality

and performance or hinder company's goal

Characteristicsof the

environment andcompetitors

* There are basically no competitors, it's anew way of looking at the travel industry

* They are using their own developedtechnology to enable real-time personalizedresults for traveler

* The descriptions are made by real usersreviews not by the hotels, so it's reliable forpeople

* It's possible to develop a seamlessexperience across devices so users cancomplete the process wherever they prefer

* They don't interact directly with the finaluser, they run "on the back", so they dependon third parties integration

* People that travel often they're always onthe run, so they don't want to spend too muchtime filling out long forms

* Users link their accounts but do notcomplete process on the phone

* People have a hard time grasping what ‘bigdata’ is


After interpreting the results from the SWOT analysis, we decided to work on a proposal for improvements in the integration and on-boarding processes of linking Olset to the users’ Evernote account. This integration process is a key step to activate and enjoy the benefits Olset offers, that is why we identify it as an ideal opportunity for improvement both at the interface and user experience levels.

Right now, the Olset+Evernote integration works as follows: an Evernote user is directed from a traffic source (1) and visits Olset’s landing page and provides an email to begin the process of linking his/her account to Olset (2); then the user authorizes Olset’s integration with his/her Evernote

Design Strategy UX Blueprint

account (3); at that moment, the user is directed to a welcome screen* (4 & 5). After that, the user has to fill out a 6-screen travel preference form in Olset’s website (6-11). The form includes different questions regarding the user’s traveling habits and predilections. As the last on-boarding process step, the user receives an email with a tutorial on how to use Evernote to obtain hotel recommendations (12). Once in Evernote, when the user creates a note that has information related to traveling plans, Olset’s system recognizes the note—if tagged as Olset—and immediately creates a new note providing three hotel recommendations: the best, the cheapest, and the closest (13 & 14).


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A UX Strategy Blueprint help us to establish specific focus points we will be taking into consideration when applying the method:

Challenges ~ Olset currently faces a conversion rate issue with Evernote users, 50% of the landing page visitors do not submit their email addresses to begin the linking process of their Evernote account to the service. Out of that 50%, only 80% finish the process of completing the travel preference form.

Aspirations ~ Our main goal is to create a more efficient task flow for the Olset+Evernote integration, that accounted for the users’ real expectations and behavior while booking a hotel and planning a trip. By applying Contextual Inquiry we expect to understand the emotional scheme behind both planning and booking conducts.

FocusAreas ~ We focus on user motivations, barriers and emotional states experienced while putting together a travel plan, including tools used to organize information generated alongthe process.

GuidingPrinciples~ Translate users’ sentiments into actionable design features enables us to create a task flow including their real needs.

Activities ~ Conduct semi-structured interviews with potential users as a main activity to understand people’s real attitudes. Then, organize collected insights into an Affinity Diagram as a way

to spot emerging behavioral patterns. As a final step, use Scenario Swimlanes to unify the action items of the new proposed task flow.

Measurements ~ The metrics to gauge success of this new task flow would be the increment of the conversion rate of people linking their Evernote account to Olset, setting up their travel preferences, and ultimately, using Olset’s service through Evernote.

DESIGN STRATEGY UX Blueprint


During our process we took a step back and evaluated each interaction between users' way of planning a trip and the tools used to organize all the information that is generated along the way.

To achieve our objectives we conducted semi-structured interviews under the format of Contextual Inquiriesto discover underlying ways in which the Olset+Evernote integration could be done seamlessly.

Contextual Inquiry is a research method that requires the researcher to observe participants doing normal activities while discussing these observations with them . For this activity we recruited 3 potential users that fit the persona profile defined for the case study. Among the necessary characteristics, their traveling rate had to be at least twice a year. Participants needed to have a known degree of self organization, meaning they had to be active users of physical or digital artifacts with a predisposition to invest on long vacations or business travels and organization tools.

Each session consisted of one facilitator guiding the interview and two observers taking notes. We invested an approximate of 40 minutes per interview, where we listened to the participants, and observed the steps they took for the process

of planning and organizing a trip. One of the benefits of Contextual Inquiry is that it allowed us to move from passive observation to a more active role, where we could ask about seemingly little things that people said and did leading into greater insights about their experience.

The interviews were designed to deepen our understanding on the following aspects:

• Daily and weekly routines, professionald and general activities included,• How participants plan a week and what tools they use,• Travel habits, recent trips, and future plans How participants organize a trip,• Specific tools they use to organize a travel plan,• Hotel preferences and the decision making process behind choosing a specific hotel over other options, and• Hotel booking process.

Our Process Contextual Inquiry

Interviewee showing how he uses Evernote to organize different aspects of his life

Interviewee explaining the importance of people's hotel evaluation


OUR PROCESS Contextual Inquiry

Interviewee showing us how he organizes information offline

Interviewee explaining the online organizers she uses User showing how he saves all his information on Evernote


We made emphasis on the barriers participants face during the process of planning and organizing a trip, the motivations behind their actions, and the interactions they have with the particular tools they use.

The following tables contain the insights collected during these sessions.

USER1/30yrsold/Developer/Highlyorganized,notanEvernoteuser,andcurrentlyplanningabigtrip

I prepare Google Maps with points of interest the closer I can to the date I'm traveling because they expire.

I want my hotel to be close to the airport, train station or the points of interest I want to visit.

I use TripAdvisor’s website and its app, because I can also access information offline.

I use Google Keep to take notes, because they’re synchronized across devices. I save things like reminders to go to a particular place.

I use GitHub to organize and prepare a document with my trip details.

I like to use GitHub because unlike Google Keep, it allows me to rollback to older versions in case I messup.

I use BitLy to make customized links of maps and online data about my trip.

I have made 527 modifications to my main trip document, hence the importance of older versions.

On TripAdvisor I search for hotels in a particular city, then rank the results by price according to my budget. Then I sort them again according to users’ reviews.

Users’ reviews are important because a hotel might be expensive because of its supposed quality, but be a mess in reality. So, with reviews you know.

I compare from 5 to 10 hotels that are nearby my point of interest, if I can't book the one I liked the most I choose the second best .

Before booking, I always compare if the price shown on TripAdvisor is the same on the hotel's official site.

On TripAdvisor I can get as much as 1,267 reviews per hotel, numbers don't lie.

It's frustrating to find hotel deals this month and then on the next the price has changed, more expensive than before.

I want the price to be the same at least two months in a row, so I don't have to start over my search.

The main three things I look for in a hotel are: price, location and how well rated is by users.

I like when hotel’s advertised free wi-fi is real.

Free breakfast is a plus, but not really expected.



I want to know what to do in town so I know what hotel to choose. I want to know what's going on near me.

My search steps are: * Look on TripAdvisor for hotels* I dig into the 10 top best rated* I go to lonelyplanet.com to find out what to do in town* Then I filter the common places

I would like to have a definitive guide to visit any city I could trust blindly so I don't waste time doing my own research.

I prepare a trip planning document that I edit as much as I need, then I go back to any version of the document. It also needs to look good if I print it out.

I make my notes on Google Keep because of its synchronicity feature but I’d like to have a password-save feature.

I'd like to have a preview of my planning document.

I don't need images on my planning document, I only need data and web links.

If I had to make a last minute reserveation I would search on TripAdvisor, Booking or a similar website.

Before TripAdvisor I used to search on separate sites but it was time consuming.

On TripAdvisor I like to rank by price and user ratings.

I used Evernote for a little bit but I didn't really get it.

Google Keep has all I need to take notes, checkboxes and the actual note.

I use Password Notes, an app to save sensitive information.



USER2/45yrsold/GovernmentAccountingManager/Highlyorganized,Evernoteexpertuser,usuallytravelstwiceorthreetimesayear

I send all my content to Evernote from different apps: web browser, Twitter, PDFs, articles, e-mail, web-clipper, pending work matters, trips information, and also personal stuff.

I mostly book rooms on Radisson hotel chain because I own reward points I've been using for years now.

I use Hotwire to search for hotel deals.

If I had to I'd searched for hotels around while driving and look for familiar hotel chain names.

The main reason I use Evernote is because of WebClipper, I can cut content on the web and send it directly to Evernote.

I use Evernote to share content with others via Twitter.

I use https://ifttt.com/ to link accounts. If I tweet something sends it to Evernote. If someone tweet something sends it to Evernote.

Evernote is where everything I recollect during the day/week is stored in. Evernote is my notebook.

I synchronize Evernote across devices but I don't use the native client for desktop because I might not trust any computer, so I use the web version.

I started using Evernote from the very beginning of the app. At first I didn't understand what was it with all those features.

I have one main Inbox in Evernote for everything. I even blind copy my Evernote email.

When I travel with my family I book Radisson through the site, I rarely make reservations by phone, I used to do it, though.

I use Hotwire to get hotel deals. I get discount from 100-90 usd to 70-60 usd.

My secretary makes all the bookings related to my business trips.

If I travel alone I only want to sleep, I'm not picky.

When I travel with my family I want the hotel room to be clean, breakfast included, and really, really good Wi-Fi. Also It needs to be spacious.

Me and my family are heavy Internet consumers, we don't want to lose connection while we travel. I have everything I need on the cloud.

I save online and print all the information generated when planning a trip.

When I'm traveling I select some folders to be offline on Evernote.

I organize my trip itinerary before traveling leaving spare time to visit things I'm not aware of just yet.

I'd search a last minute hotel using my GPS, I'd look for a familiar hotel name and if Internet is available I'd look for the amenities included.



I wish Evernote had a better and quicker way to write or capture my notes on the phone, that'd be ideal. Currently the Evernote app is not optimal.

I tag my notes to organize and do better searches. I use many tags on the same note then I filter.

Before Evernote I used to organize everything on notebooks.

I find out about Evernote apps through their Twitter account.

I find useful to plan a trip through Evernote, because that way I have it on my cloud.

I'm not sure what I'd get in return if I link my Evernote account to Olset.

I don't like other apps, like Olset, to access my Evernote notes. My whole life is in there.

I want to be sure no app will access my personal notes to link the account to Evernote.

I have to do research about the company’s app first to grant access to my Evernote account. I want users I trust to recommend it.

I trust an app if people I know has reviewed it, locals, people from my network, not random people from other cities.

Or I could trust an app if it specifies what notes it will retrieve from my Evernote account. What will do and what will not do.

I want to know if I can revoke access to that app from Evernote anytime I want.

What I expect from a travel app linked to my Evernote account is to send me my booking confirmation, any barcodes, my breakfast coupons, my credit card receipt, and notifications about any extra fee.

I want all my hotel stay experience to be recreated as a memory on Evernote.



USER3/28yersold/Developer/Notreallyorganized,travelsoften,recentlyreturnedfromatrip

I receive a weekly e-mail from Momondo with the lowest prices available

I usually search on Kayak for flight deals

I have all my information on my email’s inbox

I use a hostel app to find room deals

When I’m traveling with friends I might use a travel agency to make sure our bookings are done under the same schedule

I use notes on a notepad to save my info, for my routes I use Google Maps and I save my meeting on Google Cal

I plan my itinerary on Google Calendar specifying what I want to do and what places I want to visit

I might look for hotel on my Nexus 10 once I arrive the city

On my latest trip, I made a reservation through Hotdeals.com

I wanted a 3 star hotel around the zone

I only use TripAdvisor to read users' reviews and look for real photos taken by users

I also use iOs reminders and physical post its

I use Blumentrail to make notes of my expenses

I use ITTT to find out about new apps to connect to my Evernote

Hotel must be clean, nearby bus and train stations, and with good internet

I follow users' reviews to choose a hotel

I want room availability so I can easily choose from

Check in - Check out hours must be nice and visible so I know

I'd like to avoid credit card issues when paying

On Momondo I have ranks by price, hours, and then the average of both



The amount of information we gathered was vast and diverse, we needed to sort it out so we could use all ideas effectively, facilitating the decision-making process for a design proposal.

The first step to help us to synthesize the large amount of data was putting the notes from the interviews together and then collectively sum

it up in an Affinity Diagram. During the process of forming clusters of notes with related information, we found relationships between ideas and then gradually structured them from the bottom up into meaningful groups. From there you we could clearly see what we had researched in a single structure.

Our Process Affinity Diagram

Final version of the Affinity Diagram; The post-its in yellow contain the actual quotes from the users, pink notes represent emerging patterns of behavior, blue notes are the main headers that group two or more ideas under a single line of thought, finally the top-most yellow notes represent the guiding principle for the design iteration


The affinity diagram gave us a framework to analyze and rework the user experience of the current Olset+Evernote integration task flow. The following key insights would be our starting point for the design iteration we propose for Olset:

Key Insights:“The most important aspects I look for when choosing a hotel is price and location”“I distrust hotel information if others don't support and recommend it”“I trust my information to apps that are clearly explained only”“I always want to have access to my travel plan”“I want my trip planning tools to be easy to use”

Emerging Patterns of Behavior:

• “I have a specific budget to meet”• “I want my hotel to be near my points of

interest”• “I want the hotel information to be honest and

real”• “I trust what other people say about a hotel”• “I want to know exactly what a hotel has to

offer”• “I want my information to be 100% secured”• “If an app is not clearly explained I don't trust

it”• “I want to have control over the tools I use to

organize my trip”• “I organize my life online and like to be

reminded of my notes”• “I use different online tools to plan my travel”

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OUR PROCESS Affinity Diagram

Ideas that describe what make users choose a hotel

All the users quotes were transcribed and print out

Users made a decision only if they trust the source of information

The ideasa behind the concept of "easy access to data"


We analyzed the key insights generated through the affinity diagram to see how it could be translated into a redesign of the Olset+Evernote integration task flow. The main purpose was to encourage users link their Evernote accounts with the service and ensure the travel preferences form completion.

As a result we generated the following process. It is important to clarify that this task flow does not

Results Olset+Evernote Integration Task Flow Redesign

necessarily correspond directly to each one of the key points, some steps are the combination of two or more of them.

On the next page the new task flow breakdown can be found, each step of the proposed process is described in the following pages of this report.

Affinity Diagram along the design ideas generated to improve the user experience of the Olset+Evernote integration


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1.2. Landing Page

In terms of imagery, we recommend to use elements that represent people's expectations. The more obvious you make it the more users can easily trust it. The landing page is the most important screen, Olset should be able to tell everything it offers in a snapshot.

The landing page covers the aspects participants pointed out to be the most important for them when planning and organizing a trip, focusing on adjusting to their budget and offering the most convenient locations. We captured the aspects that are taken into consideration throughout the decision-making process of choosing a hotel and translated those into selling key points. Our aim is to build trust by being clear and explicit about

how the app works and what the benefits are. The process of building trust in Olset’s service should be the focal point of the landing page, for this reason we advice to get rid of any other alternative strategy for lead acquisition such as offering a special promotion.

During our interviews, participants indicated they would probably trust a service if a friend or someone they knew is currently using it. Another approach for building trust we suggest to use is to advertise recommendations of your service as a way to have social validation and contribute to the development of an emotional connection with your potential users.

1.1. Traffic SourceBased on our research results, users feel more comfortable when people they know endorse an app or a service. Hence we recommend boosting the current marketing campaign via social networks to redirect traffic to Olset+Evernote integration’s landing page.

from the Task Flow Redesign

RESULTS Olset+Evernote Integration Task Flow Redesign

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Design proposal for the landing page, above the content



Design proposal for the landing page, below the fold content


One of the issues we stumbled upon during the contextual inquiries is that Evernote users might store sensitive data in their notes. During an interview a participant expressed reluctance to giving access to any app because as he said ‘My whole life is in there’.

Due to the possibility that users could question Olset’s use of their data, the authorization screen should be clear regarding what Olset will and will not do with the data stored on Evernote. Making a brief clarification saying that Olset will only access the notes with the ‘Olset’ tag could make the difference when giving access.


1.3. Authorization Screenw

We found users care too much about how their information will be managed once access is granted


1.4. Welcome Screen

n order to facilitate users’ onboarding process to the Olset+Evernote integration we designed a tutorial in form of a note. The note will be displayed in their default notebook specifying the next steps for running the service:

1. Create a note2. Tag it as ‘Olset’,3. Get your results!

The purpose is to familiarize users on how the Olset+Evernote integration works and let them try it on their own as soon as possible so they can see the benefits of using Olset. As a final step in this initial note, we recommend setting up an example so people can pilot test how to structure notes to use Olset’s service and as a consequence users will be learning by doing.


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Sample of example note that sets up the stage for the learning by doing experienceThe welcome note as seen on the Evernote web-app


After users create an example note, they will receive an initial recommendation. Since the users have not set up any specific preferences, this initial recommendation will have a low percentage of accuracy in terms of their potential preferences—shown in the form of a progress bar. Now that users know how the service works, they will be prompted to enter a travel preferences to improve their current recommendation results.

1.5. Initial Hotel Recommendation


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Initial hotel recommendation as seen on the Evernote web-app This is how the initial hotel suggestion would look


When users are prompted to fill out their travel preferences they can do it one at a time requiring a very low time investment and they can set up their preferences overtime. According to our research, the most important factor when planning a trip is the budget and the overall quality of the hotel.

1.6. Setting up Travel Preferences


We are incorporating our research results into this part of the process by redirecting users to Olset’s website and asking them about price range and quality hotel as the first travel preference. Once users are done setting their preference, they will receive a follow up on their recommendations with improved results.

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Example of how to set the first travel preference


1.7. Hotel Recommendation Follow up - Reinforcing the Feedback Loop

After providing a travel preference, users will receive a second round of recommendation with improved results based on the information they entered. Users will receive a second recommendation in their Evernote notebook indicating an improvement in accuracy through the progress bar.

Giving the users direct feedback through the progress bar is a way to encourage them to keep adding travel preferences and seeing their results improving overtime.


At the end of the note users would be prompted again to obtain a better match by adding more travel preferences in their profile, the most information they provide to Olset, the most accurate results they can get, eventually reach the 100% mark in accuracy.

Having a feedback loop where users gradually enter their travel preferences for better hotel recommendations encourages engagement with the service while offering immediate results to the users allowing them to experiment the service even if the initial results are not the most accurate.

Users will receive a new recommendation with an increase of matching accuracy


Many factors affect the decision-making process of a user planning a trip. In the course of our research using contextual inquiry we had the opportunity to explore participants’ needs, barriers, and motivations when they organize a trip and book a hotel. By looking at people’s context we were able to identify the multiple actors involved as well as the different tools, mechanisms, and strategies they currently use.

Moreover, we wanted to convey our findings and recommendations in a comprehensive manner showing how we connect users’ experience to Olset’s back-end business processes. The design team decided to use Scenario Description Swimlanes as a UX deliverable to illustrate the activities of multiple actors in the flow of events and how they influence the outcome of the overall user experience.

The diagram on the next page has a number of rows—hence the name of lanes—, that together describe a story or flow of events. Each row describes a different element of that story3:

• The top row is the storyboard lane describing the task flow in a visual way

• The second row is the user experience lane,it is a description of the story above expressed in a diagrammatic way.

• The third row is the business processes lane, describing what is the business flow that matches the top two lanes

• The fourth row is the tools and systems lane, it is more operational and about specific resources including technical systems, such as servers, databases, spreadsheets, etc., that support the business processes.

Results Scenario Description Swimlanes Deliverable


Storyboard User Experience Business Process Tools & Systems

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Our aim with the entire process we went through as a design team is to invite Olset implement our recommendations on their next design iteration. Our ultimate goal is that the investment of our expertise and time can bring a positive impact into Olset’s business objectives while improving the overall experience of their users, specifically in the process of integrating Olset with Evernote.

As a summary we have a series of takeaways that compile the main findings:

The use of social recommendations as a way to build trust in the service.The importance of explaining with clarity how the service works, what type of information it is and it is not going to access, and its benefits.We provide a diagram in the form of Scenario Description Swimlanes where we merged and decreased the number of steps necessary for the Olset+Evernote integration and the onboarding process.One of the main changes we recommend for this new onboarding process is to engage users first by offering and showing them the type of hotel recommendations they will be receiving and gradually ask for their travel preferences.

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Final RecommendationsConclusions

In addition to any recommendation we can give to Olset —our featured case study—, we would like this report to be a resource for designers and non-designers getting started using design methods and incorporating users’ input into their design process. Through the UX Clinic report we share our process, the type of design methods we use, and most importantly how we use those methods and adapt them to each project’s unique characteristics, finally transforming people’s insights into experience design, mainly for online platforms and services.

Lastly, we would like to invite designers and non-designers to feel free to contact us if you want to chat about UX Design or participate on an episode of the UX Clinic. We want also to extend an invitation to all startups and companies that would like to obtain UX guidance to submit your case study to our initiative, we will contact you and see if you are a good fit for our program, and hopefully be featured in one of our upcoming episodes.

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[email protected]

http://theuxclinic.com

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Scenario Swimlanes References

1 Martin, Bella, Bruce Hanington. Universal Methods of Design: 100 Ways to Research Complex Problems, Develop Innovative Ideas, and Design Effective Solutions, Kano Analysis, Method #72. Beverly, MA: Rockport Publishers, 2012

2Wikipedia: Evernotehttp://en.wikipedia.org/wiki/Evernote

3 Swimlanes: An Interview with Yvonne Shek, 2009http://unify.eightshapes.com/page-pattern/yvonne-shek-interview/


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ux clinic scenario swimlanes · development community. using different design methods, our aim is...

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