People-centered Design

A map of whose journey?

Journey Maps Are Great! But Whose Journey Should They Map?​

Journey maps, experience roadmaps, customer experience journeys are all common tools nowadays, but a key question that needs to be asked is “whose journey are we mapping?” and is that the right person?

In the context of cancer treatment and radiation therapy (and numerous other domains) there are many different people we can draw the journey of, but it isn’t easy to draw them all in the same map.

Usability considered harmful …?

Not necessarily the same as gathering input from users, ‘usability’ often implies a rigorous testing of a product or interface (in A-B testing or similar). But such rigorous, data-driven processes can arguably be quite detrimental to successful product or service design.

The importance of empathy

Who needs to understand who? But with whom? Most work focuses on our empathy with our customers or users, but it may often be the case that we need empathy with our colleagues even more.

UX strategy or Design Strategy?

Brand strategy and design strategy seem to be well understood terms, but the idea of an experience strategy seems to be a step too far for many (is it not just the same as one these other two?).

THE HAZARDS OF USER DATA AND FEEDBACK …

It seems almost sacrilegious to say it, but I think it is really important to maintain significant caution around data obtained from user feedback, testing or group discussions. Too often I hear people proudly say that all their design decisions are based on feedback from users, or one hears leadership asking that all the design decisions be based on documented data from user feedback. These attitudes are, of course, well-founded, but at the same time they are seriously misguided – and for a number of different reasons …

Maps are Selective

Journey maps, user mapping, and many other methods all aim to produce a map of some facet of the user experience. In this context it is useful to reflect on the fact that 2D representations of a 3D world are always inaccurate – even while being phenomenally useful.

The compelling touchscreen – who benefits?

Touchscreens and touch interfaces are all the rage – but is this a people-centred movement? Arguably the strongest push for the use of touchscreens is the updatability of them – with a firmware update the UI can be changed significantly. But there are also strong marketing pressures as it is a common belief that touchscreens make a product feel more modern and innovative. Nowhere is this more apparent than in the car, where touchscreens increasingly dominate despite very good reasons to doubt their value to the driver.

Interviewing Users

Which People?

Delivering radiation therapy

Buying headphones

Experience is infinite

Medical Equipment