[ contents ]
Part I Rethinking “the” Experience
Chapter 1 The Six Minds of Experience 3
Vision, Attention, and Automaticity 4
Chapter 2 In the Blink of an Eye: Vision, Attention, and Automaticity 9
From Representations to Experiences 9
Unconscious Behaviors: Caught You Looking 12
Our Visual System Creates Clarity When There Is None 16
Chapter 3 Wayfinding: Where Am I 19
The Ant in the Desert: Computing Euclidean Space 19
Locating Yourself in Physical and Virtual Space 21
Where Can I Go? How Will I Get There? 22
Testing Interfaces to Reveal Metaphors for Interaction 25
Thinking to the Future: Is There a “Where” in a Voice Interface? 28
Abstracting Away the Detail 31
The Value of Understanding Mental Models 38
Acknowledging the Diversity of Types of Mental Models 39
Chapter 5 Language: I Told You So 41
Wait, Didn’t We Just Cover This? 41
“What We’ve Got Here Is Failure to Communicate” 44
Chapter 6 Decision Making and Problem Solving: Enter Consciousness, Stage Left 47
What Is My Problem (Definition)? 48
How Might Problems Be Framed Differently? 49
Finding the Yellow Brick Road to Problem Resolution 52
When You Get Stuck En Route: Subgoals 52
Chapter 7 Emotion: Logical Decision Making Meets Its Match 55
Too Much Information Jamming Up My Brain! Too Much Information Driving Me Insane! 56
Competing for Conscious Attention 58
Getting to Deep Desires, Goals, and Fears 59
Chapter 8 User Research: Contextual Interviews 63
Why Choose a Contextual Interview? 63
Empathy Research: Understanding What the User Really Needs 65
Recommended Approach for Contextual Interviews and Their Analysis 70
Chapter 9 Vision: Are You Looking at Me 83
Where Are Their Eyes? Eye-Tracking Can Tell You Some Things, But Not Everything 84
Chapter 10 Language: Did They Just Say That 95
Prepping Raw Data: But, But, But… 96
Reading Between the Lines: Sophistication 96
Chapter 11 Wayfinding: How Do You Get There 103
Where Do Users Think They Are? 104
How Do They Think They Can Get from Place A to Place B? 105
What Are Those Expectations Based On? 106
Case Study: Distracted Movie-Watching 109
Chapter 12 Memory: Expectations and Filling in Gaps 111
Chapter 13 Decision Making: Following the Breadcrumbs 121
What Am I Doing? Goals and Journeys 122
Gimme Some of That! Just-in-Time Needs 122
Chart Me a Course: The Decision-Making Journey 124
Chapter 14 Emotion: The Unspoken Reality 129
Live a Little (Finding Reality, Essence) 130
Analyzing Dreams (Goals, Life Stages, Fears) 131
Getting the Zeitgeist (Person versus Persona-Specific) 133
A Crime of Passion (In the Moment) 135
Part III Putting the Six Minds to Work in Your Designs
Affinities and Psychographic Profiles 141
Challenging Internal Assumptions 155
Ending an Outdated Practice: See/Feel/Say/Do 156
Chapter 16 Putting the Six Minds to Work: Appeal, Enhance, Awaken 161
Appeal: What People Say They Want 161
Awaken: Realizing Loftier Goals 165
Chapter 17 Succeed Fast, Succeed Often 173
Divergent Thinking, Then Convergent Thinking 173
First Diamond: Discover and Define (“Designing the Right Thing”) 174
Second Diamond: Develop and Deliver (“Designing Things Right”) 175
Learning While Making: Design Thinking 177
Don’t Mind the Man Behind the Curtain: Prototype and Test 179
Test with Competitors/Comparables 182
Chapter 18 Now See What You’ve Done 185
Empathy on Multiple Levels 186
Evidence-Driven Decision Making 189
Chapter 19 How to Make a Better Human 195
Symbolic AI and the AI Winter 196
Artificial Neural Networks and Statistical Learning 197
I Get By with a Little Help from My (AI) Friends 200