Contents
Chapter 1: User Experience and Why It Matters
Expectations and User Experience
User Experience vs. Consumer Experience
User Experience Applies to Everything
Chapter 2: User Experience and Why It Matters
Characteristics of Successful User Experience Innovation
The Value of User Experience Innovation
Does Innovation Conflict with Good User Experience?
Chapter 3: Identifying Target Users
Targeting a Predefined User Group
Designing for Multiple Target Groups
Chapter 4: Identifying User Needs
User Needs vs. Fundamental Human Needs
Approaches to Identifying Needs
Interviewing Users or Potential Users
Rules for Interviewing End Users
Chapter 5: Identifying Core Tasks
Characteristics of a Core Task
Core Tasks Differ for Different Groups
Core Tasks Link Back to User Needs
What Makes a Task Evolve into a Core Task?
Why Innovate Around Core Tasks?
Method for Identifying Core Tasks
Step 1: Identify or Define Your Target Users
Step 2: Identify the User Needs of the Target Users
Step 3: Identify the Core Tasks of Your Product
Step 4: Identify Potential Future Core Tasks
Step 5: Document Your Preliminary Core Tasks
Step 6: Verify and Prioritize Your Core Tasks
Step 7: Identify the Top Core Tasks for Your Product
Step 8: Process and Document the Results
Chapter 6: Innovating Around Core Tasks
Step 1: Identify Target Users, User Needs, and Core Tasks
Step 2: Identify Potential Future Core Tasks
Step 3: List Current Solutions for the Core Tasks
Step 4: Evaluate the Current Solutions for the Core Tasks
Step 6: Document the Results and Process the Output
Chapter 7: Innovating for New Technologies
Technologies As Sources for User Experience Innovation
Creating User Experience Innovation Around Technologies
Step 1: Identify Target User Needs
Step 2: Identify Potential Capabilities of the New Technology
Step 3: Put the Technology in the Center
Step 4: Innovate Solutions Based on Customer Needs and Technology Capabilities
Step 5: Document the Results and Process the Output
Using Core Tasks or Pain Points as an Alternative Approach
Chapter 8: Innovating for Applications
Step 1: Identify Target User Needs
Step 2: Identify Applications to Interact With
Step 3: Create a diagram with your application in the center
Step 5: Document the Results and Process the Output
Step 1: Identify Current Pain Points
User Experience Expert Teardown
Pain Points in a TV Remote Control
Step 2: Find the Underlying Causes
The Remote Control Does Not Work Unless I Point It Directly at the TV
I Cannot Turn the Volume Down Quickly Enough When I Have to Answer a Phone Call
The Remote Control Does Not Work Unless I Point It Directly at the TV
I Cannot Turn the Volume Down Quickly Enough When I Have to Answer a Phone Call
Improved Remote Control: The Final Result
Step 5: Document the Results and Process the Output
Chapter 10: Innovating Around First Impressions
Why First Impressions Are Important
Characteristics of a Successful First Impression
Method for Innovating Around First Impressions
Step 1: Identify Core First Impression Tasks
Step 2: Identify First Impression Pain Points
Step 4: Document the Results and Process the Output
Chapter 11: Creating Positive Surprises: The Wow Factor
Intelligence and Context Awareness
Creating Positive Surprises and Wows for Core Tasks
Creating Positive Surprises and Wows for the First Impression
Chapter 12: Innovating Around an Ecosystem
Step 1: Identify Target User Needs and Potential Future Core Tasks
Step 2: Identify Your Potential Ecosystem
User Needs for Identifying Ecosystem Elements
Core Tasks for Identifying Ecosystem Elements
Pain Points for Identifying Ecosystem Elements
Step 4: Innovate Around Your Ecosystem
User Needs, Core Tasks, and Pain Points
Step 5: Document and Process the Results
Chapter 13: Innovating with Lead Users
Intellectual Property and Secrecy Concerns
Step 2: Prepare for the Workshop
Step 4: Document the Results and Process the Output
Chapter 14: Copying with Pride
Step 1: Identify Potential Solutions from a Competitor Product
Step 2: Categorize Competitor Solutions
Solutions That Cover Core Tasks but Are Hidden
Solutions That Cover Core Tasks but Have Moderate or Serious Pain Points
Solutions That Aren't Part of a Core Task but Have Nice Visual Design
Solutions That Aren't Part of a Core Task but Have Some Interesting Interaction Elements
Chapter 15: Innovating Around Paradoxes
Step 2: Innovate Solutions Around Paradoxes
Mismatch Between Need and Actual Usage
Relying on Other Products for Core Tasks
Multiple Target User Groups with Conflicting Needs
Business Structure vs. End-User Needs
Video Conversion Software Example
Step 3: Document and Verify Solutions
Chapter 16: Innovating Around Context Awareness
Step 1: Identify Target User Needs
Step 2: Identify Current Sensing Capabilities
Step 3: Innovate Context Awareness Abilities
Step 4: Document Your Results and Verify Solutions
Chapter 17: Innovating Around New Products and Users
Learning to Design for Great User Experience
Steps Needed to Design for Successful User Experience
Step 1: Identify or Define Your Target Users
Step 2: Identify Target User Needs
Step 3: Find and Prioritize Core Tasks for New Target Users
Step 4: Identify Key Core Tasks
Step 5: Design and Innovate Basic User Experience Elements
Step 6: Identify and Design Needed Technologies
Step 7: Identify Applications and Innovate
Chapter 18: Prototyping and Verifying Solutions
Chapter 19: Meeting Organizational Challenges
Technology vs. User Experience
The “I Know What the Users Want” Attitude
Getting Lost in Big Organizations
Provide Examples from Competition
Deliver Great Ideas and Prototypes
Let Decision-Makers Participate in Usability Tests