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What Other People Say
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What Other People Say
by Christian Kraft
User Experience Innovation: User Centered Design that Works
Title
Contents
About the Author
What Other People Say
Harri Kiljander, PhD, Director User Experience Design, F-Secure Corporation:
Michael McKay, Sr Director, Design Language and Mobile Experiences, Yahoo!Design:
Panu Korhonen, Managing Director, Nordkapp:
Erik Anderson, Vice President, Strategy, Business Development, and Portfolio Management, Nokia:
Peter Dam Nielsen, Customer Experience Leader, Schneider Electric:
Acknowledgements
Introduction
The Importance of User Experience
The Goal for This Book
Motivation
Why This Book?
Overview of Successful User Experience Innovation Methods
Overview of Methods and Chapters
Chapter 1: User Experience and Why It Matters
What Is User Experience?
User Experience Curve
Expectations and User Experience
User Experience vs. Consumer Experience
First Impressions Last
Long-Term User Experience
Positive Surprises (Wows)
User Experience Applies to Everything
Summary
Chapter 2: User Experience and Why It Matters
The Three Levels
Characteristics of Successful User Experience Innovation
The Value of User Experience Innovation
Does Innovation Conflict with Good User Experience?
Summary
Chapter 3: Identifying Target Users
Defining New Target Users
Targeting a Predefined User Group
Determining the Group Size
Designing for Multiple Target Groups
Summary
Chapter 4: Identifying User Needs
User Needs vs. Fundamental Human Needs
User Needs vs. Core Tasks
Types of User Needs
Approaches to Identifying Needs
Rules for Interviewing End Users
Documenting User Needs
Summary
Chapter 5: Identifying Core Tasks
Characteristics of a Core Task
What Makes a Task Evolve into a Core Task?
Time-Critical Core Tasks
Potential Future Core Tasks
Why Innovate Around Core Tasks?
Method for Identifying Core Tasks
Summary
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 5: Innovate Solutions
Step 6: Document the Results and Process the Output
Summary
Chapter 7: Innovating for New Technologies
Selecting Technologies
Technologies As Sources for User Experience Innovation
Creating User Experience Innovation Around Technologies
Using Core Tasks or Pain Points as an Alternative Approach
Summary
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 4: Innovate Solutions
Step 5: Document the Results and Process the Output
Summary
Chapter 9: Relieving the Pain
Benefits
The Method
Step 1: Identify Current Pain Points
Step 2: Find the Underlying Causes
Step 3: Verify Your Causes
Step 4: Innovate Solutions
Step 5: Document the Results and Process the Output
Summary
Chapter 10: Innovating Around First Impressions
Why First Impressions Are Important
Characteristics of a Successful First Impression
Method for Innovating Around First Impressions
Summary
Chapter 11: Creating Positive Surprises: The Wow Factor
Characteristics
How to Wow
Methods for Innovating
Avoid Unnecessary Wows
Summary
Chapter 12: Innovating Around an Ecosystem
Introducing the Method
Step 1: Identify Target User Needs and Potential Future Core Tasks
Step 2: Identify Your Potential Ecosystem
Step 3: Draw Your Ecosystem
Step 4: Innovate Around Your Ecosystem
Step 5: Document and Process the Results
Summary
Chapter 13: Innovating with Lead Users
Intellectual Property and Secrecy Concerns
Step 1: Find Lead Users
Step 2: Prepare for the Workshop
Step 3: Run the Workshop
Step 4: Document the Results and Process the Output
Summary
Chapter 14: Copying with Pride
Step 1: Identify Potential Solutions from a Competitor Product
Step 2: Categorize Competitor Solutions
Step 3: Innovate Solutions
Step 4: Verify Solutions
Concerns
Summary
Chapter 15: Innovating Around Paradoxes
Step 1: Identify Paradoxes
Step 2: Innovate Solutions Around Paradoxes
Step 3: Document and Verify Solutions
Summary
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
Concerns
Summary
Chapter 17: Innovating Around New Products and Users
Learning to Design for Great User Experience
Steps Needed to Design for Successful User Experience
Summary
Chapter 18: Prototyping and Verifying Solutions
Prototyping
Verification
Summary
Chapter 19: Meeting Organizational Challenges
Technology vs. User Experience
The “I Know What the Users Want” Attitude
Ignorance
Getting Lost in Big Organizations
Solutions and Methods
Summary
Conclusion
Index
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Harri Kiljander, PhD, Director User Experience Design, F-Secure Corporation:
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