User and task analysis for interface design
User and task analysis for interface design
Contextual design: defining customer-centered systems
Contextual design: defining customer-centered systems
Rapid ethnography: time deepening strategies for HCI field research
DIS '00 Proceedings of the 3rd conference on Designing interactive systems: processes, practices, methods, and techniques
The Inmates Are Running the Asylum
The Inmates Are Running the Asylum
Pastiche scenarios: Fiction as a resource for user centred design
Interacting with Computers
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Anxiety of patients in the waiting room of the emergency department
Proceedings of the fourth international conference on Tangible, embedded, and embodied interaction
The Essential Persona Lifecycle: Your Guide to Building and Using Personas
The Essential Persona Lifecycle: Your Guide to Building and Using Personas
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Although an essential part of customer-centered design is the customers themselves, in some circumstances, talking with them is not always an option. What can designers do in such situations to better understand peoples' physical, cognitive, and emotional needs? In this paper, we discuss our attempts to elicit customers' needs and emotions without talking with them. We discuss how we: 1) used customer surrogates (in the form of direct-experience storyboarding, personas and narratives) to understand customers' frustrating and pleasurable experiences with a national, public library; 2) communicated the customer experience to stakeholders and helped them empathize with customers; and 3) relied on the personas and narratives to develop design recommendations.