The aim of user experience is to understand how people think, make descisions and interact with your app, online offering or service. Understanding the drivers, needs and intentions that customers have can help provide a great user experience. I use various UX methodologies to undertand mental models, social and cultural influences, intent (needs and drivers or motivations), as well as variances in attitudes and behaviours. An important part of the work I do it to highlight the 'voice of the customer' within the projects I work on.
As a UX/Interaction Designer I am responsible for conducting research, delivering user testing sessions, facilitating collaborative design groups, card-sorting sessions, key finding reports, user experience flows, interaction diagrams, information architecture (IA), mockups/wireframes, prototypes, visual UI design, HTML and CSS and detailed interaction documentation.
HCD Design Approach
lean ux cycle
why we do customer research
Mental models and user experience flows help designers, developers, UX & IA staff and project managers understand the relationship peoples attitudes, learning types and their actual behaviour when interacting with physical or digital media, products & services and their environments. Mental models can also help identify common patterns as well as gaps or differences amongst a target audience.
mapping the user experience
ux research outputs
service design blueprinting
Service design is ideal for capturing not only the customer journey but also how an organisation delivers that experience at every touchpoint. Applying a front-of-stage (customer experience) and back-of-stage (service delivery) approach helps identify pain-points, frustrations, gaps and opportunites for organisations.
Encapsulating various customer mental models into a structured solution uses a design technique known as a conceptual model. This type of model accommodates how customers categorise and relate to different tasks and information.