The UCD Process
The user-centred UCD approach is a design approach of a product or service that is looking to empathise with the user before creation. The method follows the product lifecycle and as such, informs the design. Like this, the design centred around the user needs. This is the UCD process, in a nutshell, told as a bedtime story. It can also be found in the ISO 9241-210:2019 paper covering ergonomics of human-computer interaction.
The Design Thinking approach includes a five-step iterative UCD process. The double diamond model illustrates the divergent and convergent phases of thinking, from understanding the creation and finally the deliverable. It begins by understanding the problem by empathising and defining user needs. The insight gained from this phase is then fed into the Creative state, where different ideas are explored. The delivery phase begins when a prototype is created it is tested with users, and new user insight is again fed back to the next prototype iteration. It ends when the product or service is launched in the real world.
While UX designer's role is pivoting around the design prototype creation, the researcher's purpose is to surface those insights in such a way that it informs the design. The two functions are quite interlaced and work in synergy. Last, the UCD process needs a multi-disciplinary diverse team where designers, developers and business stakeholders collaborate.
Understand
A project might start with a novel idea, a problem or a question, the so-called' research question'. At this point, we are starting with a white canvas. We are open to meet the potential user and try to gain a better understanding, namely a generative method. We could have an idea or a product to put in the users' hands. We then want to see how that might meet their goals, namely an evaluative method.
Whatever the way, it is essential to understand what question you are trying to answer. 'Understand' a reflective phase where a researcher can look for previous work. One may need to search across disciplines and neighbouring technologies for past examples. Now is the time to talk to stakeholders to understand business needs.
Here, I prefer to be mindful of the human values the offering addresses (Being Human-HCI in the year 2020). So I can design with a purpose to augment their life experience, change a behaviour. The impact of the solution should be defined from the onset, so it is measurable (i.e. KPI's). For example, is the application allowing the user to communicate, socialise? Is it enabling them to be creative or be productive in a more effective way?
Create
Design is a creative phase. Either I am designing a Research plan, a discussion guide or a low-fidelity prototype. As a researcher, I draw from a list of research methods to mix what will best answer the question we set out to answer. I might observe, interview or facilitate a workshop with a group of related participants. As a designer, I draw from an array of components in my Library to form a primary User Interface (UI) or prototype to test.
Either way, we move from problem to solution eliciting answers to the research question at hand and morph a concept to test with users. As such, the design decisions are honed in user research rather than assumptions. Hence the design is more likely to respond to our users' needs.
In principle, the lower the prototype fidelity, the more feedback your users share. Hence, testing often and early is beneficial. The more feedback we receive, the more we can perfect the design of the product or service. Thus the fidelity is incremental, and this is why we test in iterations. When possible, I prefer to engage users early and often. Participatory design' methods, help us to democratise the design phase (i.e. IKEA).
Deliver
The purpose of design is to test our concepts. The moment we make contact with the user, we are bound to learn more about the question at hand. In Gestalt terms, contact creates change and development. We will know more than before when we listen in for queues and nuances when we empathise with the user. There's hardly a chance an experiment fails if you set out to listen and empathise with the users. That's the beauty of testing!
Did I mention that the UCD process is team-based? Testing is a significant culmination. It would be a missed opportunity not to engage the stakeholders. They need to listen in, to ask questions to the user and share key learnings at the debriefing. Testing becomes a shared team experience and insight.
Evaluation insights are usually packed into sizeable actionable chunks informing deliverables. They form the user requirements, recommendations, user stories or 'Jobs To Be Done' (JTBD). They are interpreted by designers and actuated by technologists. Insights shape the next phase, moving from Discovery to Alpha, to Beta to Live. If you are following a more Agile approach as such test completes a circle and starts anew. Deliverables are, in essence, an answer to the problem defined during the 'Understand' phase. Research brings value as we know more about the issue and user needs; we change user behaviours through design or move key performance indicator (KPIs) needles.
UX Research Methods
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
UX Design Tools
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
UX Design Software
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.