My Process

This is an outline of the iterative User Centered Design process I work to. Evidently, in real-project scenarios we’re not always in a position to work on this in a true linear fashion. But largely throughout my career this has been a similar process no matter the organisation or client. The iterative nature to this that means that I can reach the point of testing and return to re-evaluate and theorise more strongly by reviewing elements or tools within any of the prior stages to bolster my output.

1: DISCOVERY

Listening and learning from our users. This phase involves as much collection of information from our users as possible with the aim of learning about their needs and motivations using some or a combination of the following user research processes:

• Stakeholder interviews

• Call listening

• Analytics

• Observation of user journeys

• Customer reviews and stated issues

• User interviews

• Research repositories

2. UNDERSTANDING

The next stage is to take the user research pulled together in Discovery phase and sort this in order to spot trends and then understand user behaviours and motivations. This data and raw observation is then then taken into some or a combination of the following processes:

• Design Sprints (Jake Knapp approach)

• Friction mapping

• Personas

• JTBD

• User stories & journeys (variety of methods)

• Experience mapping

• Blue printing

4. TESTING (& ITERATION)

I then follow up with whether my theory proposed prior to Prototyping did prove to be true to the customer or user’s goals. This stage can be iterated a few times and adapted depending on the understanding gained from the various testing processes and further data this may provide. It is not uncommon for this to be repeated a few times to refine the solution:

• Long form usability testing (in person)

• Remote unmoderated usability testing

• Accessibility testing

• Iterative prototyping

• User interviews with super users

3. PROTOTYPING

Following the mapping and organisation of the user research in Understanding, I would then put together a theory or hypothesis on how the design or improvement to the digital journey would work to the established goals of the customer or user. Turning this into what looks and feels like a real product providing a real solution. The process to do so takes a combination of methods and resources:

• Design system

• Card sorting

• Information architecture

• Wireframe

• Prototype (High fidelity)