Both qualitative and quantitative methods of user research play important roles in product development. Data from quantitative research—such as market size, demographics, and user preferences—provides important information for business decisions. Qualitative research provides valuable data for use in the design of a product—including data about user needs, behavior patterns, and use cases. Each of these approaches has strengths and weaknesses, and each can benefit from our combining them with one another. This month, we’ll take a look at these two approaches to user research and discuss how and when to apply them. Read More
Editor’s note: Since writing this column, Steven has done additional user research and has updated his design guidelines for mobile phones accordingly. Read his latest column on this topic: “Design for Fingers, Touch, and People, Part 1.”
As UX professionals, we all pay a lot of attention to users’ needs. When designing for mobile devices, we’re aware that there are some additional things that we must consider—such as how the context in which users employ their devices changes their interactions or usage patterns.  However, some time ago, I noticed a gap in our understanding: How do people actually carry and hold their mobile devices? These devices are not like computers that sit on people’s tables or desks. Instead, people can use mobile devices when they’re standing, walking, riding a bus, or doing just about anything. Users have to hold a device in a way that lets them view its screen, while providing input.
In the past year or so, there have been many discussions about how users hold their mobile devices—most notably Josh Clark’s.  But I suspect that some of what we’ve been reading may not be on track. First, we see a lot of assumptions—for example, that all people hold mobile devices with one hand because they’re the right size for that—well, at least the iPhone is.  Many of these discussions have assumed that people are all the same and do not adapt to different situations, which is not my experience in any area involving real people—much less with the unexpected ways in which people use mobile devices. Read More
Until recently, I never saw the value in customer journey maps. In fact, throughout my career, I’ve even struggled with the value of personas and scenarios. Many times, stakeholders would just skim over them after our presentations or use them only to prove we were making progress on a project. Design teams, with the best intentions, made every effort to keep personas alive and breathing, only to succumb to other project pressures that demanded annotation, use cases, and itemized requirements.
So why have I written an article on the value of customer journey maps? How did I manage to reach the conclusion that customer journey maps are not only a worthy and effective tool, but also a crucial element on large, enterprise user experience (UX) projects? Because I saw them have a significant impact on a recent project with The Boeing Company, and I’m now a believer.
In this article, I’ll attempt to illustrate the virtues of customer journey maps, the necessary ingredients that make them an intelligent deliverable that encourages conversation and collaboration, and the role they can play in effecting real change in large organizations. Read More