Contextual Design Defining Customer Centered Systems

This is the only book that describes a complete approach to customer-centered design, from customer data to system design. Readers will be able to develop the work models that represent all aspects of customer work practices.

Contextual Design: Design for Life, Second Edition, describes the core techniques needed to deliberately produce a compelling user experience. Contextual design was first invented in 1988 to drive a deep understanding of the user into the design process. It has been used in a wide variety of industries and taught in universities all over the world. Until now, the basic CD approach has needed little revision, but with the wide adoption of handheld devices, especially smartphones, the way technology is integrated into people’s lives has fundamentally changed. Contextual Design V2.0 introduces both the classic CD techniques and the new techniques needed to "design for life", fulfilling core human motives while supporting activities. This completely updated and revised edition is written in a clear, informal style without excessive jargon, and is the must-have book for any UX Design library. Users will find coverage of mobile devices and consumer and business products, all illustrated with new examples, case studies, and discussions on how to use CD with the agile development and other project requirements methods. Provides tactics on how to gather detailed data on how people live, work, and use products Helps develop a coherent picture of a whole user population Presents tactics on how to use the seven "Cool Concepts" to support core human motives and generate new product concepts guided by user data, ideation techniques, and principles key to producing a compelling user experience Explains how to structure the system and user interface to best support the user across place, time, and platform

Contextual Design is a user-centered design process that uses in-depth field research to drive innovative design. Contextual Design was first invented in 1988 and has since been used in a wide variety of industries and taught in universities all over the world. It is a complete front-end design process rooted in Contextual Inquiry, the widespread, industry-standard field data gathering technique. Contextual Design adds techniques to analyze and present user data, drive ideation from data, design specific product solutions, and iterate those solutions with customers. In 2013, we overhauled the method to account for the way that technology has radically changed people’s lives since the invention of the touchscreen phones and other always-on, always-connected, and always-carried devices. This book describes the new Contextual Design, evolved to help teams design for the way technology now fits into peoples’ lives. We briefly describe the steps of the latest version of Contextual Design and show how they create a continual immersion in the world of the user for the purpose of innovative product design. Table of Contents: Introduction / Design for Life / Field Research: Data Collection and Interpretation / Consolidation and Ideation: The Bridge to Design / Detailed Design and Validation / Conclusion / References / Author Biographies

Publisher Description

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.

Is it impossible to schedule enough time to include users in your design process? Is it difficult to incorporate elaborate user-centered design techniques into your own standard design practices? Do the resources needed seem overwhelming? This handbook introduces Rapid CD, a fast-paced, adaptive form of Contextual Design. Rapid CD is a hands-on guide for anyone who needs practical guidance on how to use the Contextual Design process and adapt it to tactical projects with tight timelines and resources. Rapid Contextual Design provides detailed suggestions on structuring the project and customer interviews, conducting interviews, and running interpretation sessions. The handbook walks you step-by-step through organizing the data so you can see your key issues, along with visioning new solutions, storyboarding to work out the details, and paper prototype interviewing to iterate the design—all with as little as a two-person team with only a few weeks to spare! Includes real project examples with actual customer data that illustrate how a CD project actually works Covers the entire scope of a project, from deciding on the number and type of interviews, to interview set up and analyzing collected data. Sample project schedules are also included for a variety of different types of projects Provides examples of how-to write affinity notes and affinity labels, build an affinity diagram, and step-by-step instructions for consolidating sequence models Shows how to use consolidated data to define a design within tight time frames with examples of visions, storyboards, and paper prototypes Introduces CDToolsTM, the first application designed to support customer-centered design

Contextual Inquiry for Medical Device Design helps users understand the everyday use of medical devices and the way their usage supports the development of better products and increased market acceptance. The text explains the concept of contextual inquiry using real-life examples to illustrate its application. Case studies provide a frame of reference on how contextual inquiry is successfully used during product design, ultimately producing safer, improved medical devices. Presents the ways contextual inquiry can be used to inform the evaluation and business case of technology Helps users understand the everyday use of medical devices and the way their usage supports the development of better products Includes case studies that provide a frame of reference on how contextual inquiry is successfully used during the product design process

Develops a Comprehensive, Global Model for Contextually Based Processing Systems A new perspective on global information systems operation Helping to advance a valuable paradigm shift in the next generation and processing of knowledge, Introduction to Contextual Processing: Theory and Applications provides a comprehensive model for constructing a contextually based processing system. It explores the components of this system, the interactions of the components, key mathematical foundations behind the model, and new concepts necessary for operating the system. After defining the key dimensions of a model for contextual processing, the book discusses how data is used to develop a semantic model for contexts as well as language-driven context-specific processing actions. It then applies rigorous mathematical methods to contexts, examines basic sensor data fusion theory and applies it to the contextual fusion of information, and describes the means to distribute contextual information. The authors also illustrate a new type of data repository model to manage contextual data, before concluding with the requirements of contextual security in a global environment. This seminal work presents an integrated framework for the design and operation of the next generation of IT processing. It guides the way for developing advanced IT systems and offers new models and concepts that can support advanced semantic web and cloud computing capabilities at a global scale.