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User Experience Design
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User Experience Design
by Satyam Kantamneni
User Experience Design
Cover
Title Page
Copyright
PRAISE FOR USER EXPERIENCE DESIGN
ABOUT THE AUTHOR
ABOUT UXreactor
PREFACE
PART N°1: PLAY TO WIN
PART N°2: 27 PLAYS
PART N°3: GAME PLANNING
WHERE TO GO TO LEARN MORE?
THE PLAYERS BEHIND THE PLAYBOOK
ACKNOWLEDGMENTS
REFERENCES
Index
End User License Agreement
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User Experience Design
Table of Contents
Cover
Title Page
Copyright
PRAISE FOR USER EXPERIENCE DESIGN
A Practical Playbook to Fuel Business Growth
ABOUT THE AUTHOR
ABOUT UXreactor
PREFACE
PART N°1: PLAY TO WIN
BUSINESS × TECHNOLOGY × DESIGN
CHAPTER 01: CASE STUDY OF ALTEDUKATION
The Systemic Magnitude of the Problem
The Shifting Paradigm
Note
CHAPTER 02: INTRODUCTION
CHAPTER 03: THE USER EXPERIENCE PROBLEM
The User Experience Problem
A Clear and Present Risk
Note
CHAPTER 04: EXPERIENCE VALUE CHAIN
User Interface Design
Product Experience Design
Experience Transformation
The Journey Is Just Starting
Building an Economic Moat While Creating Value
CHAPTER 05: BUSINESS INSANITY
User Experience Design: The Secret Is in the Semantics
Inside‐First vs. User‐First
Small Design vs. BIG DESIGN
Experience Debt: Death by a Thousand Cuts
CHAPTER 06: TWO CASE STUDIES OF EXPERIENCE TRANSFORMATION
Tesla
The Walt Disney Company
GROWTH BY EXPERIENCE DESIGN
CHAPTER 07: GETTING THE SYSTEM RIGHT
The bv.d System
The Right Mindsets
The Right Process
The Right People
The Right Environment
Note
CHAPTER 08: MINDSETS OF A USER‐CENTRIC ORGANIZATION
Five Mindsets to Master
CHAPTER 09: THE EXPERIENCE DESIGN PROCESS
A PragmaticUX™ (PuX) Playbook
The PuX™ Design Process
CHAPTER 10: GETTING THE RIGHT PEOPLE RIGHT
The Team of Practitioners
The Leaders That Orchestrate the Magic
Ideal Organization Structure
CHAPTER 11: THE TRANSFORMATION STARTS WITH YOU
We Need a Catalyst: YOU!
PART N°2: 27 PLAYS
USING THE PLAYBOOK
CHAPTER 12: HOW TO NAVIGATE THE PLAYBOOK
CHAPTER 13: HOW TO READ A PLAY
The Anatomy of a Play
The Mindful Canvas
CHAPTER 14: USER EMPATHY PLAY
THE HOW
1. The USER You Want to Develop Empathy For
2. The CATALYSTS for Building Empathy
3. What INSIGHTS Are Necessary to Understand Your User
4. Ways to Build ACTIVATION and Spread Empathy
EXPERIENCE STRATEGY
CHAPTER 15: EXPERIENCE STRATEGY: INTRODUCTION
1. The Impact of Experience Strategy
2. Experience Strategy Stands on Four Core Beliefs
3. Key Concepts
4. What to Expect in This Section
CHAPTER 16: CULTURE DESIGN PLAY
THE HOW
1. Cultivating the Right MINDSETS in Individuals
2. Fostering EMPATHY for the User and for Each Other
3. Promoting COLLABORATION
4. Democratizing IDEATION
5. Supporting EXPERIMENTATION
6. Empowering the Necessary ACTIVATION AGENTS
7. The SUSTAINABILITY of Your User‐First Culture
CHAPTER 17: SHARED EMPATHY PLAY
THE HOW
1. MEASURING Empathy
2. The Right CATALYSTS for Increasing Empathy
3. The SUSTAINABILITY of Your Empathy
4. The PEOPLE to Nurture Empathy
CHAPTER 18: EXPERIENCE ECOSYSTEM PLAY
THE HOW
1. The CONTEXT of the User and the System
2. EXTRACTING DATA from User Research
3. SYNTHESIZING Data to Find Patterns and Correlations
4. VISUALIZING the Experience Ecosystem
5. COLLABORATING Proactively across the Organization Based on Insights from the Ecosystem
CHAPTER 19: EXPERIENCE ROADMAP PLAY
THE HOW
2. Defining the EXPERIENCES and SCENARIOS Your Users Have within Your System
3. Extracting Business and User INSIGHTS
4. Planning for PRIORITIZATION of Experiences and Minimum Viable Experiences (MVEs)
5. Fostering COLLABORATION across Functional Silos
CHAPTER 20: EXPERIENCE VISION PLAY
THE HOW
1. Clearly Defining the EXPERIENCE VISION
2. How Do You Prototype Your Vision, That is, How You VISION‐TYPE It
3. Socializing the Vision and Vision‐Type for Organizational ALIGNMENT
4. Proper PLANNING to Set the Vision in Motion
5. Sustaining Progress through Ongoing GOVERNANCE
CHAPTER 21: HIRING PLAY
THE HOW
1. The ROLE
2. Involving the Right Internal COLLABORATORS to Conduct Interviews and Evaluate Candidates
3. Building a Multifaceted Hiring CRITERIA
4. Develop an Experience‐Specific Recruiting PROCESS
CHAPTER 22: CAREER LADDER PLAY
THE HOW
1. Accounting for INDIVIDUAL RESPONSIBILITIES
2. Factoring in Opportunities to Make an ORGANIZATIONAL IMPACT
3. Developing INTERPERSONAL DYNAMICS Muscle
4. Fostering a NURTURING ENVIRONMENT
5. Ensuring Ongoing GOVERNANCE
CHAPTER 23: EXPERIENCE TRANSFORMATION PROGRAM PLAY
THE HOW
1. Articulating OUTCOMES for the User and Business
2. Crafting an EXPERIENCE VISION to Reinforce Your Strategy
3. Recruiting and Grooming the Right PEOPLE to Drive the Vision Forward
4. Developing the Right PROCESS to Achieve Your Desired Results Every Time
6. GOVERNANCE to Monitor, Track, and Evaluate
USER RESEARCH INSIGHTS
CHAPTER 24: USER RESEARCH INSIGHTS: INTRODUCTION
What Is User Research?
1. The Impact of Research
2. The Research Mindset
3. Key Concepts
CHAPTER 25: PICKING A RESEARCH METHOD PLAY
THE HOW
1. The CONTEXT of Your Research
2. The PURPOSE of the Study
3. The RESEARCH QUESTIONS You Want Answered
4. The LOGISTICS That Affect Your Study
5. The Right METHOD Based on Your Needs and Priorities
CHAPTER 26: RESEARCH RECRUITMENT PLAY
THE HOW
1. The QUALIFYING CRITERIA for Your Ideal Participant
2. The Different USER SEGMENTS You Want to Assess
3. The SCREENER QUESTIONS You Use to Recruit Participants
4. The LOGISTICS of Recruitment
5. The CHANNELS You Recruit Through
6. The Recruitment BLACKLIST
CHAPTER 27: RESEARCH QUALITY PLAY
THE HOW
1. Talking to the Right USER
2. Focusing on the Right QUESTIONS
3. Choosing the Right METHOD
4. Carrying Out Your Method with the Right EXECUTION
5. Finding Accurate Insights with the Right SYNTHESIS
6. Socializing Your Insights with the Right PRESENTATION
CHAPTER 28: EXPERIENCE METRICS PLAY
THE HOW
1. The USER You Want to Focus On
2. What EXPERIENCES Are Most Relevant to Your User
3. What EXPERIENCE METRICS You Want to Measure
HOW DO YOU DO THIS?
4. The METHODOLOGY You Use to Measure the Experience Metrics
5. ACTIVATING Your Findings
6. CORRELATING Metrics with Business Outcomes
CHAPTER 29: INSIGHTS CURATION PLAY
THE HOW
1. The SOURCES and Storage of Your Insights
2. What Systems You Put in Place for STRUCTURING Your Data
3. The Maturity of Your ANALYSIS
4. Frequent SOCIALIZATION to Drive Utilization
5. Consistent MAINTENANCE
CHAPTER 30: USER RESEARCH PROGRAM PLAY
THE HOW
1. Managing a PORTFOLIO OF INSIGHTS
2. Investing in the Right PEOPLE to Drive the Program
3. Extracting Data from Reliable SOURCES
4. Providing the Right TOOLS for the Team to Be Effective
5. Establishing a Cadence of CURATION AND COLLABORATION
6. Having Proper Systems of GOVERNANCE
PRODUCT THINKING
CHAPTER 31: PRODUCT THINKING: INTRODUCTION
What Is Product Thinking?
The Impact of Product Thinking
Key Concepts
What to Expect in This Section
CHAPTER 32: EXPERIENCE BENCHMARKING PLAY
THE HOW
1. Which USER and EXPERIENCE You Are Evaluating
2. What RESEARCH QUESTIONS You Are Trying to Answer
3. Your Direct and Indirect COMPETITORS AND INSPIRATIONS
4. How You Conduct and Document ASSESSMENT
5. Establishing a BASELINE for Your Own Product
6. How You Take Action through COLLABORATION
CHAPTER 33: EXPERIENCE DESIGN BRIEF PLAY
THE HOW
1. Ensuring Universal Alignment on CONTEXT
2. Defining and Communicating the Insights and the PROBLEM Space
3. Clearly Stating a Set of Desired OUTCOMES
4. Identifying the Relevant and Necessary STAKEHOLDERS for the Project
5. Agreeing on SCOPE
6. Defining the TIMELINE and Major Milestones
7. Identifying the ARTIFACTS That Will be Delivered
8. Reflecting on LESSONS Learned during the Project
CHAPTER 34: DESIGN PROBLEMS AND OPPORTUNITIES PLAY
THE HOW
1. Identifying the SOURCES of Insights That lead to DPs and DOs
2. DECONSTRUCTING the Larger Problem
3. Correctly FRAMING the Problem
4. Properly PRIORITIZING of all DPs and DOs Before Solving for Them
5. Ongoing COLLABORATION and Hand‐Off
CHAPTER 35: PRODUCT EXPERIENCE PLANNING PLAY
THE HOW
1. Aligning to the End OUTCOME
2. The EXPERIENCE DESIGN ACTIVITIES
3. PLANNING and Documenting Your Activities
4. Building Proper GOVERNANCE during the Execution
CHAPTER 36: CROSS‐FUNCTIONAL COLLABORATION PLAY
THE HOW
1. The EXPERIENCE VISION
2. Relevant PARTNERS
3. A SHARED UNDERSTANDING of the User and Business Context
4. SHARED PROCESSES
5. SHARED ACTIVITIES
6. A SHARED REPOSITORY of Curated Artifacts
CHAPTER 37: PRODUCT THINKING PROGRAM PLAY
THE HOW
1. Curating a PORTFOLIO OF PROBLEMS
2. Investing in the Right PEOPLE
3. Factoring in the Larger EXPERIENCE ECOSYSTEM
4. Effective PRODUCT PLANNING
5. Have Frequent CURATION and COLLABORATION
6. Establish Systems of GOVERNANCE
EXPERIENCE DESIGN DOING
CHAPTER 38: EXPERIENCE DESIGN DOING: INTRODUCTION
What Is Experience Design Doing?
Key Concepts
What to Expect in This Section
CHAPTER 39: WORKFLOW DESIGN PLAY
THE HOW
1. The CONTEXT
2. MAPPING Interactions, Potential Challenges, Dependencies, and Systemic Relationships
3. Identifying Ways to Build OPTIMIZATION
4. FRAMING Goals, Design Problems, and Design Opportunities
5. CONSOLIDATING All Scenarios That Will Be Solved in the Detailed Design
CHAPTER 40: DETAILED DESIGN PLAY
THE HOW
1. The INTENT
2. The CRAFT of Digital Experiences
4. The RATIONALIZATION of Design Decisions
5. TRACEABILITY of Design Solutions
CHAPTER 41: EXPERIENCE DESIGN REVIEW PLAY
THE HOW
1. Doing the Right PREPARATION
2. Deciding How to Best STRUCTURE Your Review
3. Guiding Stakeholders towards CONVERGENCE
CHAPTER 42: DESIGN SYSTEM PLAY
THE HOW
1. The CONTEXT
2. What SPECIFICATIONS to Include
3. Proactively SOCIALIZING the Required Documentation to Build Out Designs
4. Implementing Proper Systems of GOVERNANCE
CHAPTER 43: DESIGN QUALITY ASSURANCE (QA) PLAY
THE HOW
1. The CONTEXT
2. IDENTIFYING the Issues
3. EVALUATING the Issues
4. COLLABORATING with Stakeholders
CHAPTER 44: EXPERIENCE DESIGN DOING PROGRAM PLAY
THE HOW
1. Determining the PEOPLE and Skills That Will Drive You to Success
2. Identifying the PROBLEMS You Want to Solve
3. Defining Your PROCESS
4. Validating Experience Design via EXPERIMENTATION
5. Identifying the TOOLS You Need to Succeed and Who to COLLABORATE With
6. Continuously Providing Value through GOVERNANCE
PART N°3: GAME PLANNING
CHAPTER 45: A BUSINESS LEADER’S GAME PLAN
AltEdukation: Innovate or Perish
AltEdukation: Chris’s Game Plan [2017–2020]
LivPharma: Seeding Tomorrow’s Growth
LivPharma: Kathy’s Game Plan
CHAPTER 46: A DESIGN LEADER’S GAME PLAN
Joe: Leading Small design to BIG DESIGN
Joe’s Game Plan
Leading the Business: Isaac’s Game Plan
CHAPTER 47: A DESIGN PRACTITIONER’S GAME PLAN
From Practitioner to Strategist: Ali’s Game Plan
CHAPTER 48: A NEWBIE PRACTITIONER’S GAME PLAN
From Communication to User Research Practitioner: Janet’s Game Plan
From Architect to Interaction Experience Practitioner: Scott’s Game Plan
CHAPTER 49: A DESIGN COLLABORATOR’S GAME PLAN
From Coworkers to Collaborators: Anita and Tom’s Game Plan
READY, SET, GO
CHAPTER 50: THE MANIFESTOS
THE EXPERIENCE PRACTITIONER’S MANIFESTO
THE LEADING BY EXPERIENCE MANIFESTO
WHERE TO GO TO LEARN MORE?
What If I Want to Follow This Topic and Keep Myself Updated?
What If I Want to Get More Hands‐On Support?
THE PLAYERS BEHIND THE PLAYBOOK
ACKNOWLEDGMENTS
THE SYSTEM
THE BOOK
THE FOUNDATION
REFERENCES
PART 1 ‐ PLAY TO WIN
PART 2 ‐ 27 PLAYS TO PRACTICE
PART 3 ‐ GAME TIME
Index
End User License Agreement
Guide
Cover Page
User Experience Design
Title Page
User Experience Design
Praise for User Experience Design
Dedication
About the Author
About UXreactor
Preface
Table of Contents
Begin Reading
Where to Go to Learn More?
The Players Behind the Playbook
Acknowledgments
User Experience Design
Index
End User License Agreement
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