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Contextual Design, 2nd Edition by Hugh Beyer, Karen Holtzblatt

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2

User Data Drives Design

Abstract

User-centered design recognizes that all innovation has to start with an understanding of the user—with a real-world problem to solve. And good design needs an in-depth understanding of users' tasks, motivations, intents, strategies, and detailed steps, as well as an overall grasp of how they go through their days, what technology they depend on, who is important to them, and their self-image. This depth of knowledge is best available through field research and has to be elicited through observation and inquiry—you can't just ask users what they want, and you can't just observe and know without talking to them. This chapter makes the argument for user-centered design and for field research as the essential starting ...

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