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The Pocket Universal Methods of Design by Bella Martin, Bruce Hanington

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019 Contextual Design

A customer-centered process that makes designer workflow concrete, explicit, and sharable

• Designers intuitively understand the leap from customer-centered data to a sound design direction, but to non-designers this process can seem “fuzzy” or “magic.”

• Recommended steps to make design work more predictable and inclusive of non-designers include:

Contextual Inquiry to understand the customer

Interpretation Sessions for each customer interview

Work Models and Affinity Diagrams to represent the complex systems of work

Visioning and Storyboarding to generate concepts to support the customer’s work

User Environment Design to document natural flow of the customer’s work

Paper Mock-ups to get feedback from customers ...

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