Topic: Challenges Measuring a Service

MEASURING USER EXPERIENCES Topic 1 The Challenges Measuring a Service Many service experiences involve more than one service. Often, a combination of experiences create a single user experience.  Determining which service, and which part of that experience to test,...

Topic: Measuring Behavior

MEASURING USER EXPERIENCES Topic 2 Discovering User Behaviors Measuring user behavior can lead us to discover where services are failing, such as where and when users are abandoning their service journey. To measure behaviors requires forms of observation, either...

Topic: Behavior Observation (Technology)

MEASURING USER EXPERIENCES Topic 3 Discovering User Behaviors Limits to Behavioral Observation • Behaviors change when a subject is aware of being observed.  • Users who are already familiar with a service journey will behave differently.  • The difficultly of...

Topic: Attitudes

MEASURING USER EXPERIENCES Topic 3 Measuring Attitudes Why We Measure Attitudes User behaviors are driven by attitudes. The tie is strong so we can measure attitudes to predict behavior. The activity of predicting behavior is called planned behavior. Attitudes are...

Topic: Emotions

MEASURING USER EXPERIENCES Topic 5 Understanding Emotions for Service Design We test emotions because they lead to our understanding for why we behave in certain ways. But also because emotions reveal our unfiltered feelings toward a service, without asking users to...
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