by Steven Slater | Oct 30, 2018 | The Master
WHAT TO MEASURE Topic 1 Understanding Service Components Service experiences are created by more than one service. In fact, combinations of experiences create single user experiences. So, how do designers determine which part of an experience to test? They need to...
by admin | Oct 25, 2018 | The Master
OBSERVATION TECHNIQUES Topic 3 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...
by Steven Slater | Oct 15, 2018 | The Master
ATTITUDES PREDICT BEHAVIOR Some researchers devote their careers to studying attitudes to try and predict behavior, a study called “planned behavior.” They evaluate what attitudes trigger certain behaviors. A person’s attitudes are closely linked...
by Steven Slater | Oct 1, 2018 | The Master
TESTING EMOTIONS Topic 4 An individual’s emotions are useful to service designers because they can be tested and evaluated to identify someone’s true impressions. Understanding a user’s emotion can serve to replace surveys for learning users’ ...
