UX Thinking and Restaurants
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Restaurants: Translating UX Thinking to Everyday LifeNorah Johnson | 12.16.2013
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When designing an experience – whether virtual or in-person – every decision affects the end outcome, feeling, attitude and response.
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Agenda
• Intro
• So, what is UX?
• What does good UX do?
• UX Thinking
• An overlay: bringing UX to life with an example from everyday life
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IntroInspiration for this presentation:
• UX has become one of “those” terms.
• The value of comparing a concept with a real world example.
• What works well, in this case?
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So, first off, what is UX?
• The result of how a person feels when interfacing with a system.
• The system could be a website, an app, software, etc.
• Not just about usability, but the human part of HCI.
Source: “What is User Experience Design? Overview, Tools & Resources,” Jacob Gube, Smashing Magazine, October 5, 2010
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From the Inventor of UX
“I invented the term [User Experience Design] because I thought human interface and usability were too narrow. I wanted to cover all aspects of the person’s experience with the system including industrial design, graphics, the interface, the physical interaction, and the manual.”
Source: Don Norman, cognitive scientist & author of “The Design of Everyday Things” Quote cited in “UX Design Defined,” UXdesign.com, August 16, 2010
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What UX Is Not
• UX is not IA
• Not a buzzword for usability
• Notion that you can’t design UX but can design for UX
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So, What Does Good UX Do?
• It considers the specific user or group that the solution is being created for/around
• Good UX helps create and shape a specific event, encounter, etc.
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So, What Makes Up An Experience?
• Experience: the combined outcome of perception, action, motivation, and cognition.
• “A complex fabric of feelings, thoughts and actions.”
Hassenzahl, Marc (2013): User Experience and Experience Design. In: Soegaard, Mads and Dam, Rikke Friis (eds.). "The Encyclopedia of Human-Computer Interaction, 2nd Ed.". Aarhus, Denmark: The Interaction Design Foundation. Available online at http://www.interaction-design.org/encyclopedia/user_experience_and_experience_design.html
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Philips Wake-Up Light
• E.g. of using design and technology to mimic a familiar experience.
• Not so much about specific elements of industrial design or fancy interfaces.
• More so about how you transcend the material to create an experience
Hassenzahl, Marc (2013): User Experience and Experience Design. In: Soegaard, Mads and Dam, Rikke Friis (eds.). "The Encyclopedia of Human-Computer Interaction, 2nd Ed.". Aarhus, Denmark: The Interaction Design Foundation. Available online at http://www.interaction-design.org/encyclopedia/user_experience_and_experience_design.html
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Inevitable Variables
• The user
• Each individual assigns unique attributes to a product or service when using it.
• Unique expectations based on past experience, personal preference, etc.
• The situation
(“Why User Experience Cannot Be Designed,” Helge Fredheim, Smashing Magazine, March 15, 2011.)
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Assessment
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UX Methodologies In Problem Solving
• Discovery
• Iteration
• Execution/Implementation
• Evaluation
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Value of UX Thinking
The end product isn’t just a solution to a problem, but the best solution for the specific audience or user.
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Wait. Where Are We?
• Industry-accepted definitions of UX
• The value of UX
• Applying UX thinking in problem solving
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Restaurants Through the Lens of UX
• The product
• The physical element
• The human element
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The Product
• Ingredients (sourcing, freshness, origin, etc.)
• Cuisine focus (Asian fusion, French, etc.)
• Aesthetic (presentation, plates, etc.)
• Quality assessment (taste versus price versus expectation)
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The Physical • Location
• Interior and exterior design
• Auditory
• Olfactory
• Visual/Optical
• Feel/Tactile
• Gustatory Perception/Taste
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The Human Element
• Greeter/host, servers, employees, cooks v. chefs, even the busboy
• Vernacular
• Service structure: takeout/behind the counter v. table service, etc.
• The variables of the individual and the situation
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Quantity v. Quality
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Conditioned Expectations
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So The UX Of A Restaurant Is The Combined Result Of:
• The Physical
• The Human
• The Product
• Variable of past experience
• Variables of individual and situation
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Restaurants & UX Thinking
Are they doing it?
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Wrap It Up• What is UX?
• What does good UX achieve?
• UX Thinking
• The UX of Restaurants
• Conclusion
• Questions
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Thank you. Questions?