SlideShare une entreprise Scribd logo
1  sur  85
How Organizations Use Mental Model Diagrams

                                  Aligning
                               Design Strategy
                                    with
                               Human Behavior




  Indi Young
Our Time Together
3:15-3:20 This Is Not Evaluative Research
3:20-3:25 Introduction to Mental Models
3:25-3:55 How Organizations Use Mental Models
3:55-4:00 Your Questions




                                            cc by-nc-nd UX Workshops SF 24-
                                                                              2
                                                                    Mar-11
This Is Not
Evaluative
Research
Evaluative

        “(adj) determining the significance, worth, or quality”

        “assessing or judging the value of”

        “e·valu·a·tive adj. Philosophy expressing an attitude
        or value judgment”

        “examining and judging carefully”


Definitions from wordnetweb.princeton.edu, textanalysis.info, umich.edu   cc by-nc-nd UX Workshops SF 24-Mar-11   4
Generative

        “gen·er·a·tive adj. 1. Having the ability to originate,
        produce, or procreate. 2. Of or relating to the
        production of offspring.”

        “[jen-er-uh-tiv, -uh-rey-tiv] –adjective. capable of
        producing or creating.”




Definitions from thefreedictionary.com, dictionary.reference.com          cc by-nc-nd UX Workshops SF 24-Mar-11   5
Techniques                              Uses

          Preference                            Survey                      Visual Design
      Opinions, likes, desires              Focus Group                        Branding
                                             Mood Board                    Market Analysis
                                         Customer Feedback               Advertising Campaign
                                         Preference Interview
                                              Card Sort


          Evaluative                        Usability Test          Test Interaction Functionality
What is understood or accomplished          Log Analysis                 Test Screen Layout
with an artifact, process, or service     Search Analytics               Test Nomenclature
                                         Customer Feedback                     Test IA
                                              Card Sort


          Generative                    Non-Directed Interview            Interaction Design
Mental environment in which things        Contextual Inquiry           Information Architecture
    get evaluated & decided                 Mental Model              Alignment & Gap Analysis
                                            Ethnography                 Contextual Information
                                             Field Study
                                                Diary

                                                                 cc by-nc-nd UX Workshops SF 24-Mar-11   6
Generative: make a nest,                                      Evaluative: take the ideas
   paper the walls with                                          outside the nest and see
   empathy, be creative in                                       how well they actually
   that place, generate                                          support people
   supportive ideas
                     (debate about user-centered design: whether or not you invite
                     customers to co-create with you in the nest)


NTNU Engineering Sci & Tech BY-NC-SA; Bolt|Peters “User 06” BY           cc by-nc-nd UX Workshops SF 24-Mar-11   7
The customer
                                                               objectives are to
                                                             increase satisfaction
                                                                  and loyalty.




       This is hard. We have difficulty taking off our employee hat.




Conference Table Discussion – Pulpolux !!! BY-NC-NA Flickr           cc by-nc-nd UX Workshops SF 24-Mar-11   8
Empathy




Experience of the feelings, thoughts, attitudes of another




                                       cc by-nc-nd UX Workshops SF 24-Mar-11   9
New York Times 23-Aug-09 “Experiencing Life, Briefly, Inside a Nursing Home” by Katie Zezima   cc by-nc-nd UX Workshops SF 24-Mar-11   10
Empathy Generates, Not Evaluates

                The point is to understand people deeply—

                — so deeply you could live their life, walk
                in their shoes, and make decisions exactly
                the way they would.




Navajo Moccasin – Gary Graves CC-BY-NC-ND Flickr ggraves/2745631003   cc by-nc-nd UX Workshops SF 24-Mar-11   11
Introduction
      to
Mental Models
What are mental models?

          “Models people have of themselves, others, their
           environment, and the things they interact with”




Design of Everyday Things – Don Norman            cc by-nc-nd UX Workshops SF 24-Mar-11   13
What are mental models?

Models your team has of others




                        cc by-nc-nd UX Workshops SF 24-Mar-11   14
Site Owners Measuring Success - Google Analytics Team, Jeff Veen   cc by-nc-nd UX Workshops SF 24-Mar-11   15
Type I Diabetics Coping with Their Condition Daily – Adaptive Path Team   cc by-nc-nd UX Workshops SF 24-Mar-11   16
Patrons Deciding What to Order – McDonald’s Menu Team, Jeff Pollard   cc by-nc-nd UX Workshops SF 24-Mar-11   17
People Running an Information Center – Omar Sosa Tzec   cc by-nc-nd UX Workshops SF 24-Mar-11   18
Buyers Purchasing Merchandise – Macy’s, Mary Piontkowski   cc by-nc-nd UX Workshops SF 24-Mar-11   19
Mental Spaces




Large Business Owners Deciding How to Address HR/Financial Processes – PeopleSoft Team   cc by-nc-nd UX Workshops SF 24-Mar-11   20
Towers




Large Business Owners Deciding How to Address HR/Financial Processes – PeopleSoft Team   cc by-nc-nd UX Workshops SF 24-Mar-11   21
Boxes
  (behaviors,
    beliefs,
   reactions)


        Support




Large Business Owners Deciding How to Address HR/Financial Processes – PeopleSoft Team   cc by-nc-nd UX Workshops SF 24-Mar-11   22
cc by-nc-nd UX Workshops SF 24-Mar-11   23
cc by-nc-nd UX Workshops SF 24-Mar-11   24
Model of Support Items




                    cc by-nc-nd UX Workshops SF 24-Mar-11   25
Large Business Owners Deciding How to Address HR/Financial Processes – PeopleSoft Team   cc by-nc-nd UX Workshops SF 24-Mar-11   26
Pin the Tail on the Donkey Game – Motleye CC BY Flickr   cc by-nc-nd UX Workshops SF 24-Mar-11   27
Data exploration by Stamen Design – available at http://www.mysociety.org/2007/more-travel-maps/   cc by-nc-nd UX Workshops SF 24-Mar-11   28
Data exploration by Stamen Design – available at http://www.mysociety.org/2007/more-travel-maps/   cc by-nc-nd UX Workshops SF 24-Mar-11   29
cc by-nc-nd UX Workshops SF 24-Mar-11   30
My Custom Pin the Tail on the Donkey – jsigharas CC-BY Flickr jsigharas/   cc by-nc-nd UX Workshops SF 24-Mar-11   31
How Organizations
Use Mental Model
    Diagrams
Support People’s Situations Better
Match Mental Information Structures
Strategize, Prioritize
Skip Writing Huge Requirements Docs
Help Teams Work Together
Support People’s Situations Better
       Match Mental Information Structures
       Strategize, Prioritize
       Skip Writing Huge Requirements Docs
       Help Teams Work Together




The Stanford Radar Dish Antenna – Raul Diaz CC-BY-NC Flickr radzfoto/3152110235
People don’t just beat a path to
our door anymore. The website
   wasn’t doing a good job of
  replacing sales reps, so we
 needed the mental model as
   evidence to change it and
       guide that change.




                 cc by-nc-nd Indi Young   35
cc by-nc-nd Indi Young   36
cc by-nc-nd Indi Young   37
cc by-nc-nd Indi Young   38
We needed proof for the VC’s that we
were doing our due diligence about our
 potential audience in this competitive
  space. What we got was that, and
 more. We learned why online dating
           hasn’t worked well.




                                          cc by-nc-nd Indi Young   39
Figure Out How to Handle an Attraction
                                                                 Let Someone Know
                                                                    I'm Interested
Female Dominated
 Male Dominated
  Both Genders                                                      Flirt Around
                                                                   with Someone


                    Consider Whether I     Consider Whether to    Exchange Non-
                     Should Act On My        Respond to an            Verbal
                   Attraction to Someone        Approach          Communication


                       Struggle With           Consider
                      My Attraction to        Whether to           Talk More and
                         Someone             Respond to an              More
                                               Approach

                      Be Unsure If I             Appear            Be Subtle With
                      Want to Pursue          Disinterested        My Interest So    See if Someone is
                       Someone I             Until I Am Sure        He'll Pursue      Interested in Me
                       Work With             of My Feelings              Me

                      Think It's Ok to                                                  Watch Her
                                               Read Next             Respond          Body Language
                      Date Someone            Email Before           Politely to
                      At Work If You                                                    For Sign of
                                              Responding              Email              Interest
                      Work Indirectly

                      Wonder if Guy                                Let Someone             Get a
                                               Converse              Know I'm         Response from
                      in Other State         Anyway to Find
                         will Move                                 Interested by      an Ice Breaker
                                               Out More            Sending Email          Online
                          Closer




                                                                                         cc by-nc-nd Indi Young   40
Observe How
                                                                   Someone Interacts
                                                                      with Others
                   Get a Better Sense of a Person                     See How
                                                                    Person Reacts
Female Dominated                                                      in Social
                                                                    Environments
 Male Dominated
  Both Genders                                                        Watch How
                                          Ask Friends to Tell Me        Person
                                             About a Person          Interacts with
                                                                     Other Singles

                                                                      Watch Her
                                               Ask Friends           Actions before
                                                 About                Introducing
                                                Someone                  Myself

                                                                    See If Person
                                               Ask Co-              Responds Well
                                             Workers About           Teasing from
                                              Someone               Family/Friends

                                              Ask Friend to         Play Along with
                                             Find Out About            Assigned
                                                Someone             Partner in Skit


                                             Weigh Friend's           See How
                                             Opinion About            Someone
                                              Someone                Responds to
                                                                         Me

                                             Find Out About          Observe the
                                             Someone That           Behavior of the
                                              I'm Being Set           Person's
                                                 Up With               Friends




                                                                      cc by-nc-nd Indi Young   41
Go Out With a Person for the First Time
Female Dominated
 Male Dominated
  Both Genders


                                  React to My First
                                  Sight of Person



                                   Feel Shocked
                                    by Different
                                    Appearance

                                    Lose Spark I
                                  Felt Because of
                                   Their Looks In
                                       Person

                                    Like a Guy's
                                    Looks from
                                        Afar




                                                       cc by-nc-nd Indi Young   42
cc by-nc-nd Indi Young   43
cc by-nc-nd Indi Young   44
cc by-nc-nd Indi Young   45
Management told us to go make a new
                        application that will compete with others who
                         are already in the market. They thought we
                                  could just do a better job.




                    The mental model told us that
                   people are pretty well-served in
                     that area already. But it also
                   showed us a whole new area of
                        the business that was
                      completely under-served!

So now we’re telling management that
 a different service will be a stronger
bet. We just have to convince them to
                go for it.




                                                         cc by-nc-nd Indi Young   46
Assign Jobs   Find Out Driver Location                   Reroute Drivers




                                         cc by-nc-nd Indi Young     47
cc by-nc-nd Indi Young   48
cc by-nc-nd Indi Young   49
As leader of the centralized design
  group, I needed to convince other
   departments to trust us. I needed
some early, substantiated design wins.




                                cc by-nc-nd Indi Young   50
cc by-nc-nd Indi Young   51
cc by-nc-nd Indi Young   52
Some new service design ideas just
        came from the words people used like,
        “Check family account.” We don’t have
        something called a “family account,”
        but it is obvious that people think about
        things in terms of the whole family and
        not each individual cardholder.




Screenshots Kendra Davey, Pima County Library, prezi.com/fcyebws1kejb/mental-model/
Photo kendra k www.flickr.com/photos/kendrak/473205575/                               cc by-nc-nd Indi Young   53
cc by-nc-nd Indi Young   54
cc by-nc-nd Indi Young   55
cc by-nc-nd Indi Young   56
I walked out of the library the other day after it
                                                was closed and saw a gentleman sitting on the
                                                ground using his laptop and my first thought
                                                was, “access wi-fi outside the library.” Then I
                                                thought, maybe we need an area for people to
                                                sit outside the library and use their
                                                laptops. Before this, I doubt I would have
                                                really thought about that customer.




                                                               some just came from the words people
                                                               used like, Check family account. We don’t
                                                               have something called a “family account”
                                                               but it is obvious that people think about
                                                               things in terms of the whole family and not
                                                               each individual cardholder. Even this small
                                                               bit of knowledge gives us a lot of
                                                               opportunity to design new services



Wi-Fi BY-NC-ND Gerard Girbes www.flickr.com/photos/strike/1563071397/                        cc by-nc-nd Indi Young   57
Left: Dan Arganbright, Quixtar; Right: Discussion – *keagy.com of XPLANE CC-BY Flickr *keagy.com/   cc by-nc-nd Indi Young   58
We still work with the Mental
                     Model we co-created in 2005. I
                     am pulling it out again this week
                     for a new piece of work. It really
                     has stood the test of time for us.




Connie Frenette, Bell / Aliant Canada                     cc by-nc-nd Indi Young   59
Support People’s Situations Better
Match Mental Information Structures
Strategize, Prioritize
Skip Writing Huge Requirements Docs
Help Teams Work Together
I was certain that a better IA would
                               help us increase our qualified leads,
                              among other things. The mental model
                               was a sure way to come up with the
                                           top-down IA.




Our qualified leads increased
significantly in the first quarter
after launch, historically a low
   quarter for our business.




                                                         cc by-nc-nd Indi Young   61
cc by-nc-nd Indi Young   62
cc by-nc-nd Indi Young   63
Prospective students, hip to internet use,
    were turned off by the old organization. It was
      difficult to find what they wanted to know.




Cal State East Bay
Prospective Student
   Mental Model
                                       cc by-nc-nd Indi Young   64
Credit to Archive.org   cc by-nc-nd Indi Young   65
Design by Laura Hansen, India Christman and team, sponsored by Lee Thompson   cc by-nc-nd Indi Young   66
cc by-nc-nd Indi Young   67
cc by-nc-nd Indi Young   68
Support People’s Situations Better
Match Mental Information Structures
Strategize, Prioritize
Skip Writing Huge Requirements Docs
Help Teams Work Together
cc by-nc-nd Indi Young   70
cc by-nc-nd Indi Young   71
cc by-nc-nd Indi Young   72
cc by-nc-nd UX Workshops SF 24-Mar-11   73
Less Serious                          Passionate About
                          About Study                              the Topic



                     Carefully Consider                        Look Forward to the
                         Academic                              College Experience
                         Decisions

                         Lots of Other                          Means to an End
                        Life Experience


                    Worried About How
                                                                 Exploring Paths
                    to Get In & Stay In




Student photos courtesy of Lower Columbia College via Flickr                       cc by-nc-nd Indi Young   74
Support People’s Situations Better
Match Mental Information Structures
Strategize, Prioritize
Skip Writing Huge Requirements Docs
Help Teams Work Together
Big Document – Ernie of Ann Arbor, Michigan CC-BY Flickr EAHIV/   cc by-nc-nd Indi Young   76
cc by-nc-nd Indi Young   77
DVD Release Dates – Redesign Proposal

 Towers of Note in Mental Model
     Get the DVD


      Buy Special
        DVDs            Track Box Office    Track Production
                          Competition         Studio News
                                                                   Quotes from Moviegoers
                           Track Box             Track
     Get DVDs as
                             Office            Production
         Gifts
                          Competition         Studio News          “I own the extended editions.”

                                                                   “I own a lot of musicals … I have bought Meet Me in
     DVD Release         Top Box Office
                                                Links to           St. Louis.”
                                             Entertainment
       Dates              Performers
                                               Websites

                         Links to Gross                            “I get them as gifts a lot. DVDs … ”
                            Income
                          Tracking on
                             Films                                 “I get DVDs as gifts for other people.”
                          Links to Box
                         Office Websites




“ … tracking the competition between the different movies.”        “I keep an eye on release dates.”

“ … scheduling strategy … Watching what strategy they              “ … upcoming movie tracker that watches as projects
employ and watching to see how that plays out in the box           are developed… I know a lot about movies that aren’t
office is an independent source of entertainment.”                 going to be out for another two years.”

“ … tells you a lot about what the studio thinks about the         “I subscribe to different mailing lists where they talk
movie… That interests me too–the whole dynamic of how              about what’s coming out.”
studios release and produce movies. There is a whole level
of personal politicking you can find out about through the         “ … always read coverage off movie-related stuff in
magic of the internet.”                                            the media… there are a couple of websites that I
                                                                   read regularly that are movie related.”




Observations
The current application, “DVD Release Dates,” allows people to enter a movie title and it will return the by-nc-nd Indi Young
                                                                                                       cc upcoming              78
We gave the advertising agency
                                                                            the mental model as part of the
                                                                           brief. It made the brief so strong
                                                                           and rich that their first work back
                                                                             to us was closer to the mark.




Meeting photo courtesy of Jens Vermeersch, storyboard photo courtesy of Just Johnny; http://www.flickr.com   cc by-nc-nd Indi Young   80
Support People’s Situations Better
Match Mental Information Structures
Strategize, Prioritize
Skip Writing Huge Requirements Docs
Help Teams Work Together
We expect that the mental model will
                                  help all these different teams rally
                                together behind one vision, so we can
                                 avoid the confusion and battles that
                                     come with mergers like this.




Photos courtesy of Steven G. Dean, Devika Singh                          cc by-nc-nd Indi Young   82
The first time we got these mental models in
 front of merchandising, I saw them have that
ah-ha moment! This was the first time they had
  seen it all in one place, and they could see
    that, yeah, there were gaps. The store
   operations guys said the data agreed with
 what they had found—it was the same stuff,
             but presented differently.



                                         Senior management outside
                                         dot-com said, “Wow, this is
                                         really actionable now.” It’s
                                         interesting that regardless of
                                         the data and the business,
                                         the mental model is
                                         successful in opening eyes.”




                                                         cc by-nc-nd Indi Young   83
Your Questions
A model of people’s behavior, philosophies, &
   emotions in a certain scoped situation




Objects slotted, where appropriate, to support
                 that behavior

                               cc by-nc-nd UX Workshops SF 24-Mar-11   86
Mental Models Book
Code: INDI (25% discount)

www.rosenfeldmedia.com
  Resources Section:
  - slides & videos
  - articles
  - how-to’s & templates


                       @indiyoung
                      indi@acm.org




                                     cc by-nc-nd Title Here City dd-mmm-yy   87

Contenu connexe

Tendances

UXデザインのはじめの一歩を体験しよう! ユーザーインタビュー、ユーザー心理分析の基本:DevLOVE関西
UXデザインのはじめの一歩を体験しよう! ユーザーインタビュー、ユーザー心理分析の基本:DevLOVE関西UXデザインのはじめの一歩を体験しよう! ユーザーインタビュー、ユーザー心理分析の基本:DevLOVE関西
UXデザインのはじめの一歩を体験しよう! ユーザーインタビュー、ユーザー心理分析の基本:DevLOVE関西Yoshiki Hayama
 
UXデザインの資格ってどんなの? HCD-Net認定 人間中心設計スペシャリスト・人間中心設計専門家
UXデザインの資格ってどんなの? HCD-Net認定 人間中心設計スペシャリスト・人間中心設計専門家UXデザインの資格ってどんなの? HCD-Net認定 人間中心設計スペシャリスト・人間中心設計専門家
UXデザインの資格ってどんなの? HCD-Net認定 人間中心設計スペシャリスト・人間中心設計専門家Yoshiki Hayama
 
ユーザーインタビューするときは、どうやらゾンビのおでましさ
ユーザーインタビューするときは、どうやらゾンビのおでましさユーザーインタビューするときは、どうやらゾンビのおでましさ
ユーザーインタビューするときは、どうやらゾンビのおでましさYoshiki Hayama
 
UXデザインを速く! 軽く! そして根拠をもって、回せ! すばやいユーザー調査からつなげるアジャイルUX
UXデザインを速く! 軽く! そして根拠をもって、回せ! すばやいユーザー調査からつなげるアジャイルUXUXデザインを速く! 軽く! そして根拠をもって、回せ! すばやいユーザー調査からつなげるアジャイルUX
UXデザインを速く! 軽く! そして根拠をもって、回せ! すばやいユーザー調査からつなげるアジャイルUXYoshiki Hayama
 
分かりやすく、使いやすいデザインを生み出す工夫 先生:池田 拓司
分かりやすく、使いやすいデザインを生み出す工夫 先生:池田 拓司分かりやすく、使いやすいデザインを生み出す工夫 先生:池田 拓司
分かりやすく、使いやすいデザインを生み出す工夫 先生:池田 拓司schoowebcampus
 
誰に何を伝える?わたしの デザインコンセプトの 作り方、探し方
誰に何を伝える?わたしの デザインコンセプトの 作り方、探し方誰に何を伝える?わたしの デザインコンセプトの 作り方、探し方
誰に何を伝える?わたしの デザインコンセプトの 作り方、探し方Ayaka Sumida
 
AIによる未来のUXデサイン? 〜 ChatGPT・AIartなど 〜
AIによる未来のUXデサイン? 〜 ChatGPT・AIartなど 〜AIによる未来のUXデサイン? 〜 ChatGPT・AIartなど 〜
AIによる未来のUXデサイン? 〜 ChatGPT・AIartなど 〜Yoshiki Hayama
 
 〜デザイン初心者向け〜
 デザイン時に気をつけると幸せになれる事
 〜デザイン初心者向け〜
 デザイン時に気をつけると幸せになれる事 〜デザイン初心者向け〜
 デザイン時に気をつけると幸せになれる事
 〜デザイン初心者向け〜
 デザイン時に気をつけると幸せになれる事kenji goto
 
IT推進に必要なUXを学ぶ ~UXを意識して真の業務改善・真のDXを目指す~
IT推進に必要なUXを学ぶ ~UXを意識して真の業務改善・真のDXを目指す~IT推進に必要なUXを学ぶ ~UXを意識して真の業務改善・真のDXを目指す~
IT推進に必要なUXを学ぶ ~UXを意識して真の業務改善・真のDXを目指す~Yoshiki Hayama
 
HCDのはじめの一歩を体験しよう! ユーザーインタビューの基本:2016年8月5日 メンバーズキャリア
HCDのはじめの一歩を体験しよう! ユーザーインタビューの基本:2016年8月5日 メンバーズキャリアHCDのはじめの一歩を体験しよう! ユーザーインタビューの基本:2016年8月5日 メンバーズキャリア
HCDのはじめの一歩を体験しよう! ユーザーインタビューの基本:2016年8月5日 メンバーズキャリアYoshiki Hayama
 
お客様の目を覚ませ! ついでに自分の目も覚ませ! デザイン思考のクライアントワークのプレセールス
お客様の目を覚ませ! ついでに自分の目も覚ませ! デザイン思考のクライアントワークのプレセールスお客様の目を覚ませ! ついでに自分の目も覚ませ! デザイン思考のクライアントワークのプレセールス
お客様の目を覚ませ! ついでに自分の目も覚ませ! デザイン思考のクライアントワークのプレセールスYoshiki Hayama
 
はじめてのUXデザイン、はじめてのデザイン思考 〜現場で使えるように〜:ISE Technical Conference 2018
はじめてのUXデザイン、はじめてのデザイン思考 〜現場で使えるように〜:ISE Technical Conference 2018はじめてのUXデザイン、はじめてのデザイン思考 〜現場で使えるように〜:ISE Technical Conference 2018
はじめてのUXデザイン、はじめてのデザイン思考 〜現場で使えるように〜:ISE Technical Conference 2018Yoshiki Hayama
 
ユーザーインタビューからその後どうするの? 得られた情報を「UXデザイン」に落とし込む方法 | UXデザイン基礎セミナー 第3回
ユーザーインタビューからその後どうするの?得られた情報を「UXデザイン」に落とし込む方法 | UXデザイン基礎セミナー 第3回ユーザーインタビューからその後どうするの?得られた情報を「UXデザイン」に落とし込む方法 | UXデザイン基礎セミナー 第3回
ユーザーインタビューからその後どうするの? 得られた情報を「UXデザイン」に落とし込む方法 | UXデザイン基礎セミナー 第3回Yoshiki Hayama
 
メンタルモデル・ダイアグラムで学ぶ定性(質的)分析・親和図法 :2015年1月31日 ワイワイCAFE BITTER
メンタルモデル・ダイアグラムで学ぶ定性(質的)分析・親和図法 :2015年1月31日 ワイワイCAFE BITTERメンタルモデル・ダイアグラムで学ぶ定性(質的)分析・親和図法 :2015年1月31日 ワイワイCAFE BITTER
メンタルモデル・ダイアグラムで学ぶ定性(質的)分析・親和図法 :2015年1月31日 ワイワイCAFE BITTERYoshiki Hayama
 
“UXデザイン”のキモ『ユーザーインタビュー』の具体的テクニックを詳解!| UXデザイン基礎セミナー 第2回
“UXデザイン”のキモ『ユーザーインタビュー』の具体的テクニックを詳解!| UXデザイン基礎セミナー 第2回“UXデザイン”のキモ『ユーザーインタビュー』の具体的テクニックを詳解!| UXデザイン基礎セミナー 第2回
“UXデザイン”のキモ『ユーザーインタビュー』の具体的テクニックを詳解!| UXデザイン基礎セミナー 第2回Yoshiki Hayama
 
デザインの要件定義
デザインの要件定義デザインの要件定義
デザインの要件定義Shin Iiboshi
 
Webライティング11のルール
Webライティング11のルールWebライティング11のルール
Webライティング11のルールTsutomu Sogitani
 
GTMF 2017:プランナーが見るべきKPIとシリコンスタジオの分析ノウハウ シリコンスタジオ株式会社
GTMF 2017:プランナーが見るべきKPIとシリコンスタジオの分析ノウハウ シリコンスタジオ株式会社GTMF 2017:プランナーが見るべきKPIとシリコンスタジオの分析ノウハウ シリコンスタジオ株式会社
GTMF 2017:プランナーが見るべきKPIとシリコンスタジオの分析ノウハウ シリコンスタジオ株式会社Game Tools & Middleware Forum
 

Tendances (20)

UX / UIデザインって何?
UX / UIデザインって何?UX / UIデザインって何?
UX / UIデザインって何?
 
UXデザインのはじめの一歩を体験しよう! ユーザーインタビュー、ユーザー心理分析の基本:DevLOVE関西
UXデザインのはじめの一歩を体験しよう! ユーザーインタビュー、ユーザー心理分析の基本:DevLOVE関西UXデザインのはじめの一歩を体験しよう! ユーザーインタビュー、ユーザー心理分析の基本:DevLOVE関西
UXデザインのはじめの一歩を体験しよう! ユーザーインタビュー、ユーザー心理分析の基本:DevLOVE関西
 
UXデザインの資格ってどんなの? HCD-Net認定 人間中心設計スペシャリスト・人間中心設計専門家
UXデザインの資格ってどんなの? HCD-Net認定 人間中心設計スペシャリスト・人間中心設計専門家UXデザインの資格ってどんなの? HCD-Net認定 人間中心設計スペシャリスト・人間中心設計専門家
UXデザインの資格ってどんなの? HCD-Net認定 人間中心設計スペシャリスト・人間中心設計専門家
 
ユーザーインタビューするときは、どうやらゾンビのおでましさ
ユーザーインタビューするときは、どうやらゾンビのおでましさユーザーインタビューするときは、どうやらゾンビのおでましさ
ユーザーインタビューするときは、どうやらゾンビのおでましさ
 
UXデザインを速く! 軽く! そして根拠をもって、回せ! すばやいユーザー調査からつなげるアジャイルUX
UXデザインを速く! 軽く! そして根拠をもって、回せ! すばやいユーザー調査からつなげるアジャイルUXUXデザインを速く! 軽く! そして根拠をもって、回せ! すばやいユーザー調査からつなげるアジャイルUX
UXデザインを速く! 軽く! そして根拠をもって、回せ! すばやいユーザー調査からつなげるアジャイルUX
 
分かりやすく、使いやすいデザインを生み出す工夫 先生:池田 拓司
分かりやすく、使いやすいデザインを生み出す工夫 先生:池田 拓司分かりやすく、使いやすいデザインを生み出す工夫 先生:池田 拓司
分かりやすく、使いやすいデザインを生み出す工夫 先生:池田 拓司
 
誰に何を伝える?わたしの デザインコンセプトの 作り方、探し方
誰に何を伝える?わたしの デザインコンセプトの 作り方、探し方誰に何を伝える?わたしの デザインコンセプトの 作り方、探し方
誰に何を伝える?わたしの デザインコンセプトの 作り方、探し方
 
AIによる未来のUXデサイン? 〜 ChatGPT・AIartなど 〜
AIによる未来のUXデサイン? 〜 ChatGPT・AIartなど 〜AIによる未来のUXデサイン? 〜 ChatGPT・AIartなど 〜
AIによる未来のUXデサイン? 〜 ChatGPT・AIartなど 〜
 
 〜デザイン初心者向け〜
 デザイン時に気をつけると幸せになれる事
 〜デザイン初心者向け〜
 デザイン時に気をつけると幸せになれる事 〜デザイン初心者向け〜
 デザイン時に気をつけると幸せになれる事
 〜デザイン初心者向け〜
 デザイン時に気をつけると幸せになれる事
 
IT推進に必要なUXを学ぶ ~UXを意識して真の業務改善・真のDXを目指す~
IT推進に必要なUXを学ぶ ~UXを意識して真の業務改善・真のDXを目指す~IT推進に必要なUXを学ぶ ~UXを意識して真の業務改善・真のDXを目指す~
IT推進に必要なUXを学ぶ ~UXを意識して真の業務改善・真のDXを目指す~
 
HCDのはじめの一歩を体験しよう! ユーザーインタビューの基本:2016年8月5日 メンバーズキャリア
HCDのはじめの一歩を体験しよう! ユーザーインタビューの基本:2016年8月5日 メンバーズキャリアHCDのはじめの一歩を体験しよう! ユーザーインタビューの基本:2016年8月5日 メンバーズキャリア
HCDのはじめの一歩を体験しよう! ユーザーインタビューの基本:2016年8月5日 メンバーズキャリア
 
お客様の目を覚ませ! ついでに自分の目も覚ませ! デザイン思考のクライアントワークのプレセールス
お客様の目を覚ませ! ついでに自分の目も覚ませ! デザイン思考のクライアントワークのプレセールスお客様の目を覚ませ! ついでに自分の目も覚ませ! デザイン思考のクライアントワークのプレセールス
お客様の目を覚ませ! ついでに自分の目も覚ませ! デザイン思考のクライアントワークのプレセールス
 
はじめてのUXデザイン、はじめてのデザイン思考 〜現場で使えるように〜:ISE Technical Conference 2018
はじめてのUXデザイン、はじめてのデザイン思考 〜現場で使えるように〜:ISE Technical Conference 2018はじめてのUXデザイン、はじめてのデザイン思考 〜現場で使えるように〜:ISE Technical Conference 2018
はじめてのUXデザイン、はじめてのデザイン思考 〜現場で使えるように〜:ISE Technical Conference 2018
 
ユーザーインタビューからその後どうするの? 得られた情報を「UXデザイン」に落とし込む方法 | UXデザイン基礎セミナー 第3回
ユーザーインタビューからその後どうするの?得られた情報を「UXデザイン」に落とし込む方法 | UXデザイン基礎セミナー 第3回ユーザーインタビューからその後どうするの?得られた情報を「UXデザイン」に落とし込む方法 | UXデザイン基礎セミナー 第3回
ユーザーインタビューからその後どうするの? 得られた情報を「UXデザイン」に落とし込む方法 | UXデザイン基礎セミナー 第3回
 
メンタルモデル・ダイアグラムで学ぶ定性(質的)分析・親和図法 :2015年1月31日 ワイワイCAFE BITTER
メンタルモデル・ダイアグラムで学ぶ定性(質的)分析・親和図法 :2015年1月31日 ワイワイCAFE BITTERメンタルモデル・ダイアグラムで学ぶ定性(質的)分析・親和図法 :2015年1月31日 ワイワイCAFE BITTER
メンタルモデル・ダイアグラムで学ぶ定性(質的)分析・親和図法 :2015年1月31日 ワイワイCAFE BITTER
 
“UXデザイン”のキモ『ユーザーインタビュー』の具体的テクニックを詳解!| UXデザイン基礎セミナー 第2回
“UXデザイン”のキモ『ユーザーインタビュー』の具体的テクニックを詳解!| UXデザイン基礎セミナー 第2回“UXデザイン”のキモ『ユーザーインタビュー』の具体的テクニックを詳解!| UXデザイン基礎セミナー 第2回
“UXデザイン”のキモ『ユーザーインタビュー』の具体的テクニックを詳解!| UXデザイン基礎セミナー 第2回
 
デザインの要件定義
デザインの要件定義デザインの要件定義
デザインの要件定義
 
Webライティング11のルール
Webライティング11のルールWebライティング11のルール
Webライティング11のルール
 
GTMF 2017:プランナーが見るべきKPIとシリコンスタジオの分析ノウハウ シリコンスタジオ株式会社
GTMF 2017:プランナーが見るべきKPIとシリコンスタジオの分析ノウハウ シリコンスタジオ株式会社GTMF 2017:プランナーが見るべきKPIとシリコンスタジオの分析ノウハウ シリコンスタジオ株式会社
GTMF 2017:プランナーが見るべきKPIとシリコンスタジオの分析ノウハウ シリコンスタジオ株式会社
 
デザイン思考の基礎
デザイン思考の基礎デザイン思考の基礎
デザイン思考の基礎
 

En vedette

Mental models - Final Presentation
Mental models - Final PresentationMental models - Final Presentation
Mental models - Final PresentationKishan Salian
 
Mental Models, Empathy, and Design
Mental Models, Empathy, and DesignMental Models, Empathy, and Design
Mental Models, Empathy, and DesignIndi Young
 
Going to the Dogs
Going to the DogsGoing to the Dogs
Going to the DogsIndi Young
 
Building Trust on the Blockchain: The Importance of Mental Models
Building Trust on the Blockchain: The Importance of Mental ModelsBuilding Trust on the Blockchain: The Importance of Mental Models
Building Trust on the Blockchain: The Importance of Mental Modelsjessepollak
 
Sparking Creativity Through Empathy
Sparking Creativity Through EmpathySparking Creativity Through Empathy
Sparking Creativity Through EmpathyIndi Young
 
A Brief, Very Brief, Introduction to Task Based Models
A Brief, Very Brief, Introduction to Task Based ModelsA Brief, Very Brief, Introduction to Task Based Models
A Brief, Very Brief, Introduction to Task Based ModelsIndi Young
 
Digging Beyond Preferences
Digging Beyond PreferencesDigging Beyond Preferences
Digging Beyond PreferencesIndi Young
 
The mental model of timelines
The mental model of timelinesThe mental model of timelines
The mental model of timelinesWouter Walgraeve
 
Interviews: Stop Thinking and Start Listening
Interviews: Stop Thinking and Start ListeningInterviews: Stop Thinking and Start Listening
Interviews: Stop Thinking and Start ListeningIndi Young
 
mental model
mental modelmental model
mental modelZakiah dr
 
Practical Empathy
Practical EmpathyPractical Empathy
Practical EmpathyIndi Young
 
Conceptual models & Mental Models
Conceptual models & Mental ModelsConceptual models & Mental Models
Conceptual models & Mental ModelsChristina Wodtke
 
Mental Models and Concept Models
Mental Models and Concept ModelsMental Models and Concept Models
Mental Models and Concept ModelsChristina Wodtke
 
Innovation With Mental Models
Innovation With Mental ModelsInnovation With Mental Models
Innovation With Mental ModelsIndi Young
 
Using Empathy to Guide Product Strategy
Using Empathy to Guide Product StrategyUsing Empathy to Guide Product Strategy
Using Empathy to Guide Product StrategyIndi Young
 
Mental models (The Fifth Discipline)
Mental models (The Fifth Discipline)Mental models (The Fifth Discipline)
Mental models (The Fifth Discipline)Ruhi Beri
 
Mental Models, Service Design & The Problem With Convergence
Mental Models, Service Design & The Problem With ConvergenceMental Models, Service Design & The Problem With Convergence
Mental Models, Service Design & The Problem With ConvergenceHarry Brignull
 

En vedette (20)

Mental models - Final Presentation
Mental models - Final PresentationMental models - Final Presentation
Mental models - Final Presentation
 
Mental Models
Mental ModelsMental Models
Mental Models
 
Mental Models, Empathy, and Design
Mental Models, Empathy, and DesignMental Models, Empathy, and Design
Mental Models, Empathy, and Design
 
Mental models
Mental modelsMental models
Mental models
 
Going to the Dogs
Going to the DogsGoing to the Dogs
Going to the Dogs
 
Building Trust on the Blockchain: The Importance of Mental Models
Building Trust on the Blockchain: The Importance of Mental ModelsBuilding Trust on the Blockchain: The Importance of Mental Models
Building Trust on the Blockchain: The Importance of Mental Models
 
Sparking Creativity Through Empathy
Sparking Creativity Through EmpathySparking Creativity Through Empathy
Sparking Creativity Through Empathy
 
A Brief, Very Brief, Introduction to Task Based Models
A Brief, Very Brief, Introduction to Task Based ModelsA Brief, Very Brief, Introduction to Task Based Models
A Brief, Very Brief, Introduction to Task Based Models
 
Digging Beyond Preferences
Digging Beyond PreferencesDigging Beyond Preferences
Digging Beyond Preferences
 
The mental model of timelines
The mental model of timelinesThe mental model of timelines
The mental model of timelines
 
Interviews: Stop Thinking and Start Listening
Interviews: Stop Thinking and Start ListeningInterviews: Stop Thinking and Start Listening
Interviews: Stop Thinking and Start Listening
 
mental model
mental modelmental model
mental model
 
Mental models
Mental modelsMental models
Mental models
 
Practical Empathy
Practical EmpathyPractical Empathy
Practical Empathy
 
Conceptual models & Mental Models
Conceptual models & Mental ModelsConceptual models & Mental Models
Conceptual models & Mental Models
 
Mental Models and Concept Models
Mental Models and Concept ModelsMental Models and Concept Models
Mental Models and Concept Models
 
Innovation With Mental Models
Innovation With Mental ModelsInnovation With Mental Models
Innovation With Mental Models
 
Using Empathy to Guide Product Strategy
Using Empathy to Guide Product StrategyUsing Empathy to Guide Product Strategy
Using Empathy to Guide Product Strategy
 
Mental models (The Fifth Discipline)
Mental models (The Fifth Discipline)Mental models (The Fifth Discipline)
Mental models (The Fifth Discipline)
 
Mental Models, Service Design & The Problem With Convergence
Mental Models, Service Design & The Problem With ConvergenceMental Models, Service Design & The Problem With Convergence
Mental Models, Service Design & The Problem With Convergence
 

Similaire à How Organizations Use Mental Model Diagrams

Multi-dimensional: Building 21st Century Experiences for Financial Outcomes
Multi-dimensional:  Building 21st Century Experiences for Financial Outcomes Multi-dimensional:  Building 21st Century Experiences for Financial Outcomes
Multi-dimensional: Building 21st Century Experiences for Financial Outcomes Harriet Wakelam
 
Website Usability Tutorial For Online Marketers
Website Usability Tutorial For Online MarketersWebsite Usability Tutorial For Online Marketers
Website Usability Tutorial For Online MarketersPaul Sherman
 
The UX Unicorn Is Dead: Soft Skills Trump Coding Skills
The UX Unicorn Is Dead: Soft Skills Trump Coding SkillsThe UX Unicorn Is Dead: Soft Skills Trump Coding Skills
The UX Unicorn Is Dead: Soft Skills Trump Coding SkillsPaul Sherman
 
thinkLA AdU: UX 2015 Presentation Slides
thinkLA AdU: UX 2015 Presentation SlidesthinkLA AdU: UX 2015 Presentation Slides
thinkLA AdU: UX 2015 Presentation SlidesthinkLA
 
User Experience Design: A Primer for Marketers
User Experience Design: A Primer for MarketersUser Experience Design: A Primer for Marketers
User Experience Design: A Primer for MarketersJason Brush
 
Trager gaining insights workshop_csw_10-9-12
Trager gaining insights workshop_csw_10-9-12Trager gaining insights workshop_csw_10-9-12
Trager gaining insights workshop_csw_10-9-12Lisa Trager
 
Design Thinking For Quality Systems
Design Thinking For Quality SystemsDesign Thinking For Quality Systems
Design Thinking For Quality SystemsMichael Plishka
 
Camden Council (Design Group Project) Dropbox
Camden Council (Design Group Project) DropboxCamden Council (Design Group Project) Dropbox
Camden Council (Design Group Project) DropboxSeb Sear
 
Mobile UX London Conference Talk. ANDREW MCGRATH, Designing for Alien Life
Mobile UX London Conference Talk. ANDREW MCGRATH, Designing for Alien LifeMobile UX London Conference Talk. ANDREW MCGRATH, Designing for Alien Life
Mobile UX London Conference Talk. ANDREW MCGRATH, Designing for Alien LifeNaveed R
 
Lean UX Research in Startups
Lean UX Research in StartupsLean UX Research in Startups
Lean UX Research in StartupsSusan Wilhite
 
How to Scale Your UX Research
How to Scale Your UX ResearchHow to Scale Your UX Research
How to Scale Your UX ResearchUserZoom
 
UX Thinking - an introduction
UX Thinking - an introductionUX Thinking - an introduction
UX Thinking - an introductionScreamin Wrba
 
Ideation through research
Ideation through researchIdeation through research
Ideation through researchltux-jhb
 
產品設計師的日常以及他們大部分時間都不在座位上的秘密
產品設計師的日常以及他們大部分時間都不在座位上的秘密產品設計師的日常以及他們大部分時間都不在座位上的秘密
產品設計師的日常以及他們大部分時間都不在座位上的秘密伯方 蘇
 
Into the landscape of UX
Into the landscape of UXInto the landscape of UX
Into the landscape of UXVinny Wu
 
Sdec 2011 ux_agile_svt
Sdec 2011 ux_agile_svtSdec 2011 ux_agile_svt
Sdec 2011 ux_agile_svtsdeconf
 
Sis thu 1045 lance loveday
Sis thu 1045 lance lovedaySis thu 1045 lance loveday
Sis thu 1045 lance lovedayMediaPost
 
That conference strategic process for small teams bk
That conference   strategic process for small teams bkThat conference   strategic process for small teams bk
That conference strategic process for small teams bkDamon Sanchez
 
It Takes Two To Tango: How To Court Your Product Manager
It Takes Two To Tango: How To Court Your Product ManagerIt Takes Two To Tango: How To Court Your Product Manager
It Takes Two To Tango: How To Court Your Product ManagerRachel Daniel
 

Similaire à How Organizations Use Mental Model Diagrams (20)

Multi-dimensional: Building 21st Century Experiences for Financial Outcomes
Multi-dimensional:  Building 21st Century Experiences for Financial Outcomes Multi-dimensional:  Building 21st Century Experiences for Financial Outcomes
Multi-dimensional: Building 21st Century Experiences for Financial Outcomes
 
Website Usability Tutorial For Online Marketers
Website Usability Tutorial For Online MarketersWebsite Usability Tutorial For Online Marketers
Website Usability Tutorial For Online Marketers
 
The UX Unicorn Is Dead: Soft Skills Trump Coding Skills
The UX Unicorn Is Dead: Soft Skills Trump Coding SkillsThe UX Unicorn Is Dead: Soft Skills Trump Coding Skills
The UX Unicorn Is Dead: Soft Skills Trump Coding Skills
 
thinkLA AdU: UX 2015 Presentation Slides
thinkLA AdU: UX 2015 Presentation SlidesthinkLA AdU: UX 2015 Presentation Slides
thinkLA AdU: UX 2015 Presentation Slides
 
User Experience Design: A Primer for Marketers
User Experience Design: A Primer for MarketersUser Experience Design: A Primer for Marketers
User Experience Design: A Primer for Marketers
 
Trager gaining insights workshop_csw_10-9-12
Trager gaining insights workshop_csw_10-9-12Trager gaining insights workshop_csw_10-9-12
Trager gaining insights workshop_csw_10-9-12
 
Design Thinking For Quality Systems
Design Thinking For Quality SystemsDesign Thinking For Quality Systems
Design Thinking For Quality Systems
 
Ux thinking
Ux thinking Ux thinking
Ux thinking
 
Camden Council (Design Group Project) Dropbox
Camden Council (Design Group Project) DropboxCamden Council (Design Group Project) Dropbox
Camden Council (Design Group Project) Dropbox
 
Mobile UX London Conference Talk. ANDREW MCGRATH, Designing for Alien Life
Mobile UX London Conference Talk. ANDREW MCGRATH, Designing for Alien LifeMobile UX London Conference Talk. ANDREW MCGRATH, Designing for Alien Life
Mobile UX London Conference Talk. ANDREW MCGRATH, Designing for Alien Life
 
Lean UX Research in Startups
Lean UX Research in StartupsLean UX Research in Startups
Lean UX Research in Startups
 
How to Scale Your UX Research
How to Scale Your UX ResearchHow to Scale Your UX Research
How to Scale Your UX Research
 
UX Thinking - an introduction
UX Thinking - an introductionUX Thinking - an introduction
UX Thinking - an introduction
 
Ideation through research
Ideation through researchIdeation through research
Ideation through research
 
產品設計師的日常以及他們大部分時間都不在座位上的秘密
產品設計師的日常以及他們大部分時間都不在座位上的秘密產品設計師的日常以及他們大部分時間都不在座位上的秘密
產品設計師的日常以及他們大部分時間都不在座位上的秘密
 
Into the landscape of UX
Into the landscape of UXInto the landscape of UX
Into the landscape of UX
 
Sdec 2011 ux_agile_svt
Sdec 2011 ux_agile_svtSdec 2011 ux_agile_svt
Sdec 2011 ux_agile_svt
 
Sis thu 1045 lance loveday
Sis thu 1045 lance lovedaySis thu 1045 lance loveday
Sis thu 1045 lance loveday
 
That conference strategic process for small teams bk
That conference   strategic process for small teams bkThat conference   strategic process for small teams bk
That conference strategic process for small teams bk
 
It Takes Two To Tango: How To Court Your Product Manager
It Takes Two To Tango: How To Court Your Product ManagerIt Takes Two To Tango: How To Court Your Product Manager
It Takes Two To Tango: How To Court Your Product Manager
 

Dernier

OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureEric D. Schabell
 
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019IES VE
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024SkyPlanner
 
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationUsing IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationIES VE
 
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...Aggregage
 
Introduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxIntroduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxMatsuo Lab
 
20230202 - Introduction to tis-py
20230202 - Introduction to tis-py20230202 - Introduction to tis-py
20230202 - Introduction to tis-pyJamie (Taka) Wang
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfJamie (Taka) Wang
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAshyamraj55
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UbiTrack UK
 
How Accurate are Carbon Emissions Projections?
How Accurate are Carbon Emissions Projections?How Accurate are Carbon Emissions Projections?
How Accurate are Carbon Emissions Projections?IES VE
 
9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding TeamAdam Moalla
 
Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Brian Pichman
 
UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7DianaGray10
 
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesAI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesMd Hossain Ali
 
Nanopower In Semiconductor Industry.pdf
Nanopower  In Semiconductor Industry.pdfNanopower  In Semiconductor Industry.pdf
Nanopower In Semiconductor Industry.pdfPedro Manuel
 
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...DianaGray10
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarPrecisely
 

Dernier (20)

OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability Adventure
 
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
IESVE Software for Florida Code Compliance Using ASHRAE 90.1-2019
 
Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024Salesforce Miami User Group Event - 1st Quarter 2024
Salesforce Miami User Group Event - 1st Quarter 2024
 
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve DecarbonizationUsing IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
Using IESVE for Loads, Sizing and Heat Pump Modeling to Achieve Decarbonization
 
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
 
Introduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptxIntroduction to Matsuo Laboratory (ENG).pptx
Introduction to Matsuo Laboratory (ENG).pptx
 
20230202 - Introduction to tis-py
20230202 - Introduction to tis-py20230202 - Introduction to tis-py
20230202 - Introduction to tis-py
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
 
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
UWB Technology for Enhanced Indoor and Outdoor Positioning in Physiological M...
 
How Accurate are Carbon Emissions Projections?
How Accurate are Carbon Emissions Projections?How Accurate are Carbon Emissions Projections?
How Accurate are Carbon Emissions Projections?
 
201610817 - edge part1
201610817 - edge part1201610817 - edge part1
201610817 - edge part1
 
9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team
 
Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )Building Your Own AI Instance (TBLC AI )
Building Your Own AI Instance (TBLC AI )
 
UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7UiPath Studio Web workshop series - Day 7
UiPath Studio Web workshop series - Day 7
 
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesAI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
 
Nanopower In Semiconductor Industry.pdf
Nanopower  In Semiconductor Industry.pdfNanopower  In Semiconductor Industry.pdf
Nanopower In Semiconductor Industry.pdf
 
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
 
20150722 - AGV
20150722 - AGV20150722 - AGV
20150722 - AGV
 
AI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity WebinarAI You Can Trust - Ensuring Success with Data Integrity Webinar
AI You Can Trust - Ensuring Success with Data Integrity Webinar
 

How Organizations Use Mental Model Diagrams

  • 1. How Organizations Use Mental Model Diagrams Aligning Design Strategy with Human Behavior Indi Young
  • 2. Our Time Together 3:15-3:20 This Is Not Evaluative Research 3:20-3:25 Introduction to Mental Models 3:25-3:55 How Organizations Use Mental Models 3:55-4:00 Your Questions cc by-nc-nd UX Workshops SF 24- 2 Mar-11
  • 4. Evaluative “(adj) determining the significance, worth, or quality” “assessing or judging the value of” “e·valu·a·tive adj. Philosophy expressing an attitude or value judgment” “examining and judging carefully” Definitions from wordnetweb.princeton.edu, textanalysis.info, umich.edu cc by-nc-nd UX Workshops SF 24-Mar-11 4
  • 5. Generative “gen·er·a·tive adj. 1. Having the ability to originate, produce, or procreate. 2. Of or relating to the production of offspring.” “[jen-er-uh-tiv, -uh-rey-tiv] –adjective. capable of producing or creating.” Definitions from thefreedictionary.com, dictionary.reference.com cc by-nc-nd UX Workshops SF 24-Mar-11 5
  • 6. Techniques Uses Preference Survey Visual Design Opinions, likes, desires Focus Group Branding Mood Board Market Analysis Customer Feedback Advertising Campaign Preference Interview Card Sort Evaluative Usability Test Test Interaction Functionality What is understood or accomplished Log Analysis Test Screen Layout with an artifact, process, or service Search Analytics Test Nomenclature Customer Feedback Test IA Card Sort Generative Non-Directed Interview Interaction Design Mental environment in which things Contextual Inquiry Information Architecture get evaluated & decided Mental Model Alignment & Gap Analysis Ethnography Contextual Information Field Study Diary cc by-nc-nd UX Workshops SF 24-Mar-11 6
  • 7. Generative: make a nest, Evaluative: take the ideas paper the walls with outside the nest and see empathy, be creative in how well they actually that place, generate support people supportive ideas (debate about user-centered design: whether or not you invite customers to co-create with you in the nest) NTNU Engineering Sci & Tech BY-NC-SA; Bolt|Peters “User 06” BY cc by-nc-nd UX Workshops SF 24-Mar-11 7
  • 8. The customer objectives are to increase satisfaction and loyalty. This is hard. We have difficulty taking off our employee hat. Conference Table Discussion – Pulpolux !!! BY-NC-NA Flickr cc by-nc-nd UX Workshops SF 24-Mar-11 8
  • 9. Empathy Experience of the feelings, thoughts, attitudes of another cc by-nc-nd UX Workshops SF 24-Mar-11 9
  • 10. New York Times 23-Aug-09 “Experiencing Life, Briefly, Inside a Nursing Home” by Katie Zezima cc by-nc-nd UX Workshops SF 24-Mar-11 10
  • 11. Empathy Generates, Not Evaluates The point is to understand people deeply— — so deeply you could live their life, walk in their shoes, and make decisions exactly the way they would. Navajo Moccasin – Gary Graves CC-BY-NC-ND Flickr ggraves/2745631003 cc by-nc-nd UX Workshops SF 24-Mar-11 11
  • 12. Introduction to Mental Models
  • 13. What are mental models? “Models people have of themselves, others, their environment, and the things they interact with” Design of Everyday Things – Don Norman cc by-nc-nd UX Workshops SF 24-Mar-11 13
  • 14. What are mental models? Models your team has of others cc by-nc-nd UX Workshops SF 24-Mar-11 14
  • 15. Site Owners Measuring Success - Google Analytics Team, Jeff Veen cc by-nc-nd UX Workshops SF 24-Mar-11 15
  • 16. Type I Diabetics Coping with Their Condition Daily – Adaptive Path Team cc by-nc-nd UX Workshops SF 24-Mar-11 16
  • 17. Patrons Deciding What to Order – McDonald’s Menu Team, Jeff Pollard cc by-nc-nd UX Workshops SF 24-Mar-11 17
  • 18. People Running an Information Center – Omar Sosa Tzec cc by-nc-nd UX Workshops SF 24-Mar-11 18
  • 19. Buyers Purchasing Merchandise – Macy’s, Mary Piontkowski cc by-nc-nd UX Workshops SF 24-Mar-11 19
  • 20. Mental Spaces Large Business Owners Deciding How to Address HR/Financial Processes – PeopleSoft Team cc by-nc-nd UX Workshops SF 24-Mar-11 20
  • 21. Towers Large Business Owners Deciding How to Address HR/Financial Processes – PeopleSoft Team cc by-nc-nd UX Workshops SF 24-Mar-11 21
  • 22. Boxes (behaviors, beliefs, reactions) Support Large Business Owners Deciding How to Address HR/Financial Processes – PeopleSoft Team cc by-nc-nd UX Workshops SF 24-Mar-11 22
  • 23. cc by-nc-nd UX Workshops SF 24-Mar-11 23
  • 24. cc by-nc-nd UX Workshops SF 24-Mar-11 24
  • 25. Model of Support Items cc by-nc-nd UX Workshops SF 24-Mar-11 25
  • 26. Large Business Owners Deciding How to Address HR/Financial Processes – PeopleSoft Team cc by-nc-nd UX Workshops SF 24-Mar-11 26
  • 27. Pin the Tail on the Donkey Game – Motleye CC BY Flickr cc by-nc-nd UX Workshops SF 24-Mar-11 27
  • 28. Data exploration by Stamen Design – available at http://www.mysociety.org/2007/more-travel-maps/ cc by-nc-nd UX Workshops SF 24-Mar-11 28
  • 29. Data exploration by Stamen Design – available at http://www.mysociety.org/2007/more-travel-maps/ cc by-nc-nd UX Workshops SF 24-Mar-11 29
  • 30. cc by-nc-nd UX Workshops SF 24-Mar-11 30
  • 31. My Custom Pin the Tail on the Donkey – jsigharas CC-BY Flickr jsigharas/ cc by-nc-nd UX Workshops SF 24-Mar-11 31
  • 33. Support People’s Situations Better Match Mental Information Structures Strategize, Prioritize Skip Writing Huge Requirements Docs Help Teams Work Together
  • 34. Support People’s Situations Better Match Mental Information Structures Strategize, Prioritize Skip Writing Huge Requirements Docs Help Teams Work Together The Stanford Radar Dish Antenna – Raul Diaz CC-BY-NC Flickr radzfoto/3152110235
  • 35. People don’t just beat a path to our door anymore. The website wasn’t doing a good job of replacing sales reps, so we needed the mental model as evidence to change it and guide that change. cc by-nc-nd Indi Young 35
  • 36. cc by-nc-nd Indi Young 36
  • 37. cc by-nc-nd Indi Young 37
  • 38. cc by-nc-nd Indi Young 38
  • 39. We needed proof for the VC’s that we were doing our due diligence about our potential audience in this competitive space. What we got was that, and more. We learned why online dating hasn’t worked well. cc by-nc-nd Indi Young 39
  • 40. Figure Out How to Handle an Attraction Let Someone Know I'm Interested Female Dominated Male Dominated Both Genders Flirt Around with Someone Consider Whether I Consider Whether to Exchange Non- Should Act On My Respond to an Verbal Attraction to Someone Approach Communication Struggle With Consider My Attraction to Whether to Talk More and Someone Respond to an More Approach Be Unsure If I Appear Be Subtle With Want to Pursue Disinterested My Interest So See if Someone is Someone I Until I Am Sure He'll Pursue Interested in Me Work With of My Feelings Me Think It's Ok to Watch Her Read Next Respond Body Language Date Someone Email Before Politely to At Work If You For Sign of Responding Email Interest Work Indirectly Wonder if Guy Let Someone Get a Converse Know I'm Response from in Other State Anyway to Find will Move Interested by an Ice Breaker Out More Sending Email Online Closer cc by-nc-nd Indi Young 40
  • 41. Observe How Someone Interacts with Others Get a Better Sense of a Person See How Person Reacts Female Dominated in Social Environments Male Dominated Both Genders Watch How Ask Friends to Tell Me Person About a Person Interacts with Other Singles Watch Her Ask Friends Actions before About Introducing Someone Myself See If Person Ask Co- Responds Well Workers About Teasing from Someone Family/Friends Ask Friend to Play Along with Find Out About Assigned Someone Partner in Skit Weigh Friend's See How Opinion About Someone Someone Responds to Me Find Out About Observe the Someone That Behavior of the I'm Being Set Person's Up With Friends cc by-nc-nd Indi Young 41
  • 42. Go Out With a Person for the First Time Female Dominated Male Dominated Both Genders React to My First Sight of Person Feel Shocked by Different Appearance Lose Spark I Felt Because of Their Looks In Person Like a Guy's Looks from Afar cc by-nc-nd Indi Young 42
  • 43. cc by-nc-nd Indi Young 43
  • 44. cc by-nc-nd Indi Young 44
  • 45. cc by-nc-nd Indi Young 45
  • 46. Management told us to go make a new application that will compete with others who are already in the market. They thought we could just do a better job. The mental model told us that people are pretty well-served in that area already. But it also showed us a whole new area of the business that was completely under-served! So now we’re telling management that a different service will be a stronger bet. We just have to convince them to go for it. cc by-nc-nd Indi Young 46
  • 47. Assign Jobs Find Out Driver Location Reroute Drivers cc by-nc-nd Indi Young 47
  • 48. cc by-nc-nd Indi Young 48
  • 49. cc by-nc-nd Indi Young 49
  • 50. As leader of the centralized design group, I needed to convince other departments to trust us. I needed some early, substantiated design wins. cc by-nc-nd Indi Young 50
  • 51. cc by-nc-nd Indi Young 51
  • 52. cc by-nc-nd Indi Young 52
  • 53. Some new service design ideas just came from the words people used like, “Check family account.” We don’t have something called a “family account,” but it is obvious that people think about things in terms of the whole family and not each individual cardholder. Screenshots Kendra Davey, Pima County Library, prezi.com/fcyebws1kejb/mental-model/ Photo kendra k www.flickr.com/photos/kendrak/473205575/ cc by-nc-nd Indi Young 53
  • 54. cc by-nc-nd Indi Young 54
  • 55. cc by-nc-nd Indi Young 55
  • 56. cc by-nc-nd Indi Young 56
  • 57. I walked out of the library the other day after it was closed and saw a gentleman sitting on the ground using his laptop and my first thought was, “access wi-fi outside the library.” Then I thought, maybe we need an area for people to sit outside the library and use their laptops. Before this, I doubt I would have really thought about that customer. some just came from the words people used like, Check family account. We don’t have something called a “family account” but it is obvious that people think about things in terms of the whole family and not each individual cardholder. Even this small bit of knowledge gives us a lot of opportunity to design new services Wi-Fi BY-NC-ND Gerard Girbes www.flickr.com/photos/strike/1563071397/ cc by-nc-nd Indi Young 57
  • 58. Left: Dan Arganbright, Quixtar; Right: Discussion – *keagy.com of XPLANE CC-BY Flickr *keagy.com/ cc by-nc-nd Indi Young 58
  • 59. We still work with the Mental Model we co-created in 2005. I am pulling it out again this week for a new piece of work. It really has stood the test of time for us. Connie Frenette, Bell / Aliant Canada cc by-nc-nd Indi Young 59
  • 60. Support People’s Situations Better Match Mental Information Structures Strategize, Prioritize Skip Writing Huge Requirements Docs Help Teams Work Together
  • 61. I was certain that a better IA would help us increase our qualified leads, among other things. The mental model was a sure way to come up with the top-down IA. Our qualified leads increased significantly in the first quarter after launch, historically a low quarter for our business. cc by-nc-nd Indi Young 61
  • 62. cc by-nc-nd Indi Young 62
  • 63. cc by-nc-nd Indi Young 63
  • 64. Prospective students, hip to internet use, were turned off by the old organization. It was difficult to find what they wanted to know. Cal State East Bay Prospective Student Mental Model cc by-nc-nd Indi Young 64
  • 65. Credit to Archive.org cc by-nc-nd Indi Young 65
  • 66. Design by Laura Hansen, India Christman and team, sponsored by Lee Thompson cc by-nc-nd Indi Young 66
  • 67. cc by-nc-nd Indi Young 67
  • 68. cc by-nc-nd Indi Young 68
  • 69. Support People’s Situations Better Match Mental Information Structures Strategize, Prioritize Skip Writing Huge Requirements Docs Help Teams Work Together
  • 70. cc by-nc-nd Indi Young 70
  • 71. cc by-nc-nd Indi Young 71
  • 72. cc by-nc-nd Indi Young 72
  • 73. cc by-nc-nd UX Workshops SF 24-Mar-11 73
  • 74. Less Serious Passionate About About Study the Topic Carefully Consider Look Forward to the Academic College Experience Decisions Lots of Other Means to an End Life Experience Worried About How Exploring Paths to Get In & Stay In Student photos courtesy of Lower Columbia College via Flickr cc by-nc-nd Indi Young 74
  • 75. Support People’s Situations Better Match Mental Information Structures Strategize, Prioritize Skip Writing Huge Requirements Docs Help Teams Work Together
  • 76. Big Document – Ernie of Ann Arbor, Michigan CC-BY Flickr EAHIV/ cc by-nc-nd Indi Young 76
  • 77. cc by-nc-nd Indi Young 77
  • 78. DVD Release Dates – Redesign Proposal Towers of Note in Mental Model Get the DVD Buy Special DVDs Track Box Office Track Production Competition Studio News Quotes from Moviegoers Track Box Track Get DVDs as Office Production Gifts Competition Studio News “I own the extended editions.” “I own a lot of musicals … I have bought Meet Me in DVD Release Top Box Office Links to St. Louis.” Entertainment Dates Performers Websites Links to Gross “I get them as gifts a lot. DVDs … ” Income Tracking on Films “I get DVDs as gifts for other people.” Links to Box Office Websites “ … tracking the competition between the different movies.” “I keep an eye on release dates.” “ … scheduling strategy … Watching what strategy they “ … upcoming movie tracker that watches as projects employ and watching to see how that plays out in the box are developed… I know a lot about movies that aren’t office is an independent source of entertainment.” going to be out for another two years.” “ … tells you a lot about what the studio thinks about the “I subscribe to different mailing lists where they talk movie… That interests me too–the whole dynamic of how about what’s coming out.” studios release and produce movies. There is a whole level of personal politicking you can find out about through the “ … always read coverage off movie-related stuff in magic of the internet.” the media… there are a couple of websites that I read regularly that are movie related.” Observations The current application, “DVD Release Dates,” allows people to enter a movie title and it will return the by-nc-nd Indi Young cc upcoming 78
  • 79. We gave the advertising agency the mental model as part of the brief. It made the brief so strong and rich that their first work back to us was closer to the mark. Meeting photo courtesy of Jens Vermeersch, storyboard photo courtesy of Just Johnny; http://www.flickr.com cc by-nc-nd Indi Young 80
  • 80. Support People’s Situations Better Match Mental Information Structures Strategize, Prioritize Skip Writing Huge Requirements Docs Help Teams Work Together
  • 81. We expect that the mental model will help all these different teams rally together behind one vision, so we can avoid the confusion and battles that come with mergers like this. Photos courtesy of Steven G. Dean, Devika Singh cc by-nc-nd Indi Young 82
  • 82. The first time we got these mental models in front of merchandising, I saw them have that ah-ha moment! This was the first time they had seen it all in one place, and they could see that, yeah, there were gaps. The store operations guys said the data agreed with what they had found—it was the same stuff, but presented differently. Senior management outside dot-com said, “Wow, this is really actionable now.” It’s interesting that regardless of the data and the business, the mental model is successful in opening eyes.” cc by-nc-nd Indi Young 83
  • 84. A model of people’s behavior, philosophies, & emotions in a certain scoped situation Objects slotted, where appropriate, to support that behavior cc by-nc-nd UX Workshops SF 24-Mar-11 86
  • 85. Mental Models Book Code: INDI (25% discount) www.rosenfeldmedia.com Resources Section: - slides & videos - articles - how-to’s & templates @indiyoung indi@acm.org cc by-nc-nd Title Here City dd-mmm-yy 87