2. Content
• A Definition of UX*?
– Compared with CEM*
• The VALUE of UX
• The Elements of UX
• UX Methodology
• How 2 be an UX designer?
– The T-Shaped People/Team
* UX=User Experience
CEM=Customer Experience Management
3. So, what is Experience?
• 体验是主观的
• 体验是内在的、存于个人心中，是
个人在身体、情绪、知识上参与的
所得。
• 人们的体验会受到文化和情景
（contextual）的影响
9. User Experience or Customer Experience?
• 用户体验是人跟特定设计在交互时所产生的体验质量，设计可
以是特定产品，如一个杯子、玩具或网站，到更大的整合性体
验，如博物馆或机场。
User Experience (abbreviated: UX) is the quality of experience
a person has when interacting with a specific design. This can range from a specific artif
act, such as a cup, toy or website, up to larger integrated experiences such as a museum
or an airport.
Source: http://www.uxnet.org/
• 客户体验是客户与产品或服务供应商打交道时所有体验的总和。
Customer experience is the sum of all experiences a customer has with a supplier of
goods or services, over the duration of their relationship with that supplier. It can also
be used to mean an individual experience over one transaction; the distinction is usually
clear in context.
Source: http://en.wikipedia.org/wiki/Customer_experience
11. About The Term : UxD*
I invented the term because I thought
Human Interface and usability were too
narrow: I wanted to cover all aspects of
the person's experience with a system,
including industrial design, graphics, the
interface, the physical interaction, and the
manual. Since then, the term has spread
widely, so much so that it is starting to
lose its meaning.
Don Norman
* UxD=User Experience Design
12. The Value of UX
“good design is good business”
– TJ Watson, founder of IBM , an engineer a business man
“When I am working on a problem, I never think
about beauty. I think only how to solve the
problem. But when I have finished, if the solution
is not beautiful, I know it is wrong”
– Buckminster Fuller , the chemical scientist
26. The UX Honeycomb
• Useful If it's not useful, who cares if it's usable?
• Usable Don't make me think!
(Steve Krug, who wrote the book)
• Desirable Positive experiences build brand loyalty.
• Accessible Available to all, regardless of disability.
• Findable You can't use what you can't find.
(Peter Morville: The Age of Findability)
• Credible Quality design builds trust.
35. 心智模式
A mental model is an explanation of someone's thought process about how something works in the real
world. It is a representation of the surrounding world, the relationships between its various parts and a
person's intuitive perception about their own acts and their consequences. Our mental models help shape
our behavior and define our approach to solving problems (think personal algorithm) and carrying out
tasks.
40. The UX Treasure Map
http://www.adaptivepath.com/events/training/complete/files.php http://semanticstudios.com/publications/semantics/000228.php
41. Experience Design
• 体验设计是设计产品、流程、服务、事件和环境的实践 —每一项都
是人类体验 — 基于对个人或小组的需求、欲望、信念、知识、技能、
经验和观念的考虑。
Experience design is the practice of designing products, processes, services, events, and environments -- each
of which is a human experience -- based on the consideration of an individual's or group's needs, desires,
beliefs, knowledge, skills, experiences, and perceptions.
• 一项新兴的学科，体验设计试图从诸多领域吸取养分，包括：认知心
理学、知觉心理学、语言学、认知科学、建筑学、环境设计、触觉论、
产品设计、信息设计、信息架构、人类学、品牌管理、交互设计、服
务设计、讲故事、启发法和设计思维。
cognitive psychology and perceptual psychology, linguistics, cognitive science, architecture and environmental
design, haptics, product design, information design, information architecture, ethnography, brand
management, interaction design, service design, storytelling, heuristics, and design thinking.
