An excellent experience is the true measure of any product, service, or business.
The Creative, UX, and Accessibility Practice (CrUX) collaborates with students, product teams, and developers across Duke to practice, teach and consult on creating usable and accessible products, services, and solutions.
Make User Experience a Mainstream Practice at Duke.
We aim to integrate UX research, user-centered design, and accessibility into Duke’s culture and mindset by ensuring projects, services are:
- Informed by user research
- Designed with real users in mind
- Inclusive of every user, no matter their ability
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UX Discovery Research Rationale
In order to provide informed recommendations, we have to firsthand understand who and what we are dealing with. Discovery helps define how something is currently being handled and can uncover pain points which help define what needs to change. It is made up of research, interviews, and then a summarization of findings along with recommendations.
Here are some overarching steps that discovery research can take:
Goal: Learn all about the client/organization, current site functionality, current work flow of the business unit
Tactics: 1:1 interviews with team members (including senior team to find out their assumptions and goals, and help desk folks to discover most common complaints), current site analysis (which usually includes a complete site inventory), google analytics review, etc
Goal: Identify user patterns and behavior, develop empathy to understand true needs and priorities. Gain insight into real language used and further define audience needs. What do users define is the #1 need from a website or product (does it match up to senior team assumptions)? Feedback from this step should inform all business decisions.
Tactic: student/faculty/staff/user 1:1 interviews
Goal: Learn how other universities/organizations do things
Tactic: competitive audit, review similar competitor sites noting IA structure and angles of marketing. Rank competitors according to the same heuristics (which you can read about here: https://www.nngroup.com/articles/ten-usability-heuristics/)
Personas (depending on budget)
Goal: Define and prioritize target users and outline their specific needs to inform structure of site (or marketing of product)
Tactic: Based on other research done above
Overview deliverable for research phase:
Detailed report on discovery findings and outline specific take-aways (or tactics, if appropriate) from it.