Innovation Methods
Instead of relying on a verbal recount of experience, ask users to show you how they use a product or service. What people say they do is often quite different than what they do.
Observing users in action will help you understand the spectrum of experiences users can have with the same product or service.
Surveys, interviews, questionnaires, and focus groups don’t tell you what you need to know. Prompting users to show instead of tell often reveals what others have missed.
Instead of relying on a verbal recount of experience, ask users to show you how they use a product or service. What people say they do is often quite different than what they do.
Observing users in action will help you understand the spectrum of experiences users can have with the same product or service.
Surveys, interviews, questionnaires, and focus groups don’t tell you what you need to know. Prompting users to show instead of tell often reveals what others have missed.
Through interviews and observations, we learned that cardiologists were concerned that home-based palliative care couldn't meet the specific clinical needs of HF patients.
They stressed the importance of diligently monitoring the patient's weight and quickly mobilizing IV diuretics when patients needed to expel excess fluid. These insights helped us identify IV diuretics and telemonitoring as services that would need to be included in the AHCAH model.
A journey map is a visualization of a user's process to accomplish a task. Journey mapping involves plotting user actions onto a timeline.
Details on users' thoughts, emotions, and feedback are then added to the timeline to provide a holistic view of the experience or journey. Journey mapping will help you uncover what's working well in the current state and identify key pain points that need addressing.
You can build a journey map based on several users' observations, creating an archetype user journey, or you can use a template in real time as you conduct individual observations of users.
Human decisions and behaviors are heavily influenced by the environment in which they occur.
A nudge is an intervention that gently steers individuals towards a desired action. Nudges change the way choices are presented, or information is framed without restricting choice - although some nudges do change available offerings to drive behavior change.
To learn more about types of nudges like defaults, active choice, financial and social incentives, and more, visit the Nudge Unit website.