Category Archives: User experience

Report: Most people just trying to get by

Cubicles (image by Michael Lokner, used under CC licence)

Most people, for most of their day, are trying to get by. Every day is essentially a series of problems, some minor, some major, some requiring more thought than others. Some we care a lot about; some we wish we didn’t have to. Some are welcome; some we even bring on ourselves because we enjoy solving them; others are deeply unwelcome. Some we care about initially, but then find we no longer do; some we don’t care about to start with, but they become important to us over time.
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(introducing behavioural heuristics)

Some heuristics extracted by workshop participants

EDIT (April 2013): An article based on the ideas in this post has now been published in the International Journal of Design – which is open-access, so it’s free to read/share. The article refines some of the ideas in this post, using elements from CarbonCulture as examples, and linking it all to concepts from human factors, cybernetics and other fields.

There are lots of models of human behaviour, and as the design of systems becomes increasingly focused on people, modelling behaviour has become more important for designers. As Jon Froehlich, Leah Findlater and James Landay note, “even if it is not explicitly recognised, designers [necessarily] approach a problem with some model of human behaviour”, and, of course, “all models are wrong, but some are useful”. One of the points of the DwI toolkit (post-rationalised) was to try to give designers a few different models of human behaviour relevant to different situations, via pattern-like examples.

I’m not going to get into what models are ‘best’ / right / most predictive for designers’ use here. There are people doing that more clearly than I can; also, there’s more to say than I have time to do at present. What I am going to talk about is an approach which has emerged out of some of the ethnographic work I’ve been doing for the Empower project, working on CarbonCulture with More Associates, where asking users questions about how and why they behaved in certain ways with technology (in particular around energy-using systems) led to answers which were resolvable into something like rules: I’m talking about behavioural heuristics.
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dConstructing a workshop

dConstruct 2011 workshop

A couple of weeks ago, at dConstruct 2011 in Brighton, 15 brave participants took part in my full-day workshop ‘Influencing behaviour: people, products, services and systems’, with which I was very kindly assisted by Sadhna Jain from Central Saint Martins. As a reference for the people who took part, for me, and for anyone else who might be intrigued, I thought I would write up what we did. The conference itself was extremely interesting, as usual, with a few talks which provoked more discussion than others, as much about presentation style as content, I think (others have covered the conference better than I can). And, of course, I met (and re-connected with) some brilliant people.

I’ve run quite a few workshops in both corporate and educational settings using the Design with Intent cards or worksheets (now also available as a free iPad app from James Christie) but this workshop aimed to look more broadly at how designers can understand and influence people’s behaviour. This is also the first ‘public’ workshop that I’ve done under the Requisite Variety name, which doesn’t mean much different in practice, but is something of a milestone for me as a freelancer.

In the previous post I outlined what I had planned, and while in the event the programme deviated somewhat from this, I think overall it was reasonably successful. Rather than using a case study (I feel uneasy, when people are paying to come to a workshop, to ask them effectively to do work for someone else) we ran through a series of exercises intended to explore different aspects of how design and people’s behaviour relate to each other, and perhaps uncover some insights which would make it easier to incorporate a consideration of this into a design process.

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dConstruct workshop: Influencing behaviour: people, products, services and systems

Sign above a radiator, Brighton Dome

I’m running a workshop on Wednesday 31st August at dConstruct 2011 in Brighton, and I thought it would be worthwhile explaining in a bit more detail what it’s about, and what we’ll be doing.

Here’s the summary from the dConstruct website:

dConstruct 2011
Whether we choose to do it or not, what we design is going to affect how users behave, so we might as well think about it, and—if we can—actually get good at it. Bridging the gap between physical and digital product design, a systems approach can help us understand how people interact with the different touchpoints they experience, how mental models and cognitive biases and heuristics influence the way people make decisions about what to do, and hence how we might apply that knowledge (for good).

In this full-day practical workshop, we’ll try a novel approach to design and behaviour, using ourselves as both designers and cybernetic guinea pigs in exploring and developing a combination of physical and digital experiences. You’ll learn how to improve your own decision-making and understanding of how your behaviour is influenced by the systems around you, as well as ways to influence others’ behaviour, through a new approach to designing at the intersection of people, products, services and systems.

So what will the day actually involve? (You’re entitled to ask: the above is admittedly vague.) I’ve run quite a lot of workshops in the last couple of years, mainly using the Design with Intent toolkit in one form or another to help groups generate concepts for specific behaviour change contexts, but this one is slightly different, taking advantage of a full day to explore more areas of how design and behaviour interact, in a way which I hope complements dConstruct’s overall theme this year of “bridging the gap between physical and digital product design” usefully and interestingly. Also, the concept of ‘design for behaviour change’ is probably no longer new and exciting (at least to the dConstruct audience) in quite the way it might have been a few years ago: a more nuanced, developed, thoughtful exploration is needed. We’ll be using some of the Design with Intent cards throughout the workshop, but they’re not the main focus.

My plan is for the workshop to have four stages (3 shorter ones in the morning, 1 longer one for the afternoon):
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Learning from game design: 11 gambits for influencing user behaviour

Games are great at engaging people for long periods of time, getting them involved, and, if we put it bluntly, influencing people’s behaviour through their very design. Something conspicuously missing from Design with Intent v.0.9 is a satisfactory treatment of the kinds of techniques for influencing user behaviour that can be derived from games and other ‘playful’ interactions. I hope to remedy this in DwI 1.0, so here’s a preview of the eleven patterns I’ve included in the new Ludic Lens on behaviour change: patterns drawn from games or modelled on more playful forms of influencing behaviour.

These aren’t original, by any means. People such as Amy Jo Kim (see her great presentation ‘Putting the fun in functional’), Sebastian Deterding, Francisco Inchauste, Jeremy Keith, Geke Ludden, and of course Ian Bogost have done work which explores this area from lots of different angles, and it also draws on decades of research in social psychology. Russell Davies’ Playful (which I really should have gone to!) looks like it was very pertinent here too. (Note, this lens doesn’t cover Game Theory-like patterns, some of which are indeed relevant to influencing user behaviour, but which I’ve chosen to group under a new ‘Machiavellian Lens’)

My main interest here is to extract the design techniques as very simple design patterns or ‘gambits’* that can be applied in other design situations outside games themselves, where designers would like to influence user behaviour (along with the other Design with Intent techniques). So these are (at least at present) presented simply as provocations: a “What if…?” question plus an example. The intention is that the card deck version will simply have what you see here, while the online version will have much more detail, references, links and reader/user-contributed examples and comments.

Challenges & targets, Santa Barbara beachChallenges & targets

What happens if you set people a challenge, or give them a target to reach through what they’re doing?

« Whoever laid out this coffee tub as a target for throwing coins knew a lot about influencing people to donate generously and enjoy it

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User-centred design for energy efficiency in buildings: TSB competition

The deadline’s fast approaching (mid-day 17th Dec) for the UK Technology Strategy Board‘s ‘User-centred design for energy efficiency in buildings’ competition [PDF] – there’s an introduction from Fionnuala Costello here.

This is an exciting initiative which aims to bring together (in a 5-day ‘sandpit’) people from different disciplines and different sectors to address the problems of influencing user behaviour to improve the energy efficiency of offices and other non-domestic buildings, and generate commercially viable collaborative solutions to develop, some of which will then be part-funded by the TSB. Fionnuala’s blog, People in Buildings has some great posts and discussions exploring aspects of how human factors and technology together might be used to help people use energy more effectively. If you or your organisation are interested in these kinds of issues – and using design to address them – it’d be well worth getting an application in over the next few days.