10 February 2012

Dan Lockton on behavioural heuristics

Be the first to share

Behavioural change researcher Dan Lockton discusses an approach which has emerged out of some of the ethnographic work he has 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: behavioural heuristics [which are] rules (of thumb) that people might follow when interacting with a system.

“I would envisage that with user research framed and phrased in the right way, observation, interviews and actual behavioural data, it would be possible to extract heuristics in a form which are useful for selecting design patterns to apply. While in the workshop we ‘decomposed’ existing systems without doing any real user research, doing this alongside would enable the heuristics extracted to be compared and discrepancies investigated and resolved. The redesigned system could thus match much better the heuristics being followed by users, or, if necessary, help to shift those heuristics to more appropriate ones.”

Read article

Be the first to share
3 March 2018
Putting humans at the center of health care innovation
The healthcare industry has long relied on traditional, linear models of innovation – basic and applied research followed by development and commercialization. While this “lab-bench to bedside” approach has improved healthcare globally, it can take …
30 January 2018
Designing better elderly healthcare with with Singapore’s public services
Many public services, from welfare to healthcare, are mainly intended for the elderly. One of the challenges of designing digital services is to create simple and effective public services for older users. Designers Italia, the …
30 January 2018
[Book] This Is Service Design Doing
This Is Service Design Doing: Applying Service Design Thinking in the Real World by Marc Stickdorn,‎ Markus Edgar Hormess,‎ Adam Lawrence,‎ and Jakob Schneider O'Reilly Media; 1 edition January 12, 2018, 568 pages > Video presentation How can you …
25 January 2018
[Study] Rethinking The Smart City – Democratizing Urban Technology
Rethinking The Smart City - Democratizing Urban Technology By Evgeny Morozov and Francesca Bria Rosa Luxemburg Stiftung, New York Office January 2018 Download pdf: English version - German version Following the celebration of the “creative city” (as described …
18 January 2018
The business of service: why think tanks need service design
Traditionally the notion of ‘business’ is perceived incongruent with the values of think tanks, writes Melanie Rayment. Those in academia, the third sector, and government policy makers often distinguish themselves in their pursuit of knowledge …
3 January 2018
Videos of all keynote and plenary presentations at the Service Design Global Conference
The theme of this year's Service Design Global Conference (November 2-3, Madrid) was Service Design at Scale. Through continued practice, widespread capability building, and successful implementation of service strategy and execution, the face of organisations …
19 December 2017
Service design video interviews
Marc Fonteijn, co-founder of the Dutch service design studio 31Volts, has been creating quite an impressive roster of video interviews with some of the leading service design players on his Youtube Service Design Show. The …
15 December 2017
The body is the missing link for truly intelligent machines
It’s tempting to think of the mind as a layer that sits on top of more primitive cognitive structures. But Ben Medlock, co-founder of SwiftKey, argues that the layered model of cognition is wrong. The point …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

26 February 2018
Designing Patient Solutions with Meaning: Review of technology and health apps for a better patient experience

Technology is radically changing the world of healthcare and acts at different levels in support of different stakeholders. There are several digital tools on the market (e.g. wearables, virtual reality, robotics, etc.), many of which work in integration with each other, for example, wearables connected to IOT applications. Experientia’s report provide an overview of some […]

22 December 2017
Happy new year 2018!
30 November 2017
New European study on e-Government initiatives

The latest eGovernment benchmark report of the European Commission shows significant improvement on cross-border availability of digital public services and accessibility of public websites from mobile devices in EU Member states. The study also indicates a need for improvement in transparency of public services delivery and use of supporting technology like eIDs or eDocuments. Performance […]

20 November 2017
Experientia and Italian bank Intesa Sanpaolo announce innovative partnership

Wide ranging partnership also covers collaboration with design schools and public events on service design “Finding the way forward for independent design means building new business models for service design consultancies in the age of the company buy-out.” Michele Visciola, President, Experientia PRESS RELEASE It seems the business world is finally realising that service and […]

26 October 2017
Epic storytelling with video

Another EPIC conference come and gone, and no, we’re not using “epic” in the way under-10s use it about cool things on the internet. EPIC is the Ethnographic Praxis in Industry Conference, one of the most important annual events for practitioners of anthropology, ethnography and related disciplines. Ethnography is one of Experientia’s key methodologies, underpinning […]

23 October 2017
Experientia is hiring! Service design intern

Service Design Intern: Lausanne, Switzerland and Turin, Italy Experientia, an international experience design consultancy, is looking for service design interns for our Turin, Italy office, to support research, concept development and design. The ideal candidate will be a holistic thinker and designer, with a systems approach to enable complex service offerings, driven by an understanding […]

See all articles