CITIZENS JIN THE MIST

CYD HARRELL

UX RESEARCHERCFA MENTOR

TWITTER HAIKUISTGAME OF THRONES FANIGNITE VIRGIN

DATAPOLIC

YTECH

CITIZEN EXPERIENCE

DESIGN

RESPECTPARTICIPATIONUNITY

RESPECTPARTICIPATIONUNITY

EMPATHY

13 YEARS IN THE FOREST

SO HOW DO WE START SEEING CLEARLY…

THROUGH A CITIZEN LENS?

Do people know what to bring with them to the DMV?

Can they get it done in one trip?

Do they understand the different lines?

How does the experience make them feel?

Do people know what to bring with them to the DMV?

Can they get it done in one trip?

Do they understand the different lines?

How does the experience make them feel?

Tell me about getting ready to come here today.

What are you hoping to finish in this visit?

How did you decide to get in this line?

How would you describe being here today?

SOMEONE WHO NEEDS TO DO THE THING

SOMEONE IN THE CROWD

THEIR CONSENT

YOUR THANKS

NO BUTTERFLY EFFECT

YES NO

CAUTION: ROCKET SCIENTISTS AT WORK

AB-CD+F

A+

GRADES RULE, SCALES DROOL

CAPTURE YOUR CONVERSATION

THE MOST STRIKING TRUTH OF THE CURVE IS THAT ZERO USERS GIVE ZERO INSIGHTS.--JAKOB NIELSEN

ONE THIS IS YOUR HOMEWORK

THANK YOUCREDITS

DMV photo: http://www.flickr.com/photos/graciepoo/Nielsen 5 users: http://www.useit.com/alertbox/20000319.htmlLikert scale image: http://allpsych.com/researchmethods/researchsoftware.htmlRocket: http://mix.msfc.nasa.gov/abstracts.php?p=330Butterflies: http://openclipart.org/detail/124339/cartoon_butterfly_dw3-by-kizzyblueAliens: Simpsons Treehouse of Horror VII: Citizen Kang

QUESTIONS? @CYDHARRELL