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People-centered Design

  • People?
  • Centered?
  • Design?
  • Experience
  • Quality?
  • Data
  • People?
  • Centered?
  • Design?
  • Experience
  • Quality?
  • Data

The power of naturalistic observation

Winner of the HFES Kaplan Human-Centered Product Design Award (early 2000’s) this stroller had numerous patentable innovations and was extremely popular with those who bought one (judging by Amazon reviews and reviews elsewhere).

Strollers (pushchairs) are everywhere and so this project was a perfect opportunity to focus on natural observations, rather than conversation. Evenflo knew the main issues that would come up in conversation – the bigger challenge was knowing what kind of solutions would work.

Observations were conducted at the zoo, at shopping malls and in airports and a mind-map collected together the observations, along with the needs they represented and the kinds of solution that they might invite.

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Three-ring Binders

Zyliss Kitchen Gadgets

Opinions

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The importance of empathy

But with whom? Most work focuses on our empathy with our customers or users, but it may often be the case that we need empathy with our colleagues even more.

Maps are selective

All good maps are, by necessity, inaccurate.

Themes

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Methods / Tools

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Customer Encounters

Finding new ways to encounter customers is a vital part of a healthy people centred design culture. At Harmony, staff were required to listen in on Technical Support phone calls for a minimum of hours every month. This was very effective in shifting the culture. Going out into the world

Look, Listen, Try, Feel

The IDEO Methods cards were initially created as an internal tool, to help everyone see that design research was not a singular methodology, and that there were many, many options.

Journey Maps, etc

Journey maps are an extremely valuable tool and they are particularly effective at helping a broader team understand something of the bigger picture beyond the current narrow focus of the product release, feature, or UI screen. But there is a challenge of being sure that you are capturing the right
People-centered Design
  • People?
  • Centered?
  • Design?
  • Experience
  • Quality?
  • Data
  • People?
  • Centered?
  • Design?
  • Experience
  • Quality?
  • Data

info@peoplecentereddesign.org

© 2025 David Gilmore