Summary

• To build product customer loves, we need to be customer-centric
• Human-centered design is a creative approach to problem-solving that starts with people and ends with innovative solutions that are tailor-made to suit their needs
• User research is an important part of the human-centered design process
• LEGO© Serious Play© is an excellent communication tool used in the user research to uncover user’s latent knowledge
• In the LEGO© Serious Play© process, we invite users to actively participate in the user experience research co-discover their experience together
• Instead of just talking, we give them them the opportunity to “make” their experience and share it with us by telling their story
• The model built out of the process is a 3D representation of the user latent knowledge. It is always easier to use an object to project than putting into words
• We frame the challenges into HMW Questions. It turns a challenge into an action that let people think about possibilities (potential solutions)