dan nessler
digital experience designer

4. Process

Applying the Revamped Double Diamond to tackle the challenge in four steps.


“How might we design interactions and experiences for NNUIs (New and No User Interfaces)?” is the starting point and opening question for this research project.

The question is being treated as an “umbrella question”, meaning, that it is broad and should leave space to explore various fields of interest. To tackle this question I am making use of the Revamped Double Diamond design process model (Figure, 3). The findings and learnings from this process are fed into this study and are part of the outcome.

Figure 3: Revamped Double Diamond (Nessler, 2016)

4.1. Discover – Research

To explore the relevant fields around the initial research question, the brief is taken apart as a first activity. Resulting fields of interest are explored in secondary and primary research. Primary research focuses on literature, journals, blogs, industry media publications, and video and audio material. Core topics include the current market situation, technology, terminologies and design, UX and related guidelines.

Primary research is at first focused on five qualitative expert interviews. Additionally, two collaborations with industry partners provide practical first-hand insights. A collaboration with Adrian Zumbrunnen's and uxdesign.c’s uxchat.me provides insights into a real bot project and allows to gain first learnings. Collaborating with Swiss digital agency Hinderling Volkart allows accompanying the process of planning and developing their new website that features bots.

4.2. Define – Synthesis

In this phase, research findings get clustered into groups; insights evolve and potential opportunity areas form. They build the foundation to frame and specify the initial research question. In the case of this project, and based on the cooperation with Hinderling Volkart, the question gets re-framed around their specific project.

4.3. Develop – Ideation

The ideation phase focuses on the specific execution of the collaboration project with Hinderling Volkart and potential features and contents. In an ideal "Design Thinking" or "User Centred" process the question of whether to build a bot would be challenged. To account for this, this study relates to findings from the research phase and includes additional qualitative structured interviews. Thus, a second research and synthesis phase aiming at the new question and challenge is added. To carry out the cooperation project, an agile scum-like process based on Jongerius and Berghuis (2013) is embraced.

4.4. Deliver – Implementation

Within the implementation phase, a sprint based process of designing, prototyping, testing, and iterating is applied. The goal is to gain learnings from each sprint and implement learnings in following sprints. This results in a MVP and eventually the final website.

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