At FatDUX we use a set of tools, methods and models to help us DISCOVER the scope and objectives for the next step of User Experience DESIGN. This not only helps us to understand the problem itself and its context, it also brings the whole team on the same page - including the client - which makes the whole process far more effective once we DEPLOY the final solution.
Some of the tools are well-known and recognized in our industry, some of them we have developed ourself. But they are all well-proven to suit their task and to help us get our work done.
In most cases we use our toolset in connection with a workshop, where we - together with our client - work our way through a preprepared path of some of the tools below:
The Business Model Canvas
Allows us to develop and sketch out new or existing business models, to make sure that everybody understand what the business is about.
The Service Experience Scope
Provides us with the big scope - before, during and after conversion - of the combined business process and customer journey. And is backbone in several later elements.
The Costumer Journey Canvas
Builds on the previous models and gives us a picture of the whole customer journey, including customer expectation, experience and satisfaction.
The Service Blueprint
Maps out the internal processes, specifying both actions/events that happen in the time and place of the interaction, to back up critical service elements to support the customer journey.
The Touchpoint Matrix
Gives us a total view of all touchpoints, based on the combined customer journey and service experience scope, with three levels of detail.
The Stanford Credibility Test
Science shows that credibility is the one single most powerful force when making decitions. Are our competitors trustworthy? Are you? Take the Stanford Web Credibility Test.
The Ten Design Dimensions
How do different people perceive the same visuel design? Important when we discuss matters of unified perception of brand touchpoints.
The Personas
Behavior is much better to describe users. We use "Personas" to capture the characteristics of the various market segments, rather than demographical information.
The Brand Wheel
A simple exercise to find and describe the Brand Essence we need to convey across all the channels and touchpoints.
There are many more tools and models that we use in very specific cases, but generally the ones above has given us solid results to use in further steps in our development process.