Abstract
User experience research techniques and tools play a central role in the design of digital solutions. This paper reports the use of proxy users as a source of information about the end users in the discovery, definition and development stages as part of the Double Diamond design process, which offers a structure that diverges and converges between its stages, promoting flexibility to suit the project. The design process of an administrative tool as part of a mobile application to digital commerce is described and discussed. With the support of proxy users and the adoption of design tools such as Service Blueprint, User Journey, Proto-personas and Brainwriting, we arrived at the definition of the initial requirements for this administrative tool. At the end of the process, it was possible to recognize that the application of proxy users in common artifacts for User Experience research enabled the discovery of information about the end users from intermediaries. Unlike a process with direct contact with them, in this case, there was a need to carry out more steps to confirm the data since the user proxy may not represent the real expectations and needs of the end users.
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Notes
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For industrial confidentiality reasons, the real name of the company and the name of the application brought in this paper will not be revealed. They will be, from now on, referred to as “Company X” and “Application Y”. Job and role names have also been changed.
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We analyzed the usage of MoLIC in the process from the point of view of the participants. They highlighted the relevance in the usage of its usage to the creation of the prototypes. The final version of MoLIC is avaliable as supplementary materials [27].
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Moreno de Oliveira, G., Nascimento Carvalho, A., Lamego, B.S., Monteiro, I.T., Gonçalves, E.J.T., Basilio, A.F. (2022). Reporting the Application of User Experience Tools and Proxy Users in an Industrial Process Based on Double Diamond. In: Soares, M.M., Rosenzweig, E., Marcus, A. (eds) Design, User Experience, and Usability: UX Research, Design, and Assessment. HCII 2022. Lecture Notes in Computer Science, vol 13321. Springer, Cham. https://doi.org/10.1007/978-3-031-05897-4_5
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