LUMINATE Framework
Topic outline
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2: Understand
Understand their feelings
Using the information received during stage 1, try to understand the feelings of your end-users. To do this, you may need to conduct facilitated workshops, follow-up interviews (or online surveys) to fill gaps in your understanding.
Once you have done this, communicate your understanding to them to make sure they agree with your interpretation. Finally, reach a shared agreement of where the problems lie; this is how you define your “design challenges” that you will take to the next stage.
Use information gathered during the listening exercises to construct more specific feedback activities, e.g., online surveys, structured interviews, and group discussions. This stage aims to fully understand the feelings of your representative users and identify the most pressing problems.
During this stage, you conduct research in order to develop knowledge about what they do, say, think, and feel.
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Guidance on how to conduct structured interviews and surveys to gain a greater understanding of the challenges that face your students.
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The 5 Whys method is an iterative interrogative technique pioneered at Toyota Motor Corporation in the 1930s. It will help you explore the cause-and-effect relationships underlying a specific problem.
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This is an example of three proto-personas developed to help university staff better empathise with and understand the lived experiences of first-year undergraduate students. Link opens in new tab/window.