Contexts of Use: A Framework for Connection

Key Insights

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  Personas should focus on user goals, motivations, and barriers rather than demographics or superficial traits.

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  Context of use narratives enrich personas by addressing intersectional identities and situational factors affecting user experience.

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  Frequent, semi-structured 'mini empathy interviews' provide valuable evolving user insights beyond traditional annual research.

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  Inclusive design anticipates a broad spectrum of human perspectives, not just the majority demographic (80%) but also smaller, marginalized groups (20%).

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  Public and nonprofit sectors often operate under tight budget constraints but innovate creatively to meet diverse user needs.

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  Engaging stakeholders and affected communities as co-designers in research fosters more relevant and effective outcomes.

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  Tools like empathy maps, journey maps, and user stories complement personas and context of use to guide design decisions.

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  Intersectionality includes both persistent and situational identity elements, plus factors of visibility to systems and data.

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  Behaviors such as seasonal service needs or temporary disabilities (e.g., broken wrist) highlight the dynamic nature of user contexts.

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  Designing with accessibility features from the start often benefits the entire user base, not only those with specific disabilities.

Notable Quotes