Session A10 – What Users Don’t Say: Uncovering Unexpected Needs Through Contextual Design Research

A session at UCD2013 User-Centred Design Conference

Saturday 9th November, 2013

12:00pm to 12:30pm (GMT)

I believe that watching real people doing real things in the real world helps us understanding them better than bringing them into an artificial usability lab environment. That deeper understanding undoubtedly helps us to design with empathy but more importantly it enables us to identify their latent needs. In doing so, it provides opportunities for us to create breakthrough products and services.

Through a collection of case studies we will explore diary studies, shadowing, contextual interviews, some informal contextual research techniques and some crowdsourced research techniques that have helped to inspire my design teams by immersing them in their users’ world.

My case studies will include mapping the customer experience of buying and using a new kitchen appliance, inventing a machine that means you never order the wrong size shoes online, concepting an app to support cancer patients and reinventing academic library services (and there’s a few others thrown in too).

About the speaker

This person is speaking at this event.
Paul-Jervis Heath

Service designer. Digital product designer. Innovation Consultant. Founding Principal at Modern Human.

Next session in Room A

12:30pm Session A11 – Shapes & Patterns: The Role of Pre-Attentive Psychology in Design by Stephen Denning

Coverage of this session

Sign in to add slides, notes or videos to this session

Tell your friends!


Time 12:00pm12:30pm GMT

Date Sat 9th November 2013


Room A, No.11 Cavendish Square

Short URL


View the schedule



See something wrong?

Report an issue with this session