7. Contextual Inquiry Analytics analysis Structured Interviews Task flow analysis Diary studies Usability tests Heuristic evaluation Participatory ethnography Card sorts

9. What Users Say What Users Do

11. Structured Interviews

16. Expressed need Implied need Latent need

18. Contextual Inquiry

37. What? Why? How?

38. DefinitionResearchSynthesisFeature

41. Affinity ThemeInsight ContentNo ability to submit feedback Value of content unclear GoalsIncrease efficiency Streamline communication SuccessesReach people Reduce frustration BarriersNo perceived social value