1. ❖  audit current experiences and report what’s working and not working, and why. Make recommendations to improve the experience
2. ❖  supported methods:
3. —  expert evaluation
4. —  usability testing
5. —  field usability inquiry

1. ❖  provide insight into customer attitudes, behaviors, needs, and wants to inform product development and refinement
2. ❖  supported methods:
3. —  ethnographic research
4. —  participatory design
5. —  field usability inquiry

1. ❖  provide design strategy and recommendations for creating or improving user experiences
2. ❖  discover opportunity spaces for new products, services, and experiences
3. ❖  create high-level and detailed designs for web sites and applications
4. ❖  supported practices:
5. —  information architecture
6. —  interaction design
7. —  visual design
8. —  content strategy