How can we offer digital services without understanding what people value?

Andrea Hill

Andrea Hill

January 29, 2020

Four people sitting at a table, holding signs with question-marks over their faces
Four people sitting at a table, holding signs with question-marks over their faces
1 4t RYLN R Ena Kf3 X Dl88b A
from the article The One Biggest Error in Customer Interviews: Mistaking Opinions For Facts by Alex Osterwalder
from the article The One Biggest Error in Customer Interviews: Mistaking Opinions For Facts by Alex Osterwalder

The planned, one-way systematic collection, by or for the Government of Canada, of opinion-based information of any target audience using quantitative or qualitative methods and techniques such as surveys or focus groups. Public opinion research provides insight and supports decision making. The process used for gathering information usually assumes an expectation and guarantee of anonymity for respondents. Public opinion research includes information collected from the public, including private individuals and representatives of businesses or other entities. It involves activities such as the design and testing of collection methods and instruments, data collection, data entry, data coding, and primary data analysis.

07 Q Si U Hkw0 Mba1 KMN
1 MLR Deje B Wi Nt1b Ien Xb4p Q
0dai Hx Yxr5mm P14 TU
A pyramid with the label “Evaluation techniques” on the side. At the bottom is “expert evaluation — usable”. Above that is “user tests — useful”. The third tier says “competitive benchmarking — desirable” and at the top is “emotional assessment — delightful”.
A pyramid with the label “Evaluation techniques” on the side. At the bottom is “expert evaluation — usable”. Above that is “user tests — useful”. The third tier says “competitive benchmarking — desirable” and at the top is “emotional assessment — delightful”.
1 SX5gi L 7 K3852 N202 YZSTQ
From the Inclusive Design Resource Centre at OCAD University: https://idrc.ocadu.ca/about-the-idrc/49-resources/online-resources/articles-and-papers/443-whatisinclusivedesign
From the Inclusive Design Resource Centre at OCAD University: https://idrc.ocadu.ca/about-the-idrc/49-resources/online-resources/articles-and-papers/443-whatisinclusivedesign