CONTENTS
INTRODUCTION 6
1 A/B Testing 8
2.AEIOU 10
3. Affinity Diagramming 12
4.Artifact Analysis 14
5.Automated Remote Research 16
6.Behavioral Mapping 18
7.Bodystorming 20
8.Brainstorm Graphic Organizers 22
9.Business Origami 24
10. Card Sorting 26
11.Case Studies 28
12.Cognitive Mapping 30
13.Cognitive Walkthrough 32
14.Collage 34
15.Competitive Testing 36
16.Concept Mappin 38
17.Content Analysis 40
18.Content Inventory & Audit 42
19.Contextual Design 44
20.Contextual Inquiry 46
21.Creative Toolkits 48
22.Critical Incident Technique 50
23.Crowdsourcing 52
24.Cultural Probes 54
25.Customer Experience Audit 56
26.Design Charette 58
27.Design Ethnography 60
28.Design Workshops 62
29.Desirabilit/ Testing 64
30.Diary Studies 66
31.Directed Storytelling 68
32.Elito Method 70
33.Ergonomi: Analysis 72
34.Evaluative1 Research 74
35.Evidence-oased Design 76
36.Experience Prototyping 78
37.Experience Sampling Method 80
38.Experiments 82
39.Explorato'y Research 84
40.Eyetracking 86
41.Flexible Modeling 88
42.Fly-on-tho-Wall Observation 90
43.Focus Groups 92
44.Generative Research 94
45.Graffiti Walls 96
46.Heuristic Evaluation 98
47.Image Boards 100
48.Interviews 102
49.KJ Techn que 104
50.Kano Analysis 106
51.Key Performance Indicators 108
52.Laddering 110
53.Literature Reviews 112
54.The Love Letter & the Breakup Letter 114
55.Mental Model Diagrams 116
56.Mind Mapping 118
57 Observation 120
58.Parallel Prototyping 122
59.Participant Observation 124
60.Participatory Action Research (PAR) 126
61.Participatory Design 128
62.Personal Inventories 130
63.Personas 132
64.Photo Studies 134
65.Picture Cards 136
66.Prototyping 138
67.Questionnaires 140
68.Rapid Iterative Testing & Evaluation (RITE) 142
69.Remote Moderated Research 144
70.Research Through Design 146
71.Role-playing 148
72.Scenario Description Swimlanes 150
73.Scenarios 152
74.Secondary Research 154
75 Semantic Differential 156
76.Shadowing 158
77 Simulation Exercises 160
78.Site Search Analytics 162
79.Speed Dating 164
80.Stakeholder Maps 166
81.Stakeholder Walkthrough 168
82.Storyboards 170
83.Surveys 172
84.Task Analysis 174
85.Territory Maps 176
86.Thematic Networks 178
87.Think-aloud Protocol 180
88.Time-aware Research 182
89.Touchstone Tours 184
90.Triading 186
91.Triangulation 188
92.Unobtrusive Measures 190
93.Usability Report 192
94.Usability Testing 194
95.User Journey Maps 196
96.Value Opportunity Analysis 198
97.Web Analytics 200
98.Weighted Matrix 202
99.Wizard of Oz 204
100 Word Clouds 206
ACKOWLEDGMENTS 208
ABOUT THE AUTHORS 208