What Users Don’t Say: Uncovering Unexpected Needs Through Contextual Design Research
Paul-Jervis Heath uses human-centred design to invent services and digital products that satisfy the latent needs of real people. He’s a designer and innovation consultant who helps companies make fundamental changes to their business by combining design thinking with business strategy and cutting-edge technology.
Over the last 15 years Paul-Jervis has led a diverse range of design projects such as in-car information systems, smart home appliances, concepts for retail stores of the future, many multichannel services and countless digital products.
As well as leading design teams, he’s often the person that clients bring in to develop their own design team or innovation practice by establishing innovation methods, defining design processes and creating a culture of innovation.
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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 […]