Exploring problem-framing through behavioural heuristics

Design for behaviour change aims to influence user behaviour, through design, for social or environmental benefit. Understanding and modelling human behaviour has thus come within the scope of designers’work, as in interaction design, service design and user experience design more generally. Diverse approaches to how to model users when seeking to influence behaviour can result in many possible strategies, but a major challenge for the field is matching appropriate design strategies to particular behaviours (Zachrisson & Boks, 2012). In this paper, we introduce and explore behavioural heuristics as a way of framing problem-solution pairs (Dorst & Cross, 2001) in terms of simple rules. These act as a ‘common language’ between insights from user research and design principles and techniques, and draw on ideas from human factors, behavioural economics, and decision research. We introduce the process via a case study on interaction with office heating systems, based on interviews with 16 people. This is followed by worked examples in the ‘other direction’, based on a workshop held at the Interaction ’12 conference, extracting heuristics from existing systems designed to influence user behaviour, to illustrate both ends of a possible design process using heuristics.

Models of the user: designers’ perspectives on influencing sustainable behaviour

Influencing more environmentally friendly and sustainable behaviour is a current focus of many projects, ranging from government social marketing campaigns, education and tax structures to designers’ work on interactive products, services and environments. There is a wide variety of techniques and methods used, intended to work via different sets of cognitive and environmental principles. These approaches make different assumptions about ‘what people are like’: how users will respond to behavioural interventions, and why, and in the process reveal some of the assumptions that designers and other stakeholders, such as clients commissioning a project, make about human nature. This paper discusses three simple models of user behaviour – the pinball, the shortcut and the thoughtful – which emerge from user experience designers’ statements about users while focused on designing for behaviour change. The models are characterised using systems terminology and the application of each model to design for sustainable behaviour is examined via a series of examples.

The Design with Intent Method: a design tool for influencing user behaviour

Using product and system design to influence user behaviour offers potential for improving performance and reducing user error, yet little guidance is available at the concept generation stage for design teams briefed with influencing user behaviour. This article presents the Design with Intent Method, an innovation tool for designers working in this area, illustrated via application to an everyday human–technology interaction problem: reducing the likelihood of a customer leaving his or her card in an automatic teller machine. The example application results in a range of feasible design concepts which are comparable to existing developments in ATM design, demonstrating that the method has potential for development and application as part of a user-centred design process.

Making the user more efficient: Design for sustainable behaviour

User behaviour is a significant determinant of a product’s environmental impact; while engineering advances permit increased efficiency of product operation, the user’s decisions and habits ultimately have a major effect on the energy or other resources used by the product. There is thus a need to change users’ behaviour. A range of design techniques developed in diverse contexts suggest opportunities for engineers, designers and other stakeholders working in the field of sustainable innovation to affect users’ behaviour at the point of interaction with the product or system, in effect ‘making the user more efficient’. Approaches to changing users’ behaviour from a number of fields are reviewed and discussed, including: strategic design of affordances and behaviour-shaping constraints to control or affect energyor other resource-using interactions; the use of different kinds of feedback and persuasive technology techniques to encourage or guide users to reduce their environmental impact; and context-based systems which use feedback to adjust their behaviour to run at optimum efficiency and reduce the opportunity for user-affected inefficiency. Example implementations in the sustainable engineering and ecodesign field are suggested and discussed.

Exploring design patterns for sustainable behaviour

Products and services explicitly intended to influence users’ behaviour are increasingly being proposed to reduce environmental impact and for other areas of social benefit. Designing such interventions often involves adopting and adapting principles from other contexts where behaviour change has been studied. The ‘design pattern’ form, used in software engineering and HCI, and originally developed in architecture, offers benefits for this transposition process. This article introduces the Design with Intent toolkit, an idea generation method using a design pattern form to help designers address sustainable behaviour problems. The article also reports on exploratory workshops in which participants used the toolkit to generate concepts for redesigning everyday products—kettles, curtains, printers and bathroom sinks/taps—to reduce the environmental impact of use. The concepts are discussed, along with observations of how the toolkit was used by participants, suggesting usability improvements to incorporate in future versions.

Making instructions for others: exploring mental models through a simple exercise

This article introduces the idea of asking people to create instructions for others, as a way of exploring their mental models of designed systems. An example exercise run at the 2012 Brighton Maker Faire provides context. Article part of the 'On Modelling' forum edited by Hugh Dubberly.