Needs, not solutions: designing for a real person

Designers don't start with a clever idea. They start with a person. That's called human-centred design: the person who will use the thing is at the centre of every decision.

Listen first

An empathy interview is a conversation where you try to understand how someone else experiences a problem. Empathy means seeing the world from their side. Ask about real moments: 'Tell me about the last time you tried to open a jar.' Real stories tell you far more than 'Do you like jars?'

Needs are not solutions

'I need a better bag' is a solution. 'I need to carry my lunch, books and sports gear without my shoulder hurting' is a need. A need leaves room for lots of possible answers. A solution shuts the door on all the others.

Watch as well as ask

People often leave out the most useful detail because it feels normal to them. A koro might say his jar is 'fine', then you watch him wedge it in a drawer to get enough grip. Watching someone do the task is part of the interview.

Write a brief together

A brief is a short statement of who the design is for, what it must do and the constraints. Writing it with your user (not for them) makes sure you are both aiming at the same target. The Ministry of Education's Technology teaching sequence calls this co-constructing a brief with stakeholders: the people who have an interest in, or are affected by, the design.

Keep checking back

Show your user sketches, then models, then the real thing. Each time, ask what works and what doesn't. The best designers are not the ones who never get it wrong. They are the ones who find out early.