ABSTRACT
Design activity has recently attempted to embrace “designing the
user experience.” Designers need to demystify how we design for
user experience and how the products we design achieve specific
user experience goals. This paper proposes an initial framework
for understanding experience as it relates to user-product interac-
tions. We propose a system for talking about experience, and look
at what influences experience and qualities of experience. The
framework is presented as a tool to understand what kinds of
experiences products evoke.
Keywords
experience, user experience, interaction design, research, theory
RELEVANCE OF PROBLEM
The past several years have witnessed a growing interest and
enthusiasm for “designing the user experience.” These ideas have
been embraced by designers and business people, interaction
design firms and e-business strategy providers. However, very lit-
tle has been done to demystify the idea of “designing the user
experience” and how interaction design and product design
achieve specific user experience goals. In this paper, we attempt
to provide an understanding of what user experience is and how
to design for one. We hope to clarify some of the current “user
experience” market-speak and ambiguous interchange of the
terms “experience” and “usability.”
Clearly, there is great interest in this subject, and there have been
a few initial efforts to create theories of user experience [1, 6, 11].
However, much more work is needed in order to understand
human experience and our efforts to design for it. Designers need
a clear idea of what experience is; what its components or ele-
ments are; and, perhaps more importantly, whether we can even
design or script experience, or simply be content to facilitate it or
keep from hindering it. In addition, we need to better understand
the principles of how people interact with various types of arti-
facts, and how those interactions affect the experiences people
have. Finally, these theories, to be useful, need to find expression
in design processes, materials, and forms.
As interaction designers and design researchers, we hope to derive
a theory of interaction design, rooted in human experience, made
complete with strategies for making the theory live in practice.
Critical areas of exploration include how interaction designers can
talk about experience, and what we mean by an experience; and
what connections there might be between product design
attributes and experience. A successful and useful theory must
directly support the design of products, services, environments,
and, possibly, experiences.
APPROACH TO DATE
Our interest in this problem stemmed from early thesis work as
master’s candidates in interaction design. Over time, we have
been able to put our early theories into practice, studying users
over a number of design projects with a variety of qualitative
research methods, and trying to discern what the data might tell us
about user experience.
We also conducted a workshop at the 1999 Usability
Professional’s Conference (http://www.goodgestreet.com/
experience/rep99.html) to take a critical first step in understand-
ing how designers can think about and support user experience in
their work. This forum provided the opportunity to talk to experts
from around the world who are working in the area of experience
as it relates to design. The workshop is the beginning of what we
hope will be a long conversation that will build a shared under-
standing, a common language, and a map of areas needing further
research and practice. What follows is the early results of our
work: ways to define experience, how to break it apart, and an ini-
tial framework for understanding experience as it relates to inter-
action design.
WAYS TO DEFINE EXPERIENCE
Often, use of the word “experience” and the concept of “user
experience” during product design and development processes
represent, at best, ambiguous buzzwords. We wanted initially to
create a systemic way to broadly talk about experience. Our
understanding of existing theories of experience has led to three
ways that we talk about experience: experience, an experience,
and experience as story.
The purest form of reference is experience, the constant stream
that happens during moments of consciousness. Self-talk or self-
narration is often the way that people acknowledge the passing of
this kind of experience. This definition is based on cognitive sci-
entist Richard Carlson’s theory of consciousness known as
Experienced Cognition [2].
419
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this notice and the full citation on the first page. To copy otherwise, or
republish, to post on servers or to redistribute to lists, requires prior specific
permission and/or a fee.
DIS '00, Brooklyn, New York.
Copyright 2000 ACM 1-58113-219-0/00/0008…$5.00.
The Building Blocks of Experience:
An Early Framework for Interaction Designers
Jodi Forlizzi
Human-Computer Interaction Institute and
School of Design, Carnegie Mellon University,
Pittsburgh, PA 15213
forlizzi@cs.cmu.edu
Shannon Ford
Scient Corporation
Chicago, IL 60610
sford@scient.com
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