Navigating the Seven Stages of Action: Unlocking the Secrets of User Behavior

Navigating the Seven Stages of Action : Unlocking the Secrets of User Behavior

Welcome to the latest edition of "User Research - Things to Know"! In this issue, we're delving into Don Norman's concept of the "Seven Stages of Action," and how user researchers can harness this framework to gain profound insights into user behaviors, needs, and pain points during their interactions with products and services.

1. Forming the Goal: Unveiling Motivations

Meet Sarah, an avid traveler. She's forming a goal: planning her dream vacation to a serene tropical island. User researchers can conduct surveys or interviews to understand what aspects of such vacations resonate with users like Sarah, gathering insights to design tailored experiences.

2. Forming the Intention: Decoding Decision-Making

As she scrolls through travel websites, Sarah decides on the best time to visit the island, considering weather and flight availability. Researchers can perform usability testing to identify if the decision-making process is intuitive and if users can easily access information.

3. Specifying the Action: Mapping Interaction Steps

With her dates set, Sarah selects a flight and chooses a beachfront resort. Researchers can employ user journey mapping techniques to understand pain points during this stage, ensuring a seamless flow of interactions.

4. Executing the Action: Smooth Sailing or Rough Waters?

As Sarah proceeds to checkout, she encounters an error when processing her payment. Frustration sets in. User researchers can conduct user testing to identify common error scenarios and refine error messages for better user support.

5. Perceiving the State of the System: Feedback Matters

After resolving the payment issue, Sarah received a confirmation email with her itinerary. She feels relieved and excited. Researchers can analyze the effectiveness of feedback mechanisms by observing whether users like Sarah understand and trust the system's responses.

6. Interpreting the State: Making Sense of the Outcome

As her vacation approaches, Sarah reviews her itinerary and travel details. Researchers can engage in user interviews to understand how users interpret the information provided and whether they have a clear understanding of their upcoming experience.

7. Evaluating the Outcome: Measuring Satisfaction

Returning from her vacation, Sarah reflects on her experience. The serene island surpassed her expectations, but some excursion logistics were confusing. Researchers can utilize post-experience surveys to measure satisfaction, identify pain points, and gather suggestions for improvement.

Applying Insights to Improve UX

By exploring these stages with Sarah's journey in mind, user researchers gain invaluable insights into user experiences. These insights drive the design and development of travel platforms that cater to users like Sarah, enhancing satisfaction and engagement.

Thank you for joining us in this exploration of the Seven Stages of Action! Stay tuned for more "User Research - Things to Know" in our upcoming newsletters.

Remember, understanding the stages leads to unlocking a world of user-centric design possibilities!