Interested in the topic, I read her thesis (which you can find here). Her thesis tries to determine which elements play a role in a successful communication process of rich experience information and how rich experience information can be successfully communicated in the
design process.
The result of the thesis is a framework that consists of 3 'fields':1. Qualities (that determine the success of communicating the rich experience information)
2. Operational means (that user researchers can apply to fulfil the qualities)
3. Mechanisms (that influence the impact of choices of operational means on one or more of the qualities)
As a result of the studies, Froukje also developed guidelines in how to use the framework:
1. Make a good communication plan
2. Represent real people
3. Sensitize designers
4. Address designers' own experiences
5. Make communication participatory
One of the things that was mentioned several times in the thesis was that time, money, organizational structure, communication standards and the attitude towards users determine, to a large degree, the success of communicating rich experience information. Although there are many possible efforts in engaging designers and (other) stakeholders, the effects remain limited to the possibilities in the organizational structure and mindset of the company. It makes it clear that it involves the entire company and not only one (or two) departments.
It was really nice to read the thesis (also because she used actual drawings in it) and would advise anyone interested in user centered design to read it too.
Image credit: Froukje Sleeswijk - Visser
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