Hoekman writes a book that is very similar to the other advocates for "user-centered" design strategies, yet with a twist. He offers all the standard fare; a user-centered design schema, simplicity as a virtue, the need to design accommodating/polite/intuitive interfaces, resistance to feature creep, refinement strategies, etc. He also adds a timely admonition and chapter to "Think Mobile," I find particularly helpful. Where Hoekman offers something new is in his rejection of Cooper's use of personas for modeling the end user.
Hoekman does agree on modeling, but prefers designing for particular behavior/task over a fictional personas. He believes personas are confusing and an unnecessary distraction for designers, and because Cooper uses personas in conjunction with scenarios Hoekman says the backstory is superfluous and the scenario is the key. Design for the situation, because it doesn't matter who the user is the rest of the time, when using your application they are all the same. Research should focus on how people think and the ways they go about tasks involved with your application. The data is still collected through ethnographic research techniques, and still creates fact based models, but there is no character accompanying the model. This makes some sense if, as Hoekman asserts, design teams get bogged down in the fictional backstories accompanying personas. It could be situational design strategies, when coupled to other evolved conventions like simplicity, clean task flows, and machine courtesy are sufficient to the task. It would simplify the design process. Steve Jobs died a few day before this post, and he famously did not do user research but his own team's common sense to design state of the art, elegant interfaces.
Key Takeaways
Quickly transform Beginners to Intermediary users. I have read this before. Users to technology don't stay beginners very long. If it is well designed they learn what is necessary and useful to their goals, if not they give up. Also, users rarely become experts, so avoid overcomplicated design or a plethora of features. The goal is a quick and painless ramp up from first-time user to competent (if not expert) frequent user.
Learn and use Psychology. Not "I'm okay...You're okay," but what does cognitive psychological research teach us about memory, the way people process data, colors, etc.
Think Mobile. The idea here is to think of your application existing beyond the bounds of a desktop computer screen. Will it work on a smart phone, on a moving and noisy bus? He suggest keeping a tablet and phone beside your work station as you design to help consider the other vehicles for your app.
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