Merge pull request #424 from 18F/eoc/387

Fix: switch to curly quotes in prose

content/methods/about.md

@@ -9,7 +9,7 @@ eleventyExcludeFromCollections: true
 The 18F Methods are a collection of tools that describe how our teams put human-centered design into practice. We’ve gathered them here and created simplified instructions to help other organizations and federal offices adopt human-centered design into their own projects. These cards are focused on design in the context of digital services, but can be adapted to non-technical design projects as well.
 
 ## The basics of human-centered design
-Human-centered design, also referred to as "user-centered design," is a methodology that incorporates feedback from the people for whom you are designing throughout the design process. The goal of human-centered design is to end up with a solution that is tailored to meet people's needs, with little wasted effort and reduced risk. To achieve this goal, design teams at 18F talk with and observe real users to understand their needs, context, and challenges, come up with design concepts that might address these challenges, and then test them with real users. Find more resources on human-centered design in government in 18F's [User Experience Design Guide](https://guides.18f.gov/ux-guide/) or at [digital.gov](https://digital.gov/topics/design/), including this overview of [the basics of human-centered design in government](https://www.youtube.com/watch?v=DGDCd2ELpok) from the Lab@OPM.
+Human-centered design, also referred to as “user-centered design,” is a methodology that incorporates feedback from the people for whom you are designing throughout the design process. The goal of human-centered design is to end up with a solution that is tailored to meet people's needs, with little wasted effort and reduced risk. To achieve this goal, design teams at 18F talk with and observe real users to understand their needs, context, and challenges, come up with design concepts that might address these challenges, and then test them with real users. Find more resources on human-centered design in government in 18F's [User Experience Design Guide](https://guides.18f.gov/ux-guide/) or at [digital.gov](https://digital.gov/topics/design/), including this overview of [the basics of human-centered design in government](https://www.youtube.com/watch?v=DGDCd2ELpok) from the Lab@OPM.
 
 ## Using the 18F Methods
 The 18F Methods are broken up into the four broad design phases your team is likely to go through during a project. The four phases are [Discover]({{ "/methods/discover/" | url }}), [Decide]({{ "/methods/decide/" | url }}), [Make]({{ "/methods/make/" | url }}), [Validate]({{ "/methods//validate/" | url }}). We provide cards that walk you through the steps of each phase and cards that deal with the [fundamentals]({{ "/methods/fundamentals/" | url }}). While some cards refer to other methods, you may use them independently. You do not need to use all the cards in a section or complete certain tasks before moving on to others. Take whatever cards are most useful to your team and incorporate more tools as you’re ready.

content/methods/decide/design-hypothesis.md

@@ -12,9 +12,9 @@ eleventyNavigation:
 method:
   title: Design hypothesis
   what: |
-    <p>Framing your work as a hypothesis means no longer just thinking about the thing you're making or building, but paying more attention to whether that work is achieving your intended goals and outcomes.</p>
+    <p>Framing your work as a hypothesis means no longer just thinking about the thing you’re making or building, but paying more attention to whether that work is achieving your intended goals and outcomes.</p>
 
-    <p>This in turn means thinking about your work as a series of experiments you do with your users to learn if you're on the right path. Instead of asking "Did we ship the shopping cart feature?" you ask: "Did we make it easier and simpler for our customers to buy from us?"</p>
+    <p>This in turn means thinking about your work as a series of experiments you do with your users to learn if you’re on the right path. Instead of asking “Did we ship the shopping cart feature?” you ask: “Did we make it easier and simpler for our customers to buy from us?”</p>
   why: When done collaboratively, hypothesis-building is powerful at getting a team on the same page about what it’s doing and why. It also allows the team to be flexible &mdash; if one approach doesn’t result in the outcome you expected, you have implicit permission to change course and try something else.
   timeRequired: 1-2 hours
   category: decide
@@ -35,7 +35,7 @@ method:
       <em>We’ll know we’re right when we see [this metric/signal].</em>
     </p>
 
-1. Once you've formulated your hypothesis, consider the following harm prompt to help the team think about and guard against potential unintended consequences of your work.
+1. Once you’ve formulated your hypothesis, consider the following harm prompt to help the team think about and guard against potential unintended consequences of your work.
 
     <p>
       <em>But, this could be harmful for [this user] if [this outcome happens].</em>

content/methods/decide/design-principles.md

@@ -11,8 +11,8 @@ eleventyNavigation:
   title: Design principles
 method:
   title: Design principles
-  what: Written statements, generally in the form of imperatives like "Earn people's trust," that serve as guiding lights during decision-making.
-  why: To give the team and the stakeholders a shared point of reference when negotiating next steps. Good design principles are specific to the project, not general truths, and should help teams say "no" to otherwise interesting proposals or generate ideas when they're stuck.
+  what: Written statements, generally in the form of imperatives like “Earn people’s trust,” that serve as guiding lights during decision-making.
+  why: To give the team and the stakeholders a shared point of reference when negotiating next steps. Good design principles are specific to the project, not general truths, and should help teams say “no” to otherwise interesting proposals or generate ideas when they’re stuck.
   timeRequired: 1 week, plus occasional refresher meetings
   category: decide
 ---

content/methods/decide/journey-mapping.md

@@ -11,7 +11,7 @@ eleventyNavigation:
   title: Journey mapping
 method:
   title: Journey mapping
-  what: A visualization of the major interactions shaping a user's experience of a product or service.
+  what: A visualization of the major interactions shaping a user’s experience of a product or service.
   why: To provide design teams with a bird’s-eye view of a service that helps them see the sequence of interactions that make up a user’s experience including the complexity, successes, pain points, and emotions users experience from the earliest phases of researching a product or service all the way through adoption.
   timeRequired: 4–12 hours
   category: decide
@@ -20,15 +20,15 @@ method:
 
 ## How to do it{#how-journey-mapping}
 
-1. Document the elements of the project's design context. This includes:
+1. Document the elements of the project’s design context. This includes:
     - People involved and their related goals
     - Their behaviors in pursuit of their goals
     - Information, devices, and services that support their behaviors
     - Important moments in how they experience a service or major decisions they make
     - The emotions associated with these moments or decisions
     - Potential harms (e.g. financial penalties, anxiety, damaged reputation) associated with these moments or decisions
-2. Visualize the order in which people exhibit behaviors, use information, make decisions, and feel emotions. Group elements into a table of "phases" related to the personal narrative of each [persona]({{ "/methods/decide/personas/" | url }}). Identify where personas share contextual components.
-3. Discuss the map with stakeholders. Point out insights it offers. Use these insights to establish [design principles]({{ "/methods/decide/design-principles/" | url }}). Think about how to collapse or accelerate a customer's journey through the various phases. Incorporate this information into the project's scope.
+2. Visualize the order in which people exhibit behaviors, use information, make decisions, and feel emotions. Group elements into a table of “phases” related to the personal narrative of each [persona]({{ "/methods/decide/personas/" | url }}). Identify where personas share contextual components.
+3. Discuss the map with stakeholders. Point out insights it offers. Use these insights to establish [design principles]({{ "/methods/decide/design-principles/" | url }}). Think about how to collapse or accelerate a customer’s journey through the various phases. Incorporate this information into the project’s scope.
 
 <section class="method--section method--section--additional-resources" markdown="1">
 

content/methods/decide/mental-modeling.md

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 ## How to do it{#how-mental-model}
 
-1. Create one three-columned table per [persona]({{ "/methods/decide/personas/" | url }}). Label the columns "Past," "Present behavior," and "Future."
+1. Create one three-columned table per [persona]({{ "/methods/decide/personas/" | url }}). Label the columns “Past,” “Present behavior,” and “Future.”
 1. In the middle column (Present behavior), list current user behaviors and pain points broadly related to the project, one per row.
-1. In the left-hand column (Past), list the products, services, features, and/or interfaces that the user encounters as they go about what's listed in the Present behavior column.
+1. In the left-hand column (Past), list the products, services, features, and/or interfaces that the user encounters as they go about what’s listed in the Present behavior column.
 1. In the right-hand column (Future), list possible products, services, features, and/or interface elements that in the future might change behaviors and pain points in the Present behavior column.
 
 <section class="method--section method--section--government-considerations" markdown="1" >

content/methods/decide/personas.md

@@ -19,10 +19,10 @@ method:
 
 ## How to do it{#how-personas}
 
-1. Gather research from earlier activities like [contextual inquiry]({{ "/methods/discover/contextual-inquiry/" | url }}) or [stakeholder interviews]({{ "/methods/discover/stakeholder-and-user-interviews/" | url }}) in a way that's easy to review. You can create placeholder personas without research to teach user-centered thinking, but because they're effectively stereotypes, avoid using them for implementable design decisions.
-1. Create a set of user archetypes based on how you believe people will use your solution. These typically get titles (for example, "data administrators" rather than "those who submit data"). Review the archetypes with "who questions:" Who is included? Who is being overlooked? Who is deciding whom to include?
+1. Gather research from earlier activities like [contextual inquiry]({{ "/methods/discover/contextual-inquiry/" | url }}) or [stakeholder interviews]({{ "/methods/discover/stakeholder-and-user-interviews/" | url }}) in a way that’s easy to review. You can create placeholder personas without research to teach user-centered thinking, but because they’re effectively stereotypes, avoid using them for implementable design decisions.
+1. Create a set of user archetypes based on how you believe people will use your solution. These typically get titles (for example, “data administrators” rather than “those who submit data”). Review the archetypes with “who questions:” Who is included? Who is being overlooked? Who is deciding whom to include?
 1. Analyze your records for patterns as they relate to user archetypes. Specifically note frequently observed goals, motivations, behaviors, and pain points, and potential harms (e.g. lack of consent, physical danger, being retraumatized).
-1. Pair recurring goals, behaviors, pain points, and potential harms with archetypes. Give each archetype a name and a fictional account of their day. Add a photo of someone who fits the description, but ideally not an image of someone you've actually interviewed and who may be recognized.
+1. Pair recurring goals, behaviors, pain points, and potential harms with archetypes. Give each archetype a name and a fictional account of their day. Add a photo of someone who fits the description, but ideally not an image of someone you’ve actually interviewed and who may be recognized.
 1. Link your personas to the research that inspired them. This is useful when researchers are interested in challenging the way a persona stereotypes a user.
 
 <section class="method--section method--section--18f-example" markdown="1" >

content/methods/decide/site-mapping.md

@@ -11,7 +11,7 @@ eleventyNavigation:
   title: Site mapping
 method:
   title: Site mapping
-  what: A comprehensive rendering of how a website's pages relate to one another.
+  what: A comprehensive rendering of how a website’s pages relate to one another.
   why: To audit an existing website by assessing its structure and content. Site maps also help you plan and organize the contents of a new website prior to <a href="https://guides.18f.gov/methods/make/wireframing/" class="usa-link">wireframing</a> and building it.
   timeRequired: 2–3 hours
   category: decide
@@ -21,7 +21,7 @@ method:
 
 1. List each page of a website or section.
 1. Take a screenshot of each page. Create a thumbnail for each screenshot.
-1. Print the thumbnails on individual pages if completing this exercise in person. Remote teams can use a shared whiteboard tool. Arrange the page thumbnails into a hierarchical diagram. Focus on the logical relationships between pages. If you're evaluating an existing website, focus more on these relationships than on the URL structure. If some pages function as sub-pages to another, the site map should reflect that.
+1. Print the thumbnails on individual pages if completing this exercise in person. Remote teams can use a shared whiteboard tool. Arrange the page thumbnails into a hierarchical diagram. Focus on the logical relationships between pages. If you’re evaluating an existing website, focus more on these relationships than on the URL structure. If some pages function as sub-pages to another, the site map should reflect that.
 1. Use the diagram to guide choices about things like information architecture and URL structures.
 
 <section class="method--section method--section--government-considerations" markdown="1" >

content/methods/decide/storyboarding.md

@@ -12,7 +12,7 @@ eleventyNavigation:
 method:
   title: Storyboarding
   what: A visual sequence of a specific use case or scenario, coupled with a narrative.
-  why: To visualize interactions and relationships that might exist between a user and a solution in the context of the user's full experience.
+  why: To visualize interactions and relationships that might exist between a user and a solution in the context of the user’s full experience.
   timeRequired: 1–2 days depending on the complexity of the scenario(s)
   category: decide
 ---

content/methods/decide/task-flow-analysis.md

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   title: Task flow analysis
 method:
   title: Task flow analysis
-  what: A step-by-step analysis of how a user will interact with a system in order to reach a goal. This analysis is documented in a diagram that traces a user's possible paths through sequences of tasks and decision points in pursuit of their goal. The tasks and decision points should represent steps taken by the user, as well as steps taken by the system.
-  why: To validate a design team's understanding of users' goals, common scenarios, and tasks, and to illustrate in a solution-agnostic way the overall flow of tasks through which a user progresses to accomplish a goal.  Task flow diagrams also help surface obstacles in the way of users achieving their goal.
+  what: A step-by-step analysis of how a user will interact with a system in order to reach a goal. This analysis is documented in a diagram that traces a user’s possible paths through sequences of tasks and decision points in pursuit of their goal. The tasks and decision points should represent steps taken by the user, as well as steps taken by the system.
+  why: To validate a design team’s understanding of users’ goals, common scenarios, and tasks, and to illustrate in a solution-agnostic way the overall flow of tasks through which a user progresses to accomplish a goal.  Task flow diagrams also help surface obstacles in the way of users achieving their goal.
   timeRequired: 2-3 hours per user goal
   category: decide
 ---
 
 ## How to do it{#how-task-flow}
 
-1. Based on user research, identify target users' goals that need to be analyzed.
-1. For each goal, identify common scenarios and the tasks and decisions that the user or system will perform in each scenario. Don't assume you and your stakeholders share the same understanding of the tasks. The idea is to make the flow of tasks explicit in the diagram, so that you can check your understanding by walking through the diagram with users (steps 4 & 5).
+1. Based on user research, identify target users’ goals that need to be analyzed.
+1. For each goal, identify common scenarios and the tasks and decisions that the user or system will perform in each scenario. Don’t assume you and your stakeholders share the same understanding of the tasks. The idea is to make the flow of tasks explicit in the diagram, so that you can check your understanding by walking through the diagram with users (steps 4 & 5).
 1. Produce a diagram that includes each task and decision point that a user might encounter on their way toward their goal. While there are several diagrammatic languages that can be used to produce task flow diagrams, the basic look is a flow chart of boxes for tasks and decision points and arrows showing directionality and dependencies among tasks. The diagram should cover the common scenarios identified in step 2.
 1. Present the diagram to a subject matter expert who knows the task(s) well enough to check for accuracy.
 1. In collaboration with users and/or subject matter experts, annotate the task flow diagram to pinpoint areas of interest, risk, or potential frustration.

content/methods/discover/cognitive-walkthrough.md

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 method:
   title: Cognitive walkthrough
   what: An evaluation method in which people work through a set of representative tasks and ask questions about the task as they go.
-  why: To get quick and early feedback on whether a design solution is easy for a new or infrequent user to learn, and why it is or isn’t easy. This method is useful for catching big issues at any stage in the design process when you don't have access to real users, but it is not a substitute for user evaluation.
+  why: To get quick and early feedback on whether a design solution is easy for a new or infrequent user to learn, and why it is or isn’t easy. This method is useful for catching big issues at any stage in the design process when you don’t have access to real users, but it is not a substitute for user evaluation.
   timeRequired: 30 minutes to one hour per person
   category: discover
 ---
@@ -19,9 +19,9 @@ method:
 
 1. Identify specific traits for new or infrequent users of a design solution.
 1. Develop a set of representative tasks that emphasize new use or infrequent use.
-1. Designate a member of the design team to play the role of a user. That person will use the traits you've identified to participate in a moderated usability testing session. (The traits can overlap.)
+1. Designate a member of the design team to play the role of a user. That person will use the traits you’ve identified to participate in a moderated usability testing session. (The traits can overlap.)
 1. Ask the user to accomplish their goal using a printed or interactive design. As they go, ask what they would attempt to do next or how they would learn.
-  1. Don't lead the user through the task, but encourage them to stay focused on what they're trying to accomplish.
+  1. Don’t lead the user through the task, but encourage them to stay focused on what they’re trying to accomplish.
   1. Pay attention to expected outcomes and how quickly/easily participants are able to pick up a task.
 1. Analyze the walkthrough results to highlight where the user struggled and what needs improvement.