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This Presentation Courtesy of the International SOA SymposiumOctober 7-8, 2008 Amsterdam Arenawww.soasymposium.cominfo@soasymposium.com
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MAKE OR BREAK:USING USER EXPERIENCE
SOA SYMPOSIUM7 OCTOBER 2008
Anne Thomas ManesVP & Research DirectorBurton Groupamanes@burtongroup.comhttp://www.burtongroup.com
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Make or Break: Using User ExperienceAgenda• Statements about user experience• Users, architects, and systems• Common UXP problems• Risks and reactions• Fat, thin, fit• Recommendations
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STATEMENTS ABOUT USER EXPERIENCE
Make or Break: Using User Experience
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User ExperienceIs an epiphenomenon:
• The visible consequences of the underlying system
• The user is primarily aware of what is seen
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WYGIWYS
“What you get is what you see.”
Gillian Crampton Smith
FactGood user experience (UXP) makes it easier to
accomplish sophisticated tasks.
(How much do we understand what users need to do?)
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FactGood UXP does not stop at the glass.
(But we tend to relegate UXP to visual design.)
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FactPoor UXP impacts productivity.
(Are we helping?)
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FactPoor UXP corrodes trust.
(Do we assume that people are forgiving?)
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FactUXP design challenges the human - machine
boundary.
(How comfortable are we at that boundary?)
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One of the major goals of the drive to higher levels has always been to make as natural as possible the task of communicating to the computer what you want it to do.
Douglas HofstadterGödel, Escher, Bach
One of the major goals of the drive to higher levels has always been to make as natural as possible the task of communicating to the computer what you want it to do.
(apologies to) Douglas HofstadterGödel, Escher, Bach
USERS, ARCHITECTS, AND SYSTEMSMake or Break: Using User Experience
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system
External users
Internal users
Architects*
outside
inside
External Users
External users are not captive, and they don’t want to be constrained.
They are driven by fashion and commerce.
They are sophisticated users of many technologies.
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Internal Users
Internal users are captive, but…
Their tasks are becoming more complicated.
They expect similar technology at home and at work.
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User Experience 18
(…to the same person at the same time)
Hacked my router
IMs, emails and talks on the phone...
Huge media consumer
Needs little instruction
Fearless
Kate, age 15
User Experience 19
Earl, age 701. When you say ‘phishing’ he thinks you mean it
2. Mistrusts the computer
3. Only uses the branch…
3.1. …but is starting to explore the internet and…
3.2 …will eventually find hisBank.com
User Goals
Users want control of their transactions……especially in an increasingly virtual world.
“You know all about me, but I’m in control.”
Wim Guerden
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User Goals
Users want to limit complexity……and decrease “time to done”.
“I don’t want to be controlled by a technology. I just want to get on with my life.”
Donald Norman
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System Architect Goals
Architects want to increase flexibility……and decrease (internal) time to market.
“One of the best things you can do is turn a large project into a small one by simplifying its architecture and process.”
Martin Fowler
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Systems
From How Buildings Learn: Stewart Brand
System layers change at different rates, and for different reasons.
skin
structure
services
space plan
stuff
site
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system
External users
Internal users
Architects*
outside
inside
Web 2.0
Enterprise 2.0
COMMON UXP PROBLEMSMake or Break: Using User Experience
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FEATURE SATURATIONCommon UXP Problems
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Just When I Thought I Knew How to Work It…27
Toto WellyouII
Not just a toilet…
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Climate, Comfort and Cleansing Control Unit
• Stop button (?)• Timed heating/cooling of room• Automatic seat up/down• Sensor flush• Powerful deodorizer • Sound effects
• while in use• volume control• onFlush()
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Network Connected Health Monitoring Collection Device
• urine analysis• blood pressure
measurement• body fat analysis
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Adventure Version31
Office 2003 to 200732
How much do you really need?33
PAVLOV’S UXPCommon UXP Problems
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Insert Card Here Insert Card Here
OTHER THINGS THAT CAN GO WRONG
Common UXP Problems
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Right Application, Wrong Form Factor38
Design Overloads the Structure39
Design Confuses the User40
APPLICATION DESIGNCommon UXP Problems
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Independent Applications, One Use Case
User devices/apps
Enterprise devices/apps
Software as a Service
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Independent Applications, One Use Case
User devices/apps
Enterprise devices/apps
Software as a Service
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IT Aggregation causes technology inertia44
Someone else’s really great idea
Notes
Someone’s really great idea
Legacy Java
ASP/COM
Mainframe hardware and apps
Enterprise COTS
Misc. web frameworks
The process stack45
tech to biz stack2.jpg
RISKS AND REACTIONSMake or Break: Using User Experience
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I discard quickly.47
I’m moving on!now now + 1 year 48
I’ll build what I need.
And then ask you to support it…
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FAT, THIN, FITMake or Break: Using User Experience
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RIA and the WebFat vs. Thin
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PrimitiveUXP
Stateless
ServerProcessing
No OS Integration
On-Line
Limited
Decentrally Managed
ClientProcessing
Off-Line
Lacks Portability
Centrally Managed
Ubiquitous
Portable
Stateful
OS Integration
RichUXP
Fat Client Thin Client
RIA
RichUXP
RIA and the WebRIA Capabilities
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Fit Clients53
Client/ServerProcessing
On/Off-Line
Fit Client
PrimitiveUXP
Stateless
ServerProcessing
No OS Integration
On-Line
Limited
Decentrally Managed
ClientProcessing
Off-Line
Lacks Portability
Centrally Managed
Ubiquitous
Portable
Stateful
OS Integration
RichUXP
Fat Client Thin Client
RIA
RichUXP
Fit Client Capabilities54
RECOMMENDATIONSMake or Break: Using User Experience
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Hire People who Study People
Then…
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Anthropologists! Anthropologists!
Integrate them into System Development57
Increase FlexibilityDecrease Coupling
Manage Complexity
skin
structure
services
stuff
space plan
site
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Make or Break: Using User Experience
References
• Burton Group’s Application Strategies• Rich Internet Applications: Creating an Effective Web Experience• Rich Mobile Application Development: Technologies and Standards
• Burton Group’s Content and Collaboration Strategies• SharePoint in the Enterprise: Building it Right from the Start• Content Analytics: Assessing the Value of Corporate Content
• Burton Group’s Identity and Privacy Strategies• User Provisioning• Personalizing the Identity Management Infrastructure: Engaging Users in
Content Management
• Burton Group’s Security and Risk Management Strategies• Securing “Web 2.0” Technologies
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