Demystifying User Experience - General Assembly

transcript

USER EXPERIENCEDemystifying it with Mike Biggs

@MetaMikeBiggs

A BIT ABOUT ME

Mike Biggs

Instigator, Digital Strategist, Product Innovator, Management Consultant, Agilist, Lean UXer….. essentially a T-shaped person.

Places and projects:

▫︎Currently work at ThoughtWorks

▫︎Previously worked in digital agencies, NSW Government, Freelance..

▫︎Clients (past & current) include: CommBank, Vodafone, Macquarie Bank, Perpetual, Toshiba, MTV, VMware, The Rocks/Darling Harbour Precincts, Gatorade…

▫︎ Interesting stuff I’ve done: an Instagram rip-off, Hackathon Mentoring, Smart forms (that’s right, forms are interesting!), Soccer viewing iPad app.

Your experience of tonight is governed by your expectations as

much as what is actually delivered.

A BIT ABOUT YOU

Tell me about yourselves:

▫︎Developer vs design folk

▫︎Delivery vs business people

▫︎New vs seasoned

WHAT YOU’LL LEARN

▫︎Understand what we mean when we talk about UX (User Experience)

▫︎Where has it come from? - the need of humans…

▫︎Where it lives

▫︎ The UX process

▫︎What are the deliverables

▫︎ Environments

▫︎What Next?

UX HISTORY

WHAT IS UX?

ISO 9241-210 Human Centred Design

[1] defines user experience as "a person's perceptions and responses that result from the use or anticipated use of a product, system or service".

WHAT IS UX?

“User experience has broadened into being: every single touchpoint your that forms your business -

your brand.”

-Velvet Onion

WHAT IS UX?

So..where does UX live?

WHAT IS UX

Living in a Silo?

▫︎ An excellent structure for holding knowledge

▫︎ Also excellent at withholding knowledge

▫︎ Ensures UX is done RIGHT

▫︎Does not ensure UX is actually done

▫︎ IS a bottleneck

▫︎Does not address cultural change

▫︎ Commonly found in Waterfall environments

WHAT IS UX

Cross functional UX?

▫︎ Everyone’s responsible

▫︎ Can also mean no one’s responsible

▫︎ Potential consistency issues

▫︎Huge cultural advantages

▫︎More common in mature Agile environments

If UX is problem solving,

then a UX designer is a facilitator.

What problem are we solving again?

WHAT IS UX

At its heart, UX design aims to solve the problem of usability.

Usability is defined by 5 quality components:

▫︎ Learnability: How easy is it for users to accomplish basic tasks the first time they encounter the design?

▫︎ Efficiency: Once users have learned the design, how quickly can they perform tasks?

▫︎ Memorability: When users return to the design after a period of not using it, how easily can they reestablish proficiency?

▫︎ Errors: How many errors do users make, how severe are these errors, and how easily can they recover from the errors?

▫︎ Satisfaction: How pleasant is it to use the design?

WHAT IS UX

Examples: Good and Bad

▫︎ Login Sequence

WHAT IS UX

▫︎ Affordances / Cognitive load

WHAT IS UX

▫︎ Memorability / Satisfaction- Microinteractions

WHAT IS UX

▫︎ Memorability / Satisfaction- Microinteractions

WHAT IS UX

▫︎ Error Reporting

WHAT IS UX

▫︎ Persuasive design (copy)

WHAT IS UX

▫︎ Memorability - Navigation

WHAT IS UX

▫︎ Cross Channel

WHAT IS UX

▫︎ Labelling / IA - Also, Cognitive Load

WHAT IS UX

▫︎ Cross Channel

Basically..

“Don’t make me think”

-Steve Krug

THE UX PROCESS

The 5 D’s

▫︎Discover

▫︎Define

▫︎Design

▫︎Develop

▫︎Deliver

THE UX PROCESS

The Double Diamond:

THE UX PROCESS

The Design Thinking Process:

THE UX PROCESS

Discover Stage. Goal: To understand the User and their context.

Main contributor: User Researcher

Methods:

▫︎ Ethnographic research

▫︎ User diaries

▫︎ Interviews

▫︎ Card sort

Outputs:

▫︎ User stories & personas

▫︎ Problem statements

▫︎ Affinity diagrams

▫︎ Semantic Maps

EXAMPLES OF ACTIVITIES DELIVERABLES

Ethnographic Research

Empathy Maps

Personas

THE UX PROCESS

Define Stage. Goal: To define the high level requirements of any design output.

Contributors: Information Architect, Mythical UX Generalist, Project Manager, Product Manager.

Methods:

▫︎ Development of Product Requirements

▫︎ Define Information Architecture including Tree testing

▫︎ Project Plan development

Outputs:

▫︎ Product Requirements Document

▫︎ Tree testing report

▫︎ Project Plan

THE UX PROCESS

Content Inventories & Sitemapping

THE UX PROCESS

Design Stage. Goal: To design artefacts which address the problem as defined.

Contributors: Information Architect & Interaction Designer

Methods:

▫︎ Paper prototyping

▫︎ Digital Wireframing

▫︎ Explicit use of Usability Quality Metrics

▫︎ User Testing

▫︎ Visual Design Concepts

Outputs:

▫︎ Validated prototypes & wireframes

▫︎ Revised sitemap

▫︎ User flows

▫︎ UI designs

▫︎ Brand/ Marketing buy-in re visual design

THE UX PROCESS

User Flows

THE UX PROCESS

Think ‘views’ not pages

THE UX PROCESS

Content Matrix

THE UX PROCESS

Content Matrix

Pre Event At Event Post Event

Desktop

Mobile

THE UX PROCESS

Paper Prototypes

THE UX PROCESS

Wireframes

THE UX PROCESS

Develop Stage. Goal: To build software that will deliver the design as intended.

Contributors: Primarily Developers

Methods:

▫︎ Technical Architecture design

▫︎ UML

▫︎ Setup testing environment

▫︎ Release management

Outputs:

▫︎ Actual code

▫︎ No ‘UX’ deliverables

THE UX PROCESS

Deliver Stage. Goal: To release software to market.

Contributors: Primarily Developers

Methods:

▫︎ Test cases

▫︎ Testing

Outputs:

▫︎ Test reports

▫︎ No ‘UX’ deliverables

THE UX PROCESS

What is this process?

ENVIRONMENTS

Environments:

▫︎Waterfall

▫︎ Agile

▫︎ Lean

WHAT’S NEXT

Where is UX going?

▫︎ Product Management

▫︎ Service Design

▫︎ Industries/ contexts Where you can go:

▫︎Human Computer Interaction

▫︎ Lean Validation Board

▫︎Designing the organisation

TOOLS & RESOURCES

▫︎ mockflow.com < I use this one- cheap, good and you can share wireframes with clients/stakeholders remotely

▫︎ balsamiq.com < popular

▫︎ http://www.optimalworkshop.com/ < A suite of tools for organising your Information Architecture, then testing it. Also includes a tool for rapidly testing early designs/ sketches called Chalkmark. Recommended.

▫︎ loop11.com < allows you to remotely track how a user response to a detailed wireframe or full website design.

▫︎ Human Computer Interaction cousre-https://www.coursera.org/course/hciucsd

▫︎ Lean Validation Board- for Startups and Product development, but is just as useful when addressing UX - https://www.leanstartupmachine.com/validationboard/

THANKSMike Biggs @MetaMikeBiggs ThoughtWorks