AUXStateofMindFRIDAY, MARCH 4, 2016

GSLIS CORPORATE ROUNDTABLE

@melindamiller @CateKompare

@jason_berg

Whatis UserExperience?

Where does it come from?

User Experience Designer

Information Architect

User Researcher

Interaction Designer

Usability Analyst

Content Strategist

Taxonomist

Product Designer

Experience Architect Visual/

Graphic Designer

User Needs

Business Goals

Technical Constraints

UX

Wireframes

Usabilitytest

Contentinventories

Affinitydiagrams

BPMNdiagrams

Blueprint

Customerjourneymap

UserStories

Personas

Compe??veAudit

StakeholdersInterviews

Storyboards

UserFlow

TaskAnalysis

Taxonomies

ContentAudit

Heuris?cAnalysis

UseCasesandScenarios

A/BTest

CardSor?ng

Sketches

Prototypes

Myth of genius designer

Today’sAgenda1. Facing a complex problem

2. Involving other people

3. Addressing the right problem

4. Defining done

HowdoUXprofessionalsfaceacomplexproblem?

We start with discovery (or research)

Don’t ask people what they want. We find out what they need.

Interviews Observa^on

Surveys Ac^vi^es

Usability tes^ng Help desk logs

Case Study: University of Illinois at Chicago (UIC)

Library

CASESTUDY

CASESTUDY

ACTIVITY

What do they see?What do they think?

What do they say?What do they hear?

What do they do?What do they feel?

Empathy Map

1. Identify your top target user groups. They could be internal.

2. Choose a specific group. Then get more specific. Give them a name and a job or title.

3. What question do you have for them? Write it down.

4. Now, get empathetic. Fill out each section to the right with real, sensory experiences.

5. Check your work. Have someone else in your organization look through and add details.

Name:

Job/Title:

Question:

Stakeholders are people, too

In 1963, the Stanford Research Ins^tute defined the concept of a stakeholder “as those groups without whose support the organiza^on would cease to exist. Your research should include anyone without whose support your project will fail.”

JustEnoughResearch by Erika Hall

Case study: A tale of two colleges

CASESTUDY

CASESTUDY

How do UX professionals face a complex problem?

Weworktounderstandthepeopleandcontextoftheproblemwe’retryingto

solve.

HowdoUXprofessionalsgetother

peopletohelpussolveit?

We invite them to join in

Case Study: MTD

CASESTUDY

CASESTUDY

Case Study: UIC

CASESTUDY

CASESTUDY

CASESTUDY

CASESTUDY

• Mee^ng face-to-face and engaging in complex

conversa^ons builds trust.

• Co-crea^ng solu^ons with the whole team helps people understand and empathize with different perspectives.

• Bringing people together helps build alignment on decisions and solu^ons.

• Gegng people to design solu^ons together creates

advocates that will accelerate change.

How do UX professionals get other people to help us solve it?

Weinvitethemtojoinin.

HowdoUXprofessionalsknowtheyaresolvingthe

rightproblem?

Analyze Synthesize Communicate

Analyze

Insert Pixo picture

Synthesize

Draw a picture of how to make toast. That is, darkened crispy

bread. Use no words in your diagram. Try to illustrate the important ac^ons

to someone who has never made toast before.

ACTIVITY

Communicate

How do UX professionals know they are solving the right problem?

Weanalyzewhatwe’velearnedandlookatitfromanewanglewithour

stakeholders.

HowdoUXprofessionalsknowwhenthey’redone?

CASESTUDY

Measure

• All support pages are rated helpful or very helpful by users

• X% of new visitors to our dedicated landing pages are subscribing to the email newsleier

Site analy^cs

Search analy^cs

How do UX professionals know when they’re done?

Wetestandmeasure,but…

Incorpora^ng UX

Q&A