PREPARED  BY  

HOW  TO  GET  RID  OF  THOSE  PESKY  USERS  

HxR  CONFERENCE  Magga  Dora    Senior  Experience  Designer  @maggadora  

May  13,  2014  

#HxR2014  

NO  MORE  PESKY  USERS  

• THEY  LEAVE  •  BECOME  TOO  FRUSTRATED  USING  YOUR  PRODUCT  

•  PERHAPS  NOT  A  GOOD  IDEA  IN  THE  LONG  RUN  

NO  MORE  PESKY  USERS  

• THEY  SUCCEED  •  THEY  ARE  TOO  BUSY  SUCCEEDING  TO  SPARE  YOU  A  THOUGHT  

SUCCESSFUL  USERS  

• WHAT  DO  WE  KNOW  ABOUT  USERS?  

• HOW  CAN  WE  APPLY  THAT  IN  OUR  WORK?  

• HOW  TO  MAINTAIN  A  USER  FOCUSED  PHILOSOPHY   Ψ

PEOPLE  ARE  PREDICTABLE  

• ONE  TRACK  MIND  

• WORKING  MEMORY  

• CHOICE  

• DECISION  MAKING  

• AFFECTING  BEHAVIOR  

• RECEIVING  SUPPORT   Ψ

ONE  TRACK  MIND  

• THE  WAY  YOU  SEE  YOUR  WEBSITE   • THE  WAY  THE  USERS  SEE  YOUR  WEBSITE  

WORKING  MEMORY  

• RESOURCE  LIMITED  

• VOLATILE  

• RANDOMLY  LOSES  INFORMATION  

REMEMBER  FOR  THE  USER  

• TELL  THEM  WHERE  THEY  HAVE  BEEN  

• TELL  THEM  WHAT  THEY  HAVE  DONE  

• SHOW  THEM  WHERE  THEY  ARE  

CHOICE  IS  VERY  DIFFICULT  

• WE  CAN  ONLY  KEEP  A  FEW  THINGS  IN  OUR  MIND  AT  ANY  ONE  TIME.  

• WE  CAN  ONLY  THINK  ABOUT  3-­‐4  CHOICES  AT  A  TIME.  BEST  CASE.    

• MAKE  A  CHOICE  FOR  YOUR  USER.  

COROLLARY  

• THE  USERS  AVOID  MAKING  A  DECISION  

• THEY  GO  WITH  YOURS  

• POSITIVE  EXAMPLE  

WHOSE  DECISION  IS  IT?  

• USERS  WILL  AVOID  MAKING  A  DECISION  WHICH  MEANS:  THEY  WILL  GO  WITH  YOUR  DECISION  

• UNTICKING  A  BOX  IS  A  DECISION  TOO  

• WHO  BENEFITS  FROM  YOU  DECISION?  

Thanks  to  DarkPaVerns.org  for  the  example  

DRAWING  ATTENTION  

• COLOR  MATTERS  

•  GREEN  =  GO/CONTINUE/SUCCESS  

•  RED  =  STOP/BACK/FAILURE  

• PLACEMENT  SHOULD  BE  WHERE  THE  USER  IS  LOOKING  

SOLVING  IT  WITH  DOCUMENTATION  

• IF  PEOPLE  DON’T  NOW  WHICH  BUTTON  TO  PUSH,  DOCUMENTING  IT  IN  THE  HELP  IS  NOT  SOLVING  THE  ISSUE  

• THE  PROBLEM  IS  IN  THE  INTERFACE  AND  NEEDS  TO  BE  SOLVED  THERE  

At any point in the interaction our users need to understand

• Where they are • How they got there • How they can proceed

HELPING  THE  USER  TO  SUCCEED  

• WE  KNOW  A  LOT  ABOUT  PEOPLE  AND  HOW  THEY  APPROACH  WHAT  THEY  ARE  DOING.  

• USING  THAT  KNOWLEDGE  WE  CAN  HELP  THEM  BE  SUCCESSFUL.  

• SUCCESSFUL  USERS  ARE  TOO  BUSY  DOING  THEIR  THING  TO  BOTHER  YOU.  

PREPARED  BY  

HOW  TO  GET  RID  OF  THOSE  PESKY  USERS  MAKE  USERS  SUCCESSFUL  

HxR  Conference  Magga  Dora,  Senior  Experience  Designer  

@maggadora  

May  13,  2014