Managing UX-pectations

By Warwick Bracken

http://www.meetup.com/The-UX-Design-Group-of-Melbourne/

Attribute: http://www.scaledagileframework.com

UCD gets lost in the system

• UX becomes a bottleneck

• Rushed designs

• No UX input at all

• Communication breakdown

1. We need to set realistic

expectations on UX

engagement and quality.

2. We need visibility of what

is falling through the

cracks.

Target experience quality

Aarron Walters hierarchy of user needs.

Functional

Reliable

Usable

Pleasurable

Business

Management

Engineering

We work with mere

mortals…

UX is a

dark art

DISTRIBUTED MODEL

UX management needs to keep an eye on the whole feature.

Then we have to deal with multiple

component teams…huh?

Story Story Story

Story

Story Story Story

In an “Agency” UX

engagement model…

Dependencies… ouch.

We may need an alibi…•Poor designs

•No user testing

•No UX engagement at all

•Blown deadlines

•UX debt is swept under the rug

• Managing expectations

• Arm ourselves with metrics

How to getAwayWith murder…

UX Engagement• Which features will we work on

• Which model are we going to use this release

• Dependencies and timeframes

• Responsibilities and communication

• Timing of UX rituals (Design reviews, workshops)

Managing expectations

Functional

Reliable

Usable

Pleasurable

Meeting: “Setting the bar”

When: Release & iteration planning sessions

Who: Stream leads & UX team

Agenda: • Set a target quality for MVP

• UX Engagement

• Estimation process

• Quality gates

• UX trend

• Predicting debt

UX DebtSet a target quality

for MVP

Factors the group should

consider:

• Timeframes

• Available resources

• Iterations

• Business/User value

Functional

Reliable

Usable

Pleasurable

MVP

UX Engagement• Which model are we going to use this release

• Dependencies

• Timing of UX rituals (Design reviews, workshops)

• Time allocated for research and future work

Estimationof features or stories

MVP

Set some basic standards for

UX engagement:

Business signoff

UX Engagement

Visual design

SME Workshops

Prototype

Guerilla testing

Functional

Reliable

Usable

Pleasurable

MVP

Business signoff

UX Engagement

Visual design

SME Workshops

Prototype

Guerilla testing

Functional

Reliable

Usable

Pleasurable

Estimationof features or stories

System Usability Score

Micro-interactions

Fully functional prototypes

Guerilla testing

Paper prototypes

Team design reviews

Workshops

Visual designs

Lo-fi wireframes

UX engagement

Business signoff

MVP

Functional

Reliable

Usable

Pleasurable

Estimationof features or stories

Focus groups

Contextual enquiries

Eye tracking

Interviews

System Usability Score

Micro-interactions

Fully functional prototypes

Guerilla testing

Paper prototypes

Team design reviews

Workshops

Visual designs

Lo-fi wireframes

UX engagement

Business signoff

MVP

Functional

Reliable

Usable

Pleasurable

Estimationof features or stories

Prioritisation …• Business value

• Weighted shorted job first

• We may not get a seat at the table

• Will probably result in “Bronze”

UX DebtUX Debt management

UX trend

Rush job = -1 point

No UX input = - 2 points

Custom JIRA value

Quality gates

Gates give us an opportunity to review designs, and

adjust our UX trend value.

Story Story Story

Story

Story Story Story

Optimistic burn-up

Realistic burn-up

UX Trend Quality

Team dashboard

Distributed team

Hybrid team

Agency team

Predicted UX Debt

• Assists resource planning

• Encourages focus on quality

• Facilitates improvement of processes

• Highlights potential weakness

• Liberates the UX team

In the short term

• Correlate UX trend with other metrics

• Improve UX efficiency

• Justification for more resources

• Improved product quality

In the long term

Summary• Communicate early and often

• Set the bar for UX engagement

• What gets measured gets managed

• Arm yourself with metrics

Thank you

Warwick Bracken

Oakton

warwick.bracken@oakton.com.au