Date post: | 19-Feb-2017 |
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Mature Products: The Cycle of UX Reinvention
Carol Smith - @carologic
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
The Roadster by Tesla
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Successful Products and Companies Innovate
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Small, incremental changes
http:
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.com
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Change is Constant – No Alternatives
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Seattle, WA
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Why are we resistant to change?1. Loss of control2. Excess uncertainty3. Surprise4. Everything seems different5. Loss of face6. Concerns about competence7. More work8. Ripple effects9. Past resentments10.Sometimes the threat is real
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Be Reactive
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
UX’ers make change by shaping experiences
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Successful Products• Enable people and are useful• Retain/increase number of users• Differentiate from competitors• Profitable• Adjust capabilities as appropriate
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Continuous learning via experimentationPrototyping, Usability testing, etc. with users
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Amazon.com 1998 - 2000
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
2016
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Inclination towards Action• Prototypes• Usability testing• Other learning activities• Actively learn about product use
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Constant monitoring• How are people using the product?•What are they saying?•Who is using it and why?•Who is not using it?
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Collect data•Web Analytics• Automated multivariate Testing• Net Promoter Scores (NPS) and other feedback
• Right information at the right time – challenging
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
When is my product Mature?
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Always maturing….
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Primary product vs. secondary• Primary product (software and Web sites)• Intuit TurboTax, IBM Watson, Amazon.com
• Secondary (Web sites)• Manufacturing company, Restaurant,
• Budget and Priority changes – not much else
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Cycle of reinvention = constant attention•Maintain • Relevance• Usability• Clarity• Access (mobile, browser, accessibility)• Technology
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Sources of Change
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Organizational forces bring change…• Branding changes•Marketing• Design language• Vision/Goals• Etc.
• Be aware of business drivers
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Change through pivoting (same vision)• Users• Solve a similar problem for a different set of users with existing product• Prioritization of work changes dramatically
• Highly trained user base is smaller than originally thought• Less knowledgeable user base – over time make less complex
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Pivot: User problem• Pattern of use changes• Solve a different problem for the same user
• Starbucks • Went from selling coffee beans and espresso makers
to brewing drinks in-house
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Pivot: Focus on capability• Reorient the product around what users are really doing• Abandon extra features that make it hard for new customers
to discover what's really valuable about the new, simplified solution
• PayPal • Customers were gravitating to the email-payments part
of their original solution• Ignoring the complex PDA-based cryptography solution
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Retiring capabilities•What is not being used?• Metrics• Least user comments• Focus shift
• Dead-ends that are no longer priorities• Irrelevant functionality (old browsers, refactoring code, etc.)• Distractions
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Design debt• Extra work that arises when design (code)
“that is easy to implement in the short run is used instead of applying the best overall solution“ - Wikipedia
•Managing when and how work is done• Part of overall cycle
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Graceful additions• Audit product• What is there?• What is valued?• What is less valued?• What are the current big issues?• What is sacred (hopefully nothing)?
• Examine vision and what matches with vision
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Transformations
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
continue…
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Staffing for change
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Challenge of fulfilling project needs• Long-term vs. short-term• Contractors vs. staff• Keeping knowledge of complex systems• Building UX mindshare across organization
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Meeting staff needs• Changing interests/focus• Growing skill set• Desires • Variety of work vs. consistent work• Recognition of contributions • Progression of career
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Resilience is necessary• “Process of adapting well in the face of adversity, trauma, tragedy,
threats or significant sources of stress”…
• It means "bouncing back" from difficult experiences.” - American Psychological Association
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Foster resilience in your team• Build mentorship •Weekly 1:1’s – how do you feel?• Help individuals move towards their goals• Support self-discovery• Celebrate success•Make work-life balance a priority
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Team Analysis - UX strengths and weaknesses
People and ProjectsRachel Daniel
@RainbowliciousD UX Director at MaxPoint htt
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#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Build a diverse team, T-shaped individuals
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Andrew Rivera,Walmart Global eCommerce
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Managing the cycle of UX reinvention• Embrace change – be reactive• Continuous learning via experimentation• Awareness of business drivers• Proper staffing
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Take care of you•Managing these new changes is exhilarating and exhausting
Kelly Goto@go2girlGoto Research
#UXPA2016www.uxpa2016.org
Session Survey: www.uxpa2016.org/survey/201 Conference Survey:
Contacting Carol• [email protected]•@carologic
Design Team Manager, IBM WatsonPittsburgh, PA
I’m hiring:• User Researcher• Interaction Designer
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