Date post: | 21-Apr-2017 |
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UX MYTHS AND WHY WE SHOULD PAY ATTENTION
KETUT SULISTYAWATI, PHD
@tyawati
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
HELLO! I’M SULIS
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Who Am I?
• Customer Experience consultant
• Indonesian – Balinese ;)
• Lived in Singapore for 12 years
• Bachelor in product design - NTU, Singapore PhD in Human Factors – NTU, Singapore
I previously worked at • Dell Experience Design Group, Singapore • Hewlett-Packard Global Design Studio • Reading Room, Singapore Now at Somia Customer Experience, Indonesia
4/30/14 3 2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
THE ERA OF ABUNDANCE AND AUTOMATION Today we have a lot more choices And they are faster, better, cheaper than before
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We are moving towards the Experience Economy
http://goo.gl/H7LyCa
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COMMODITY
Coffee beans 75 cents / pound
$0.01 – $0.02 per cup
Roasted, grinded, packaged, sold in a grocery store
$0.05 – $0.25 per cup
Brewed and served
$0.5 – $1 per cup
The same coffee in Starbucks
$2 – $5 per cup
GOODS SERVICES EXPERIENCE
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www.uxisnotui.com
The various UX roles that a person can fulfill are plentiful. Some are whole jobs, some whole careers, others are tactical roles we all move in and out of.
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What happen before they land on the website?
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What happen after they leave the website?
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
“YOU ARE NOT THE USER NEITHER IS YOUR BOSS”
When designing, it’s easy to assume that everybody is like you.
You know a lot about your services and your website.
But sometimes, knowing too much can backfire.
It is difficult to unlearn what you know.
Stop seeing inside-out, start involving your users and get fresh outside-in perspectives.
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Jessyca Frederick Director of Product Management, ThisNext
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TASK: You saw your friend’s Lenovo phone and now you are considering to buy one for yourself. Please try to buy it.
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Asking people what they want won’t always reveal the products they do want.
People can make confident but false predictions about their future behavior, especially when presented with a new and unfamiliar design.
www.uxmyths.com
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WE CREATE BALANCE
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PEOPLE (desirability)
BUSINESS (viability)
TECHNOLOGY (feasibility)
EXPERIENCE INNOVATION
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http://mashable.com/2013/10/30/ux-myths/
Most people only see vanilla UX, the tactical, visible / client facing part. Hardcore UX begins with tactical, organizational activities. Big gains start coming when an organization leverages design-thinking and a user experience mindset in their culture.
4/30/14
UX IS EVERYONE’S RESPONSIBILITY
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A customer’s experience is affected by the whole story: brand, campaigns, websites, store design, packaging, product design, interaction design, customer support, user community, disposal / replacement. It’s absurd to think that one person can design all of this. Good UX design requires everyone in the team to understand the users, and do their part of the job to deliver experiences to the users in an orchestrated manner.
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
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HOW DOES UX FIT IN THE DEVELOPMENT PROCESS?
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Research Define Design Develop
Many think that user experience design is confined to sketching the interfaces.
However, UX design is a much broader process that - ideally - starts at the strategy level and affects the whole lifecycle of a project or a business.
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
4/30/14
HOW DOES UX FIT IN THE DEVELOPMENT PROCESS?
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• Business goals • User needs • Technical capabilities • Competitors
• Personas • Scenarios • User journey • Requirements • Concepts
• Information Architecture • Sketches & wireframes • Content strategy
• Review prototype • Test with users • Iterate
Research Define Design Develop
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
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Research Define Design Develop
Stakeholder research to understand business goals and internal capabilities User research Competitor analysis
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
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Create personas and scenarios Derive requirements Analyze workflows & define user journey Develop concepts
Research Define Design Develop
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
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Structure the Information Architecture Sketch the user interface Define the content strategy Provide input to visual design
Research Define Design Develop
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
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Develop low fidelity / high fidelity prototype Review prototype Conduct usability testing Iterate design & finalize design details
Research Define Design Develop
2014 SOMIA CUSTOMER EXPERIENCE. CONFIDENTIAL INFORMATION
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THIS APPLIES TO ALMOST ANY TYPE OF UX WORK, WITH A VARYING DEGREE OF INTENSITY
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DEBUNK THE UX MYTHS
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1. Move beyond UI, think holistic User Experience 2. Consider all touch points, not just the digital 3. Think holistic and connected experience journey 4. Involve users in your process 5. Derive insights, don’t just take what users say they want 6. Balance user needs, business, and technology 7. Involve stakeholders who directly / indirectly influence the experience 8. Embed UX thinking throughout the development process
THANK YOU KETUT SULISTYAWATI, PHD
@tyawati
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