Practicing What We Preach: designing usage centered deliverables

Practicing what we preachusage-centered approaches todesigning effective deliverablesAviva Rosenstein, PhDSalesforce.comarosenstein@salesforce.comTwitter: @uxresearch

Design Deliverables• documentation or artifacts from the UX design process• NOT the final product of the design process• created in order to help make something happen

Designing interim deliverables for usability & utility Earns Builds Trust Credibility

There are lots of different deliverables in UX(Here’s some from a list of 42 UX deliverables, from a workshop at CHI 2002) 1. Methodology 2. Offering & Methods 3. Business Problem 4. Markets vs. Products 5. Business Requirements / Context / Comparative Analysis 6. Understand User 7. Understand User Process + Contextual Inquiry 8. Understand User Context 9. Understanding Phase + Prototype for Concept Definition 10. Benchmark 11. Service Concept 12. Document Existing Work 13. Customer Requirements vs. Feature Sets 14. High Level Concept 15. Define Concept + Evaluate Mode 16. Feature List, Functional/Non-functional Requirements 17. Deconstruct Story into Elements 18. Release Plan 19. Design Underlying Structure

No cookie cuttersolutions, today.Agenda:1) Define framework for identifying deliverable design criteria2) Try it out3) Share findings

Narrative/RhetoricalUsage Centered

Tasks (purpose)Job Roles Content (actors) (message) Content Criteria: Information Design Context of Use

Roles Content CriteriaPurpose Context

• What job functions or roles are related to this task?ROLES • What are the characteristics ofRole Models, people in those roles?Role Maps • What are the relationships between the roles? Roles • How do they interact?

Examples of Role relationships: specific roles: ContributorDesigner ImplementerDeveloper RecommenderContent Specialist ApproverResearcher Decision MakerProduct OwnerBusiness OwnerOther stakeholders…

• What are you trying to do or toPURPOSE say?IntentionsGoals • What do the other actors wantNeeds or need?Tasks • What do you need to make happen? • What type of response is desired?Purpose

Tasks: Examples• Obtain information • Encourage investment• Explore alternatives • Provide information• Synthesize insights • Define a process• Articulate a concept • Specify requirements• Gather feedback • Communicate standards• Spark discussion • Close a deal• Socialize an idea • Report status• Make recommendations • Track activities• Achieve consensus • Demonstrate progress

ExploreINTENTIONS InformA few examples: Alert Explain Illustrate Specify Recommend Purpose Persuade

Agreement NEEDS AcceptanceA few examples: Approval Action Confirmation Decision Purpose

CONTEXT • Organizational OF USE relationships • Type of culture • Physical environment • Time dependencies • Complexity • Operational constraints Context

Context: stage in project lifecycle Prototype Alpha Beta GAStage of product lifecycleIdeate Analyze Design Implement Deploy Maintain Tasks are often (not always) related to a specific stage of the development process

CONTENT Concise Detailed CRITERIA Emotional Analytical Rough Polished Content Ephemeral LastingAppropriate level of •Detail •Emotional appeal •PolishTimeframe: Is this content used once, or over a longer period?

Salesforce usability examples

Persona examples Get them in the hands of developers, product owners, other stakeholders…

Your turn: Role Modeling1. Pick a partner or two TASK:Approve visual design direction2. Pick a role and a context P B3. Identify a task relevant ID O O to that role (and to you)4. Write one role to an Dev 11x17 sheet: VzD Mgr – Name of role ROLE: Business Owner – Task TASK: Approve visual design direction – Context of use CONTEXT: Internal waterfall development process;. Supervises multiple product managers, makes final – Role Characteristics go/no go decision. Not knowledgeable about UX. – Content Criteria Frequently consumes materials on mobile devices; no5. (If there’s time) map familiarity with common design tools. May share mocks and with colleagues or C-level execs. role relationships relevant to that task on ROLE CHARACTERISTICS: short attention another 11x17 sheet span/under significant time pressure, metric and visually-focused.6. Share with your table mates CONTENT CRITERIA: brief, clear presentation in common formats consumable on mobile devices

Pick a Role and a Context• Interaction • Internal team • Remote team • Agile designer • Agency • Co-located team • Waterfall• User Researcher partnership• UX Manager • Project-based• Developer vendor Small design • • Startup• Product • Other… agency • Small business Manager • Large agency • Medium size• Business Owner • Other… firm• Executive • Very Large Stakeholder Organization• Potential client • UX team of 1• Other…. • Large UX team • Other… ROLE CONTEXTS

Pick a Task:___________________• What are you trying to do or to say?• What do you need to make happen?• What type of response is desired?• From which actors?

Role characteristics:___________ Goals  Subject matter knowledge Needs  Computer skills Frustrations Motivations  Language proficiency Attitudes  Skill with particular product or system  toward task/job  For each skill, are they:  toward technology used  Novices Trigger(s)  Advanced beginners  for action  Intermediates  Experts  for inaction/roadblocks

Context of: ________________Where and when do users do the task? Task Characteristics: In what environment?  Frequency What corporate culture?  Regularity Where in development process?  Continuity  Intensity of use Direction of information flow?  Timeframe to act Device constraints/ media channels?  Complexity Needs for  Auditability  Predictability  Accuracy & Credibility  Who controls the process?  Confidentiality Operational/safety risks  Other roles involved: Legal/regulatory restrictions

Wrapping up:• Did you have enough information to define context, role characteristics and content criteria for the role you picked?• How well can you define context, characteristics and content criteria for all roles you interact with?

Learn more:• Brown, Dan (2011) Communicating Design: Developing Web Site Documentation for Design and Planning (2nd Edition)• Constantine & Lockwood (1999): Software for use: a practical guide to the models and methods of usage-centered design• Fulcher, Glass & Leacock, (2002): Deliverables that Clarify, Focus, and Improve Design, UPA 2002 http://leacock.com/deliverables/index.html• Instone, Keith (2002): HCI & IA: Information, Interaction, Interface and Usability Architects Share Deliverables, CHI 2002 http://instone.org/hci-ia-chi2002• Laurel, Brenda (1993) Computers as Theater.• Moreville, Peter, (1.27.09) Semantic Studios: User Experience Deliverables: http://semanticstudios.com/publications/semantics/000228.php

Talk the talk Walk the walk UX Aviva Rosenstein, PhD Salesforce.com Twitter: @uxresearch arosenstein@salesforce.com

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Practicing What We Preach: designing usage centered deliverables

by Aviva Rosenstein on Apr 04, 2011

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