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DRAW THE LINE:
BETTER UX WITH SKETCHING
DEB AOKI
SR. INFORMATION EXPERIENCE DESIGNER,
CITRIX
HELLO!
UX Design + Content Strategy
+ Comics + Manga Nerd = Deb Aoki
I LOVE COMICS. I READ COMICS.
I DRAW COMICS.
Bento Box in the Honolulu Star-Advertiser
I WRITE ABOUT COMICS TOO.
MEANWHILE, MOST OF MY JOBS
WERE ABOUT WRITING FOR THE WEB
THEN I GOT A JOB AT…
AND I STARTED USING MY DRAWING
SKILLS MORE AND MORE…
THEN I GOT A JOB AT…
I still write, but now I mostly draw.
…which is pretty awesome
WHY DRAW PICTURES?
• Focuses on users’ needs and problems, rather than on
design, business, or technology concerns or limitations
• Pictures can communicate abstract ideas and user
experiences quickly and powerfully
• Faster and cheaper than coding clickable prototypes
or designing wireframes, or polished page mock-ups
• Can provide a ‘big picture’ perspective
of the entire user experience, goals &
messaging
• It’s fun! And it encourages participation
and informal discussions
CAPTURE WORKFLOWS
SEE THE BIG PICTURE / SEE HOW THE PIECES FIT TOGETHER
CAPTURE WORKFLOWS
SEE THE BIG PICTURE / SEE HOW THE PIECES FIT TOGETHER
CAPTURE WORKFLOWS
SEE THE BIG PICTURE / SEE HOW THE PIECES FIT TOGETHER
CAPTURE WORKFLOWS
SEE THE BIG PICTURE / SEE HOW THE PIECES FIT TOGETHER
CUSTOMER JOURNEY MAPPING
CAPTURE QUOTES / “DAY IN THE LIFE” EXPERIENCES
CUSTOMER JOURNEY MAPPING
CAPTURE QUOTES / “DAY IN THE LIFE” EXPERIENCES
USER PERSONAS
MAKE THE CUSTOMER “REAL” / BRING THEM TO LIFE
USER PERSONAS
MAKE THE CUSTOMER “REAL” / BRING THEM TO LIFE
The Preparer
The Networker
The Facilitator The Sprinter
The AssistantThe Investigator
USER PERSONAS
MAKE THE CUSTOMER “REAL” / BRING THEM TO LIFE
HUMANIZE PAIN-POINTS
MAKES USERS’ PROBLEMS FEEL MORE ‘REAL’ AND URGENT
HUMANIZE PAIN-POINTS
MAKES USERS’ PROBLEMS FEEL MORE ‘REAL’ AND URGENT
STORYBOARDING
DEMONSTRATE USER SCENARIOS
STORYBOARDING
DEMONSTRATE USER SCENARIOS
STORYBOARDING
DEMONSTRATE USER SCENARIOS
STORYBOARDING
DEMONSTRATE USER SCENARIOS
STORYBOARDING
DEMONSTRATE USER SCENARIOS
VISUAL NOTETAKING
CAPTURE BIG IDEAS AND MAKE THEM MEMORABLE
‘BUT I CAN’T DRAW’
If you can draw dots, circles,
squares, and lines,
you can draw.
Yes, you can!
CIRCLE + SQUARE + DOTS +
LINES =
DO IT YOUR WAY!
DO IT YOUR WAY!
CIRCLE + DOTS + LINES = FACES
AND EMOTIONS
idea
lock / security time listen
cloud laptop NO!
money
fast slowsmartphone
email
DRAW COMMON CONCEPTS IN A
FEW STROKES
SHOW DIFFERENT PERSPECTIVES
CLOSE-UP
Emphasis on
screen/finger
interaction
MID-TORSO
Emphasis on
screen
SEMI-CLOSE
Emphasis on
device / human
context/use
FULL BODY
Emphasis on ‘real
world’
context/place of
use
SUGGESTED READING
THANK YOU!
EMAIL: DEBORA.AOKI@CITRIX.COM
TWITTER: @DEBAOKI
ALSO: HTTP://WWW.MANGACOMICSMANGA.COM

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Draw the Line: Better UX With Sketching

Editor's Notes

  1. www.mangacomicsmanga.com www.publishersweekly.com
  2. Workflow sketch for content development processes at Citrix
  3. June 2014 Consultants workshop to brainstorm eDocs changes
  4. eBay shopping cart customer experience, from “just browsing” to “ready to buy”
  5. eBay Green Box – a re-usable box for shipping. Red represents seller experience and blue represents buyer experience.
  6. CX customer journey sketching / customer insights of an interview with a doctor / end user of Citrix products
  7. End user customer journey moments
  8. End user interview with Olga, a globetrotting graphic designer who worked remotely for a month from Thailand, using Citrix products like ShareFile, Podio and GoTo Meeting to stay in touch with the Santa Clara offices.
  9. GoTo Meeting user personas
  10. Sample silhouettes of customer personas
  11. One unique aspect of using a shopping cart on eBay is that many of the items on sale are one-of-a-kind, or available in very limited quantities. But we also couldn’t reserve items if someone put it in their cart – the items had to remain available to other buyers. So I used the metaphor of someone going tot the supermarket to buy cereal – he puts the cereal in his cart, then he remembers he needs milk. So while he’s looking at his milk, someone snatches his cereal away and buys it before he does. Illustrating the problem by using everyday, non-website situations really helped us to see how these situations would be really frustrating to users.
  12. Painpoint: Too Many Buttons! One thing that happens in eBay is that we offer our users a lot of different ways to buy something or save it for later. So one of the by-products of that is a page with a lot of buttons! Quite often, we design based on what our one improvement/change would look like on the site – but often, we don’t take into account the cumulative effect of many changes made by many teams to the same page. This page was part of a story about a user who hears about a cool thermostat, then tries to go to eBay to buy it – and along the way, is confronted with a dizzying array of choices.
  13. XenMobile day in the life storyboard
  14. CubeLess scenario – for an app that helps mobile workers find cafes / shared workspaces
  15. File sharing and collaboration app concept drawings
  16. Group Gifts concept storyboard for eBay
  17. GoTogether concept drawing – shared/social concert/event ticket buying on eBay
  18. Think Tank 2014 – June / 3 day session with Citrix Execs, sketching the high level strategy / planning topics
  19. Dave Gray’s style of drawing stick figures
  20. David Sibbett’s “star people”
  21. Doodle Revolution by Sunni Brown The Sketchnote Handbook by Mike Rhode The Graphic Facilitator’s Guide by Brandy Agerbeck Visual Meetings by David Sibbett Understanding Comics and Making Comics by Scott McCloud See What I Mean by Kevin Cheng Drawing Words and Writing Pictures by Jessica Abel and Matt Madden