User Experience

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David Hale, Project Manager, Pillbox
National Library of Medicine, National Institutes of Health

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  • Yes UX does focus on ease-of-use, perceived value, and efficiency. In this way UX is a lot like User-Centered Design. Except now we’re evaluating these factors in the context of the user’s life… their story… before, during, and after they use our app or site.
  • In the old days, we were accustomed to some uninspired experiences online. Websites were difficult to use and some didn’t seem to serve much purpose. We didn’t really notice, because we were excited to be using the World Wide Web.

    http://www.oocities.org/televisioncity/1639/
    http://www.wired.com/business/2010/11/geocities-lives-on-as-massive-torrent-download/
  • Now we have iOS, Amazon, Club Penguin, and Kindles. Rich, intuitive experiences that are emotionally satisfying as well as helpful. Even if citizens don’t expect gov sites and apps to be at that same level, they’re still disappointed when they don’t get it.
  • Our agencies have different missions, but we share certain goals: improve the lives of citizens and help the country grow. Behavior change is key to making that happen. We want people to do something new or different.
  • BJ Fogg, the founder of Stanford’s Persuasive Technology Lab, sums up behavior in three words: motivation, ability, and triggers. When someone uses a gov app, they’re motivated and triggered. The question is: will we support their ability to complete whatever task they’ve set out to do? And in a satisfying way?

    http://www.behaviormodel.org/
  • Usability isn’t always directly correlated to user experience. Look at eBay in 2003. It was a bit of a mess. But users saw so much value in the site that it didn’t matter. We loved the experience.

    http://mashable.com/2010/08/07/ebay-facts/
  • User Experience

    1. 1. User Experience David Hale Project Manager, Pillbox National Library of Medicine National Institutes of Health david.hale@nih.gov
    2. 2. User Experience (UX)
    3. 3. EMOTION
    4. 4. agency mission citizen’s life mobile app using gov app
    5. 5. behavior change
    6. 6. Behavior change = motivation * ability * triggers
    7. 7. Digital Ethnography
    8. 8. Michael Wesch, Professor Kansas State University Digital Ethnography Understand how individuals and communities use technology to ascribe meaning in their lives. Kelly Goto, author Design Ethnography “Understand how real people integrate products and services into their daily lives”
    9. 9. GET OUT OF THE OFFICE
    10. 10. pillbox.nlm.nih.gov
    11. 11. “e-Patient Dave” deBronkart
    12. 12. EMOTION
    13. 13. User Experience David Hale Project Manager, Pillbox National Library of Medicine National Institutes of Health david.hale@nih.gov

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