By the Book
           How Great User Experiences in Software
           Can Impact Government and Citizens




Anthony Fr...
ROI
What is software ROI
 for Government?
Software ROI for Government

Operational Efficiency
Dissemination of Information
Gathering of Information
Collaboration
Com...
Software ROI for Citizens


Citizen Enablement Tools:
  •BenefitSelf Service
  •Convenience

Information Transparency
Infor...
example ROI calculations
   citizen self service x user adoption = ROI
 employee data entry x user adoption = ROI
informat...
the main multiplier
for software ROI is
   user adoption
investing in a

 Good User
 Experience
 is simply hyper focusing on

User Adoption
IBM “Cost-Justifying Ease of Use”



  “Every $1 invested
  in usability returns
between $10 and $100”
its not enough to talk about it
if user adoption = ROI




     How do we optimize
    success through better
       user adoption?
HOW?
the laws of effective
  user experiences
what was common about the successes?
Law # 1
FOCUS ON THE
 USER FIRST
✓
focus on the end user first by:



  understanding user
   goals and needs
 before deciding on a
 technology approach
avoid:                   Vector Graphics
                                                                     MXML
Flash  ...
✓
focus on the end user first by:



     understand user
     goals and needs
    before deciding on
       the user flow
BUSINESS UNITS TURN IT INTO THIS:

                       PICK HOW YOU         OPEN AN           STORE CREDIT             ...
USERS WANT THIS:

                    PACKAGE,     COST VS.            CONFIRM
      SHIP         TO & FROM   TIME DECISIO...
avoid:



allowing stakeholders
 to define user flows
before user research
✓
focus on the end user first by:



       conducting
   good research and
  testing your usability
        prototypes
start with contextual research
build prototypes based on research
use prototypes to conduct empirical research
avoid:




  building large user
 research documents
fewer research interpretations are better
quality of user research




                           number of interpretation...
✓
improve user requirement fidelity by:



     Iterating and
  prototyping through
   the development
        process
✓
improve user requirement fidelity by:



    Keeping the same
     team engaged
     throughout the
    product lifecycle
Law # 2
YOU ARE PROBABLY
 NOT YOUR USER
baduigallery.com




how did this happen?
“Software today is
designed for the people
  who are building it”
this is our fault
ABC CORP SYSTEM
ARCHITECTURE
TRANSACTION
                     CITIZEN DATA
  SERVER

              LEGACY
  BPM       AUTO...
this is our fault
these are your “users” - the people we must care about




  ...when these are more like your users
✓
empathize with your users by:


   Budgeting at least
 20% of your resources
    toward strategic
   user research and
 ...
the less you are like your user
the more user research you will need

                                 user research




 ...
PA Welfare Benefits
avoid:


    making major
 functional decisions
  without talking to
      your users
✓
empathize with your users by:


  Injecting “empathy”
       & “humility”
   into everyone’s job
       description
Law # 3
Location, Location,
     Location
✓
 Deliver the software
experience where the
user wants it, on the
 device they want it
Navy Federal Credit Union iPhone App
Law #4:
GATHER FEEDBACK
    THROUGH
 CONVERSATION
avoid:


         survey question #8
         I found the system intuitive
         and easy to use.

              Strong...
✓
gather feedback by:




       talking to users
Law #5:
USERS DON’T KNOW
  HOW TO BUILD
  REQUIREMENTS
You need to interpret
what your users ask for
- Henry Ford




 If I had asked people what
  they wanted, they would
 have said ‘faster horses.”
“where’s the refresh button?”
                      joe user
✓
Interpret user requirements by:



   Taking the time to
  understand the core
  issues behind what
 the user is telling...
avoid:



 Allowing your users
to directly define their
 software experience
Law #6:
VALUE GOOD
  DESIGN
Give me 5 features
  that made you
   upgrade your
operating system
“1990 called and they want their interface back”
✓
Good design will
grab and keep a
user’s attention
raise your hand immediately after you read this
Navy Blue Angels
Adobe Watson Express
✓
value good design by:




   Involving designers
   early in the process
avoid:




         the big pitch
Law #7:
DO NOT TRY TO
  BUILD FOR
  EVERYONE
If you build for
 everybody, you wind
up building for nobody
this is the result of building for everyone
✓
do not build for everyone:


   Contextualize how
  you think about your
   users by defining a
 small set of user types
...
avoid:




    “fewer features”
The key to ease of use
 is not less features,
 it is fewer decisions
from: Joel Spolsky’s topic, It’s Not That Hard”


an example of “feature” thinking
from: Joel Spolsky’s topic, It’s Not That Hard”


an example of “end user” thinking
Law #8:
COLLABORATE
Technology




Design                Director
Design




Director            Technology
Director




Technology              Design
Technology   Director   Design
✓
collaborate:




 Define joint ownership
  & embrace conflict
It is the entire project
team’s fault when a project
 fails to meet its objectives
avoid:



     Delegating user
     experience to a
      single person
avoid:



      Offshoring your
     interface design
      or architecture
Law #9:
RIGID PLANS ARE
 PLANS TO FAIL
“Software projects are
predictably unpredictable”
process diagrams are a dime a dozen
avoid:




     you can’t schedule innovation like this
✓ On Time
✓ On Budget

✓ No Difficult Conversations Upward




    (who cares if anyone is using it)
    rigid plans attem...
- Richard Monson-Haefel

“When you try to guess at
future requirements, 50%
 of the time you’re wrong
   and 49% of the ti...
✓
improve user requirement fidelity by:



     Iterating and
  prototyping through
   the development
        process
TriGeo Console Project Milestone v_0.1
                                                                                   ...
✓
avoid over-planning by


            valuing the
            PRODUCT
               over the
            PROCESS
✓
projects are unpredictable because:




  SCOPE = PRODUCT
The Broken Analogy

“A bridge is the sum of its
parts. The pieces of metal
and welds and everything
else all add up to a s...
✓
Things you would never
have to deal with when
constructing a bridge:
Can we move the bridge 17
     feet to the left?


 It’s only 17 feet, so that’s
    not a big deal, right?
We aren’t very happy with
how the bridge looks so far.
Can you propose a change
  in the kind of materials
  you’re using ...
Remember when you asked us
whether the bridge would ever
 need to support vehicle traffic
 and not just pedestrian traffic,
...
We’ve hired an offshore
 company to start building from
the other side of the valley so we
 can cut the construction time ...
Law #10:
EVERY PRODUCT
NEEDS A SINGLE
    VISION
Product
Director             Designer   Developer
           Manager
Product
Director             Designer   Developer
           Manager
define success and
 build consensus
8 criteria for good user experiences:
 ✓   provide valuable feedback
 ✓   behave with consistency
 ✓   behave in a familia...
understand
the end user
contextual research
Context Scenarios
                                                                       Logs in to the console
          ...
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
By the Book: How Great User Experiences in Software Can Impact Government and Citizens
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By the Book: How Great User Experiences in Software Can Impact Government and Citizens

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EffectiveUI President Anthony Franco shares some key takeaways from the book he and his peers wrote.

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By the Book: How Great User Experiences in Software Can Impact Government and Citizens

  1. 1. By the Book How Great User Experiences in Software Can Impact Government and Citizens Anthony Franco twitter.com/anthonyfranco President, EffectiveUI anthonyfranco.wordpress.com
  2. 2. ROI
  3. 3. What is software ROI for Government?
  4. 4. Software ROI for Government Operational Efficiency Dissemination of Information Gathering of Information Collaboration Compliance
  5. 5. Software ROI for Citizens Citizen Enablement Tools: •BenefitSelf Service •Convenience Information Transparency Information Find-ability
  6. 6. example ROI calculations citizen self service x user adoption = ROI employee data entry x user adoption = ROI information gathering x user adoption = ROI process automation x user adoption = ROI collaboration portals x user adoption = ROI compliance portals x user adoption = ROI
  7. 7. the main multiplier for software ROI is user adoption
  8. 8. investing in a Good User Experience is simply hyper focusing on User Adoption
  9. 9. IBM “Cost-Justifying Ease of Use” “Every $1 invested in usability returns between $10 and $100”
  10. 10. its not enough to talk about it
  11. 11. if user adoption = ROI How do we optimize success through better user adoption?
  12. 12. HOW? the laws of effective user experiences
  13. 13. what was common about the successes?
  14. 14. Law # 1 FOCUS ON THE USER FIRST
  15. 15. ✓ focus on the end user first by: understanding user goals and needs before deciding on a technology approach
  16. 16. avoid: Vector Graphics MXML Flash Client Processing Cover-flow Java Service Oriented Architecture Sliverlight Animation Social Networking Streaming Video Aqua Multi-Channel Runtime Skip Intro Web 2.0 Productivity iPhone Accessibility Google Reflections Audio AJAX Thin Client Security Sandbox Multi-Touch APIs Apple Open Source Flex Rich Conversions Microsoft Adobe XAML Web Services Objective C SUN buzz word bingo
  17. 17. ✓ focus on the end user first by: understand user goals and needs before deciding on the user flow
  18. 18. BUSINESS UNITS TURN IT INTO THIS: PICK HOW YOU OPEN AN STORE CREDIT CLICK EMAIL SHIP WILL PAY CARD INFORMATION WAIT FOR EMAIL TO CONFIRM ACCOUNT Now? I just want to ship something. LOGIN PACKAGE, CHOOSE TO & FROM CHECK PRICE/ DETAILED CONFIRM TRACK SERVICE PAY DESCRIPTION I don’t know how What does to answer that. each cost? user flows as defined by executives
  19. 19. USERS WANT THIS: PACKAGE, COST VS. CONFIRM SHIP TO & FROM TIME DECISION PAY & TRACK this is what users wanted
  20. 20. avoid: allowing stakeholders to define user flows before user research
  21. 21. ✓ focus on the end user first by: conducting good research and testing your usability prototypes
  22. 22. start with contextual research
  23. 23. build prototypes based on research
  24. 24. use prototypes to conduct empirical research
  25. 25. avoid: building large user research documents
  26. 26. fewer research interpretations are better quality of user research number of interpretations the fidelity of research deliverables
  27. 27. ✓ improve user requirement fidelity by: Iterating and prototyping through the development process
  28. 28. ✓ improve user requirement fidelity by: Keeping the same team engaged throughout the product lifecycle
  29. 29. Law # 2 YOU ARE PROBABLY NOT YOUR USER
  30. 30. baduigallery.com how did this happen?
  31. 31. “Software today is designed for the people who are building it”
  32. 32. this is our fault
  33. 33. ABC CORP SYSTEM ARCHITECTURE TRANSACTION CITIZEN DATA SERVER LEGACY BPM AUTOMATION CMS FRAMEWORK project teams to minimize the user 3rd PARTY 3rd PARTY WORKFLOW CONTENT in almost every process SOA SEARCH ENGINE OPTIMIZATION UI this is our fault
  34. 34. this is our fault
  35. 35. these are your “users” - the people we must care about ...when these are more like your users
  36. 36. ✓ empathize with your users by: Budgeting at least 20% of your resources toward strategic user research and interaction design
  37. 37. the less you are like your user the more user research you will need user research you = your user wilson’s law of user research
  38. 38. PA Welfare Benefits
  39. 39. avoid: making major functional decisions without talking to your users
  40. 40. ✓ empathize with your users by: Injecting “empathy” & “humility” into everyone’s job description
  41. 41. Law # 3 Location, Location, Location
  42. 42. ✓ Deliver the software experience where the user wants it, on the device they want it
  43. 43. Navy Federal Credit Union iPhone App
  44. 44. Law #4: GATHER FEEDBACK THROUGH CONVERSATION
  45. 45. avoid: survey question #8 I found the system intuitive and easy to use. Strongly Agree Agree Neutral Disagree Strongly Disagree
  46. 46. ✓ gather feedback by: talking to users
  47. 47. Law #5: USERS DON’T KNOW HOW TO BUILD REQUIREMENTS
  48. 48. You need to interpret what your users ask for
  49. 49. - Henry Ford If I had asked people what they wanted, they would have said ‘faster horses.”
  50. 50. “where’s the refresh button?” joe user
  51. 51. ✓ Interpret user requirements by: Taking the time to understand the core issues behind what the user is telling you
  52. 52. avoid: Allowing your users to directly define their software experience
  53. 53. Law #6: VALUE GOOD DESIGN
  54. 54. Give me 5 features that made you upgrade your operating system
  55. 55. “1990 called and they want their interface back”
  56. 56. ✓ Good design will grab and keep a user’s attention
  57. 57. raise your hand immediately after you read this
  58. 58. Navy Blue Angels
  59. 59. Adobe Watson Express
  60. 60. ✓ value good design by: Involving designers early in the process
  61. 61. avoid: the big pitch
  62. 62. Law #7: DO NOT TRY TO BUILD FOR EVERYONE
  63. 63. If you build for everybody, you wind up building for nobody
  64. 64. this is the result of building for everyone
  65. 65. ✓ do not build for everyone: Contextualize how you think about your users by defining a small set of user types (a maximum of 3 is best)
  66. 66. avoid: “fewer features”
  67. 67. The key to ease of use is not less features, it is fewer decisions
  68. 68. from: Joel Spolsky’s topic, It’s Not That Hard” an example of “feature” thinking
  69. 69. from: Joel Spolsky’s topic, It’s Not That Hard” an example of “end user” thinking
  70. 70. Law #8: COLLABORATE
  71. 71. Technology Design Director
  72. 72. Design Director Technology
  73. 73. Director Technology Design
  74. 74. Technology Director Design
  75. 75. ✓ collaborate: Define joint ownership & embrace conflict
  76. 76. It is the entire project team’s fault when a project fails to meet its objectives
  77. 77. avoid: Delegating user experience to a single person
  78. 78. avoid: Offshoring your interface design or architecture
  79. 79. Law #9: RIGID PLANS ARE PLANS TO FAIL
  80. 80. “Software projects are predictably unpredictable”
  81. 81. process diagrams are a dime a dozen
  82. 82. avoid: you can’t schedule innovation like this
  83. 83. ✓ On Time ✓ On Budget ✓ No Difficult Conversations Upward (who cares if anyone is using it) rigid plans attempt to produce these results
  84. 84. - Richard Monson-Haefel “When you try to guess at future requirements, 50% of the time you’re wrong and 49% of the time you’re very, very wrong”
  85. 85. ✓ improve user requirement fidelity by: Iterating and prototyping through the development process
  86. 86. TriGeo Console Project Milestone v_0.1 Last Modi ed: October 30, 2008 9:12 AM USER INTERVIEWS INTERVIEW #1 NOTES nds something then looks at details :( con gure/manage tools Only person take action takes forever to load technical support resolve address other people on technical sta use it check attacks source Dashboard monitor logs who is/traceroute CPU, memory not as dedicated Others check logs/trouble shooting Dial, inspection log not regular basis Would like to nd all for IP for week/ overall network security health calls the TriGeo Console “the TriGeo” day/month (Green/Yellow/Red) Runs it in the background Deep dive in IGS Version of software set up alerts Block IP name of device gets alert google.com for IP to see if we do attackers/source hold always open on separate computer business with graph - top 10 attackers wants sounds Filters Graph/pie chart uses blinking 58 (all) some TriGeo/some created top devices generating IP events In/ Cisco IPS 37 in tabs (dynamic and changing) = 6 Out TriGeo Console Project Milestone v_0.1 rows of tabs Last Modi ed: October 30, 2008 9:12 AM uses the management console line graph/real time Monitors TriGeo and any alerts that Mentioned the usage of “ lter sets” attacks over time come through IPS then uses that TriGeo #of alerts generated console for that event. Custom top alerts USER INTERVIEWS CONT. describes this as “synergy” INTERVIEW #2 NOTES “Day in the Life” what kind/how many functioning 20 - 3 rows logs IGS - servers, edge, rewall suspicious tra c create and delete a lot monitors servers, workstations consolidate logs Morning activity/events Wishlist 10-11 on dedicated research nd out what events are coming from checkdatabases sql lters Top Tasks scheduling reports which thing check tools on team, some semi-trained 4 people (status=up?) remain in directory where you put the Console runs 24/7 Windows IGS console has better capabilities run/check person primary reports last one *same location view tabs jumps around from window to let it run all day not enough licenses for all comps, but ? -rule builder favorite serving locations window Top Activities going that route tools lag time tools create lter from alert Context Scenarios run on desktop to get a sense of Windowing 120 workstations would like ad hoc reports/custom reports for rules too ! Logs in to the console what’s going on the network (tabs) most apps run like that there are already prebuilt ones likes drag and drop for rules and lters go through tabs to see what’s going ! Monitors network feeds Usage not much thought analyzeLife on internet (IP, domain, Day in info on throughout the day (made on navigating through window when other alerts? no? see accounts) Dashboard ! Sets advanced filters general health monitoring TriGeo most custom) looking into speci c task security functions knowledge base same day to day what each server is doing ! Establishes rules login errors, hardware errors program rules for health uses it when needed driven by lters ! Receives an alert *trying to nd info that was stored by lter to nd what’s going on or TriGeo through reports 9 ! Drills down to problem area run reports make notes of Ext.Info Wishlist ! Discovers and attack tool alias wants to be able to deal with monitor console unmanaged Device ! Quarantines affected area IDS make rules in rule builder Rule Builder make notes, then goes into rule Quick reports with button click dedicated machine builder alerts Alert general server health like being able to click and create rule TriGeo Console Project Milestone v_0.1 ! James Woo disk usage or has to take info and plug info rule Last Modi ed: October 30, 2008 9:12 AM Power User Primary Persona virus alerts automatically windows time sync search alerts in Rule Builder? 29 savers rules in alpha order go through log les order is confusing USER RESEARCH SUMMARY backups succeeded CONSIDERATIONS to deal with would like to be able James is an IT administrator for an internal network of a 3000 employee corporation. He is services stopping? General unmanaged workstations** on call 24-7 and is responsible for maintaining a very complex, multi-tiered environment, Context Scenarios restart Tabs take up a lot of space. take action Tactics for gaining insight into an application through the eyes of ! Logs in to the console on/o line agents users can be achieved many ways. User interviews, observation, Navigation should be area- and task- lter tabs from high-profile servers to employee computers. based ! Reviews Network Activity round-table discussions. This research directly impacts the direction of the design and execution. Multiple windows should be brought ! Sets New Rules into the “central” portion of the 10 Being able to put his finger to the “pulse of the network”, maintain fine-grain control of application as much as possible As part of the TriGeo project, user interviews were conducted Primary tasks should be brought out traffic and maintain a high level of security is what James relies on. There are gigabits of over the phone to gain a general insight to usage patterns, pain points and usability. When progress is made incorporating of “hidden” contextual menus to be activity happening every hour that he must be able to respond to at a moments notice. more top-level this feedback, more focussed research is done to further re ne Eliminate redundancy in menus aspects of the application. There is a separation between menus When James logs in to the application he is able to maintain an overview of his network. and information Initial phone interviews were made, however E ectiveUI was Addition of a Dashboard (Ops Center) He knows the network inside and out and has customized his “workspace” to cater to the asked to halt further user analysis and focus on the direct feedback provided by primary stakeholders. Ability to customize in various ways most critical areas. Add methods of “progressive disclosure” allowing users to dive ! Marian Phillips Altogether, six people were interviewed and written notes were deeper. obtained accordingly. Based on the discussions with users and making an evaluation Consistency in work ows and interface elements Novice User Secondary Persona of the console, a number of target areas were identi ed for Ops Center improvement and consideration. Feedback from TriGeo also helped drive the focus on some of these areas. Ability to customize view and content Marian is IT support for a 200 employee company. She monitors the network, but also Ability to add pre-created “Portlets” or create unique ones helps with employee hardware and software. “Work Areas” Re ne results using a variety of criteria The first order of business for Marian is checking email, voice messages and the current In-context options for taking action on status of the network. She receives an email stating that employees are no longer allowed TriGeo Console Project Milestone v_0.1 areas of interest to browse YouTube.com. Last Modi ed: October 30, 2008 9:12 AM In-line re nement of data In addition to monitoring the network, Marian can perform a couple easy steps to creating Context Scenarios 8 a rule to block employees from browsing to YouTube.com. Sure, Marian can view every ! Logs in to the console EXPERIENCE MAP network activity, but her primary concern is respondingGlancesimmediate demands of ! to the at Dashboard enforcing company policies. ! Evaluates network “saves” The Experience Map acts as a diagram of the “ ow” of an application. It is important to hone in on this high-level framework of the application so a clear direction may be Context Scenarios established. This map helps the direction of wireframes without getting too far into the details. ! Demonstrates the application ! Drills into specific features The content of the Experience Map is based on user research, a current understanding of the application and methods of ! Clark McCarthy improving usability. As more information is gathered and Experience Map evolves until a direction has been established. Executive User Secondary Persona ! George Newstead Creating the Experience Map was an ongoing process that ran in tandem with wireframes and creating design compositions. TriGeo Executive Clark is CTO for a 3000 employee company and reports directly to board members. inconsistent overlap due to these areas Although there was some He likes to keep tabs on the companies networkproduct that being done in parallel, thinking around on the path to a to George is looking for a response and effectiveness to see and headed wireframes helped can be white labeled if TriGeo Console Project Milestone v_0.1 spending all that money on new servers is really paying off. tightenwith required functionality. vice versa. SaaS offering while delivered on time and areas of the Experience Map and Last Modi ed: October 30, 2008 9:12 AM Steve wants an easy-to-use dashboard that allows him to monitor just how great his of the TriGeo Console was generated In the end, a solid overview that acts as the foundation for additional development and user network is running. It also doesn’t hurt that he has high level information he can use is still work to be done and directly experience re nement. There Context Scenarios to get get praise from the boss. correlates to the Wireframes. ! Gives a demo WIREFRAMES : OPS CENTER ! Navigates through features ! Linda Deris TriGeo Employee Linda is focused on selling TriGeo offerings. She wants something easy to demo and TriGeo Console Project Milestone v_0.1 sell while successfully conveying the value, ease and power of the application. Last Modi ed: October 30, 2008 9:12 AM 20 WIREFRAMES : MONITOR TriGeo Console Project Milestone v_0.1 Last Modi ed: October 30, 2008 9:12 AM 28 WIREFRAMES : OPS CENTER 34 31 planning only gets you 20% of the way there
  87. 87. ✓ avoid over-planning by valuing the PRODUCT over the PROCESS
  88. 88. ✓ projects are unpredictable because: SCOPE = PRODUCT
  89. 89. The Broken Analogy “A bridge is the sum of its parts. The pieces of metal and welds and everything else all add up to a single, static bridge. A software system is the behavior created by the dynamic interaction of its parts” EffectiveUI The art of building great experiences in software
  90. 90. ✓ Things you would never have to deal with when constructing a bridge:
  91. 91. Can we move the bridge 17 feet to the left? It’s only 17 feet, so that’s not a big deal, right?
  92. 92. We aren’t very happy with how the bridge looks so far. Can you propose a change in the kind of materials you’re using to make it more attractive?
  93. 93. Remember when you asked us whether the bridge would ever need to support vehicle traffic and not just pedestrian traffic, and we weren’t sure, so we just settled on the cheaper pedestrian version? Well, we were wrong. What can you do to make this work for our needs?
  94. 94. We’ve hired an offshore company to start building from the other side of the valley so we can cut the construction time in half. They’re making some improvements on your design, so please coordinate with them to make sure everything comes together ahead of schedule.
  95. 95. Law #10: EVERY PRODUCT NEEDS A SINGLE VISION
  96. 96. Product Director Designer Developer Manager
  97. 97. Product Director Designer Developer Manager
  98. 98. define success and build consensus
  99. 99. 8 criteria for good user experiences: ✓ provide valuable feedback ✓ behave with consistency ✓ behave in a familiar way ✓ be obvious and efficient ✓ be responsive and perform ✓ help people & businesses accomplish goals ✓ be brand consistent & elegant ✓ be progressive & trustworthy
  100. 100. understand the end user
  101. 101. contextual research
  102. 102. Context Scenarios Logs in to the console Monitors network feeds Sets advanced lters Establishes rules Receives an alert Drills down to problem area Discovers and attack Quarantines a ected area James Woo Context Scenarios Logs in to the console Power User Primary Persona Reviews Network Activity Sets New Rules James is an IT administrator for an internal network of a 3000 employee corporation. He is on call 24-7 and is responsible for maintaining a very complex, multi-tiered environment, from high-pro le servers to employee computers. Being able to put his nger to the “pulse of the network”, maintain ne-grain control of tra c and maintain a high level of security is what James relies on. There are gigabits of activity happening every hour that he must be able to respond to at a moments notice. Marian Phillips When James logs in to the application he is able to maintain an overview of his network. Novice User Secondary Persona He knows the network inside and out and has customized his “workspace” to cater to the Context Scenarios Logs in to the console most critical areas. Glances at Dashboard Marian is IT support for a 200 employee company. She monitors the network, but also Evaluates network “saves” helps with employee hardware and software. The rst order of business for Marian is checking email, voice messages and the current status of the network. She receives an email stating that employees are no longer allowed to browse YouTube.com. In addition to monitoring the network, Marian can perform a couple easy steps to creating a rule to block employees from browsing to YouTube.com. Sure, Marian can view every Clark McCarthy network activity, but her primary concern is responding to the immediate demands of enforcing company policies. Executive User Secondary Persona Context Scenarios Demonstrates the application Drills into speci c features Clark is CTO for a 3000 employee company and reports directly to board members. He likes to keep tabs on the companies network response and e ectiveness to see if spending all that money on new servers is really paying o . Steve wants an easy-to-use dashboard that allows him to monitor just how great his Newstead George network is running. It also doesn’t hurt that he has high level information he can use to get get praise from the boss. TriGeo Executive George is looking for a product that can be white labeled and headed on the path to a SaaS o ering while delivered on time and with required functionality. Context Scenarios Gives a demo Navigates through features Linda Deris TriGeo Employee Linda is focused on selling TriGeo o erings. She wants something easy to demo and sell while successfully conveying the value, ease and power of the application. user archetypes

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