The Laws of User Experience: Making it or breaking it with the UX Factor

The UX Factor Kelly Goto Anthony Franco Principal President & Founder

Join us for our other events this week Tomorrow “Pitfalls to avoid in Anthony Franco 10:05, Room 2006 RIA development” Wednesday “Why you can’t talk Anthony Franco about UX in 10 minutes” 12:40, Exhibit Hall join us for a ux networking RSVP your spot at event on Cinco De Mayo UXFiesta@effectiveui.com

now 9:50 10:35 10:45 11:30 Laws Panel Research break Q&A Of UX Discussion & Testing agenda

The effective laws of Good User Experience Anthony Franco President, EffectiveUI

question: what do these 3 very successful products have in common?

answer: they all found a HUGE female audience

answer: they all found a HUGE female audience accidentally

$ investing in user experience gives you the opportunity to gain wide adoption deliberately!

INVEST IN GOOD USER EXPERIENCE

There is only one true measure for successful software

The ROI on successful products can be RIDICULOUSlY GOOD

what is main ingredient for software ROI?

User Adoption

user adoption = ROI customer self service x user adoption = ROI employee data entry x user adoption = ROI content participation x user adoption = ROI user generated content x user adoption = ROI process automation x user adoption = ROI

investing in a Good User Experience is simply hyper focusing on User Adoption

how do we achieve user adoption success?

Flash Vector Graphics MXML 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 does this equal success?

On Time On Budget No Hard Conversations does this equal success?

what if deﬁned success by delighting users?

have you heard of this company?

• Founded 1999 • Roughly 200 employees • Power 85% of online personal transactions • Raised $116,000,000 in funding • Focused on back-end services for ﬁnancial service companies

have you heard of this company?

• Founded 2007 • 35 employees • 1,000,000 personal ﬁnancial customers • Focused on front-end user experience

Focus Back End Front End Years in Business 10 2 Employees ~200 35 $116,000,000 $35,000,000 investment investment Financials $16,500,000 $170,000,000 est annual revenue acquired by intuit who would you rather be?

And.... Yodlee lost Mint’s business when Intuit purchased them

IBM “Cost-Justifying Ease of Use” “Every $1 invested in usability returns between $10 and $100”

HOW? laws of effective ux practices

what was common about the successes?

guiding principle: NEVER LOSE FOCUS ON THE END USER

Law #1: COLLABORATE

Technology Design Marketing

Design Marketing Technology

Marketing Technology Design

Technology Marketing Design

✓ Deﬁne joint ownership & embrace conﬂict

It is the entire project team’s fault when a project fails to meet its objectives

✓ Never offshore your interface design or architecture

LAW #2: DEFINE SUCCESS

the 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

✓ Deﬁne success for your business by listing how you will measure that success

✓ List what you believe the success criteria are for your users

LAW #3: VALUE GOOD DESIGN

Give me 5 features that made you upgrade your operating system

“1990 called and they want their interface back”

- Raymond Loewy “Ugliness does not sell.”

Law #4: IT’S NOT ALL ABOUT THE BIG IDEA

A big win in user experience is the sum of many smaller, user-centric ideas

THE BIG PITCH

✓ Inject “EMPATHY” and “HUMILITY” into everyone’s job description

Law #5: 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 CUSTOMER 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

this is our fault

these are your “users” - the people we must care about ...when these are more like your users

✓ Budget at least 20% of your resources toward strategic user research and interaction design

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

✓ Understand the user’s environment

Law #6: 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

✓ Contextualize how you think about your users by deﬁning a small set of user types (a maximum of 3 is best)

✓ 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

JOEL SPOLSKY, It’s Not That Hard” an example of “end user” thinking

Law #7: GATHER FEEDBACK THROUGH CONVERSATION

survey question #8 I found the system intuitive and easy to use. Strongly Agree Agree Neutral Disagree Strongly Disagree

✓ Talk to users

Law #8: 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

✓ Take the time to understand the core issues behind what the user is telling you

Law #9: RIGID PLANS ARE PLANS TO FAIL

software projects are predictably unpredictable

process diagrams are a dime a dozen

On Time On Budget No Difficult Conversations Upward

scheduling innovation

- 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”

✓ Be willing to throw out half of what you create

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

✓ value the PRODUCT over the PROCESS

✓ SCOPE = PRODUCT

Law #10: EVERY PRODUCT NEEDS A SINGLE VISION

Product CEO Designer Developer Manager

TriGeo Console Project Milestone v_0.1 Last Modi ed: October 30, 2008 9:12 AM EXPERIENCE MAP 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 established. This map helps the direction of wireframes without getting too far into the details. The content of the Experience Map is based on user research, a current understanding of the application and methods of improving usability. As more information is gathered and Experience Map evolves until a direction has been established. Creating the Experience Map was an ongoing process that ran in tandem with wireframes and creating design compositions. Although there was some inconsistent overlap due to these areas being done in parallel, thinking around wireframes helped to tighten areas of the Experience Map and vice versa. In the end, a solid overview of the TriGeo Console was generated that acts as the foundation for additional development and user experience re nement. There is still work to be done and directly correlates to the Wireframes. 20

bad news: GOOD UX IS HARD good news: THERE ARE REWARDS FOR GETTING IT RIGHT

UX focused companies outperform the market by a 300% margin The UX Fund, Teehan & Lax

what if deﬁned success by delighting users?

sales conversion time reduced by 35% manufacturing costs dropped by 42% online revenue grew from: $5 million to $85 million ...all in less than 9 months

Anthony Franco President & Founder EffectiveUI anthonyfranco.wordpress.com twitter: anthonyfranco thank you

Panel Discussion UX in your Business Adam Burrell Navy Federal Credit Union Paul Levine National Geographic Christopher Bevel FedEx Kelly Goto GotoMedia

What does user experience mean to your organization?

How important is user experience to building your business?

How are you using user experience to improve service

How are you using user experience to increase trust

How are you using user experience to decrease costs

how “cross channel” are you - where do you want to be in a year?

How do you get “UX” buy-in across your organization?

Does “UX” = ROI?

The Apple Factor

BREAK (10 minutes)

the UX Factor Designing for Lifestyle Kelly Goto Principal, gotomedia

voice touch words Human-Human expression concept: tara lemmey

EDI XML UDDI SOAP Machine-Machine binary RDF concept: tara lemmey

voice gesture Human-Machine touch visual concept: tara lemmey

voice ajax Machine-Human imagery GUI communication concept: tara lemmey

introduced Jan 1983 $9,995.00 (today ~$21,693.00) ﬁrst GUI (graphical user interface) on a personal computer resolution 720 x 364!

http://www.touchuserguide.com

UX Components practical emotional easy intuitive clear personal accessible unique economical aesthetic functional desirable utilitarian compelling reliable nostalgic

Designing for lifestyle means understanding context, desire & delight.

Contextual Personas

needs desires likes hates

Contextual Personas Gathering Explicit and Implicit Data Device Place Goal Noise Time Limitations State/Stage Result Feeling

Contextual Personas Gathering Explicit and Implicit Data what device a what are you where are you? are you using? doing? what “noise” is what time of what limitations distracting you? day is it? are there? are you able to what stage of the how does it complete your task are you in? make you feel? task?

Research Methods

... the most effective mechanisms for making inferences from user research are human intuition and empathy. The empathetic and intuitive capacity of the team is what allows research on a limited sample of users to be used as an intelligent, expansible, and ﬂexible part of the framework requirements. - Effective UI, The Art of Building Great User Experience in Software

Usability Testing What are we trying to test and when? Formal Semi-Formal Informal Formal facility Remote or in-ofﬁce At participant’s location or cafe 8-15 carefully 3-10 recruited participants 3-5 Friends, co-workers or screened participants family members Formal test plan Test Script Task/Goals list Complex video monitoring Simple screen capturing, (picture in picture) with voice, using programs No video taping, only notes practices, including high- like Windows Media and observations light videos Encoder or Morae Observation through one way screen/remote viewing software

Usability Testing One-on-One

Contextual Personas Lifestyle Research - “Follow Me Home”

Needs Analysis Brainstorming on Real Desires

Card Sorting Prioritizing and Clustering

Sample Project

Sample Project Client-provided ﬂow

Sample Project White Board Brainstorming

Sample Project Sitemap / Site Flow Veeker Launch Redesign High Level Path Flow PATH Legend Veeker Home Login Dashboard Explore Public Feeds Special Page Veeker Proﬁles Login Public Page Learn Tour - Send Create New - Compose Messages Message - Reply - Forward Videos Add New Video Add By Phone Record From Webcam Contacts Add Contact Add New Result Found (Search) Contact Result Not Found Invite

Sample Project Task Map / Experience Mapping Veeker Task Map | Version 2 Unregistred User TASK MAP LEGEND Tour (use case) Parent Sample Content/ How to Channels General Content What is Veeker? Connecting Point Reply View Other Point of Entry Forward Sender's Profile LEARN Recommended about Veeker Privacy Get Video Message Embed (Implicit Account) URL Company News Information Partner FROM Partner Tools Landing REGISTRATION Veeker Home Partner Site (Phase 2) Page Invitation Landing Page Public Videos View Feedback (vChannel) Profile Login FROM Email Invitation Support My Account Feedback Update Profile Invite Friends (vCard) Change Settings prepared by gotomedia | 04.27.07 1

Sample Project Page-Level Wireframe Veeker Wireframe | Public Site Homepage WIREFRAME NOTES Sign Up | About Us | Feedback | Login VEEKER Home Explore Learn Big points explain what is veeker ipsum dolor sit amet, consectetuer adipiscing elit, smod tincidunt ut laoreet dolore magna aliquam erat volutpat. Small points enim ad minim veniam, quis noim veniam, quis noim Interface Screenshot veniam, quis nostrud exerc ullamcorper t aliquip ex ea commtrud (link to view screenshot tour) exerc ullamcorper t aliquip ex ea commtrud exerc ullamcorper t aliquip ex ea commtrud exerc ullamcorper t aliquip ex ea commodo consequat. View Screenshot Tour OR Sign Up For Free What can I do? How can I use it? Lorem ipsum dolor sit amet, Lorem ipsum dolor sit amet, consectetuer adipiscing elit, smod consectetuer adipiscing elit, smod tincidunt ut laoreet dolore magna tincidunt ut laoreet dolore magna Interface Screenshot Image to illustrate use case aliquam erat volutpat. aliquam erat volutpat. (link to screenshot tour page) (link to more details in Learn) Lorem ipsum dolor sit amet, Lorem ipsum dolor sit amet, consectetuer adipiscing elit, smod consectetuer adipiscing elit, smod tincidunt ut laoreet dolore magna tincidunt ut laoreet dolore magna Interface Screenshot Image to illustrate use case aliquam erat volutpat. aliquam erat volutpat. (link to screenshot tour page) (link to more details in Learn) Lorem ipsum dolor sit amet, Lorem ipsum dolor sit amet, consectetuer adipiscing elit, smod consectetuer adipiscing elit, smod tincidunt ut laoreet dolore magna tincidunt ut laoreet dolore magna Interface Screenshot Image to illustrate use case aliquam erat volutpat. aliquam erat volutpat. (link to screenshot tour page) (link to more details in Learn) Copyright © 20007 Veeker Corp. Privacy | Terms & Conditions | Partners prepared by gotomedia | 05.03.07 1

Sample Project Usability Task List Task List Usability Testing Veeker Thanks for coming Questions about agreement Highly confidential Technical setup Not testing you Testing paper prototype, use imagination, scenarios, use pen as a mouse Live website: Task 1: homepage exploration and label check: Questions: BEFORE looking at website: Label Test Before we start I would like to get your feedback on the name of the service we will be looking at today How do you think you spell ‘Veeker’? o What do think of the name ‘Veeker’? Is it memorable? Hip? o “A Veek is a ‘video peek’” – does that make it more catchy? What do you associate it with? (mobile? adult?) First we will be looking at the live Website. What is your first impression when looking at this website? What do you think Veeker is all about? What do you think of the name Veeker? o What do you think you need and or need to do in order to be able to use Veeker? o Where would you go in order to find out? Looking at the main navigation: can you tell me, without clicking on anything yet what you think you would see once you click on the tabs?

Sample Project Finished Prototype

when your car talks to you...

when your phone talks to you...

when your computer talks to you...

are you listening?

the UX Factor Rapid Research Kelly Goto Principal, gotomedia

“Optimism is an occupational hazard of programming, feedback is the treatment.” Kent Beck, author of Extreme Programming

from this to this

Rapid Prototyping & Testing

✓ 5 participants 1 backup per day. ✓ Team present or observes remotely during testing. ✓ Real-time note taking; notes delivered immediately. ✓ Team meeting following testing. ✓ Less documentation; more action.

“Do-it-yourself” usability tests are deﬁnitely qualitative. The purpose isn’t to prove anything; it’s to get insights that enable you to improve what you’re building. - Steve Krug, Rocket Surgery Made Easy: The Do-It-Yourself Guide to Finding and Fixing Usability Problems

Focus High Level Goals & Objectives Reality. You cannot test everything. Be speciﬁc. Stage. Are you prototyping? Are you redesigning? This affects the test plan. Goals vs. Tasks. The team thinks in tasks, the user has goals. Remember the difference. Informal does not mean disorganized.

Recruiting

Recruiting Who to Recruit http://ﬁrstplaygrounds.com

Recruiting Who to Recruit http://smugmug.com

Recruiting EZ recruiting using Craig’s List (or online posting)

Recruiting Intercept recruiting using Ethnio (boltpeters.com)

Prototyping

Paper Prototyping

http://grafﬂetopia.com/stencils/413

mockapp.com

Testing

Test Timing Remote - Start 10 minutes early to set up viewing, download necessary software, and get headset on prior to testing start time. * Fill out and return participation and NDA forms prior to testing 5 min - Introduction & Initial Questions 45 min - Open Ended Tasks (pre-test to ensure tasks are doable within timeframe) 5 min - Follow-Up Questions Video - Allow for 30 minutes processing between 1-hour sessions or use 2nd computer.

Pre & Post Survey surveybob.com wufoo.com

Conduct a Dry Run

What to say: “We’re an independent research group, we did not “We’re testing this design the system, say system and not YOU so whatever you want.” there are no wrong answers.” “Think aloud during the session so we can understand what you “You may have are thinking.” questions, and I may or may not be able to answer. Do you any questions before we start?”

Testing Tips Tasks: Don’t tell them what the tasks are in advance. Keep to the script when possible, allow users’ ﬂow to guide through tasks naturally. Expectations: Don’t say “This is so easy even a 6-year old can do it.” Rescuing: Don’t help struggling participants until frustration level rises ... know when to “give up” and list as failed task. Response: Don’t answer questions, respond impartially, “Hm. I wonder...”

Testing Tips Assess: What is this that we are looking at? What do you think you can do here? Explore: Allow participant some non-guided exploration (within reason) before starting. Probe: Was that what you expected to see? Would you recommend this to a friend? Elaborate: Can you show me what else you use to complete the same task?

Testing Tips Very important that the (client) team is available to watch testing real time remotely or at a testing facility.

Testing Tips When Recording: Use two computer systems or allow 50% time of session between sessions for processing. Small is Better: Use screen capture software (like Snapz Pro X) to capture a portion of the screen. Breaking a Promise: If promised, have a backup system in place. Maybe a Flip Mino. You will use it.

Insights

Insights Gathering Feedback Rigorous Empathy: Engaged or disinterested; delighted or frustrated? Patterns: Were there repeated errors or insights that formed patterns during the testing? Aha Moments: Were there moments that were a surprise to witness? Low Hanging Fruit: What simple things can be changed tomorrow to make the experience more effective?

Insights Aha Moments

Insights Discuss Findings with Team Debrief: Spend 5 - 10 minutes after each session to note high-level findings, highlight notes or mark timing on video. Distribute: Send raw notes, screenshots and videos immediately. Important to name and save files and organize on the same day. Discuss: Take 30 minutes to an hour at the end of each day to discuss findings and recommendations with the team.

Insights Post / Distribute Notes & Video

Action

Action Implementation Key Findings: What are the main takeaways from the testing? Immediate: What can be changed immediately on the application or site to improve the UX? Longer-term: What ﬁndings were ﬁxable or needed to be addressed down the road? Planning: When should we conduct our next test and what are the areas we need to explore at a deeper level?

Test. Just Test.

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The Laws of User Experience: Making it or breaking it with the UX Factor

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The Laws of User Experience: Making it or breaking it with the UX Factor Presentation Transcript