PREPARED	
  BY	
  
HOW	
  TO	
  GET	
  RID	
  OF	
  THOSE	
  
PESKY	
  USERS	
  
HxR	
  CONFERENCE	
  
Magga	
  Dora	
  	
...
NO	
  MORE	
  PESKY	
  USERS	
  
• THEY	
  LEAVE	
  
•  BECOME	
  TOO	
  FRUSTRATED	
  USING	
  YOUR	
  
PRODUCT	
  
•  PE...
NO	
  MORE	
  PESKY	
  USERS	
  
• THEY	
  SUCCEED	
  
•  THEY	
  ARE	
  TOO	
  BUSY	
  SUCCEEDING	
  TO	
  
SPARE	
  YOU	...
SUCCESSFUL	
  USERS	
  
• WHAT	
  DO	
  WE	
  KNOW	
  ABOUT	
  
USERS?	
  
• HOW	
  CAN	
  WE	
  APPLY	
  THAT	
  IN	
  OU...
PEOPLE	
  ARE	
  PREDICTABLE	
  
• ONE	
  TRACK	
  MIND	
  
• WORKING	
  MEMORY	
  
• CHOICE	
  
• DECISION	
  MAKING	
  
...
ONE	
  TRACK	
  MIND	
  
• THE	
  WAY	
  YOU	
  SEE	
  YOUR	
  WEBSITE	
   • THE	
  WAY	
  THE	
  USERS	
  SEE	
  YOUR	
  ...
WORKING	
  MEMORY	
  
• RESOURCE	
  LIMITED	
  
• VOLATILE	
  
• RANDOMLY	
  LOSES	
  INFORMATION	
  
REMEMBER	
  FOR	
  THE	
  USER	
  
• TELL	
  THEM	
  WHERE	
  THEY	
  HAVE	
  
BEEN	
  
• TELL	
  THEM	
  WHAT	
  THEY	
  ...
CHOICE	
  IS	
  VERY	
  DIFFICULT	
  
• WE	
  CAN	
  ONLY	
  KEEP	
  A	
  FEW	
  THINGS	
  
IN	
  OUR	
  MIND	
  AT	
  ANY...
COROLLARY	
  
• THE	
  USERS	
  AVOID	
  MAKING	
  A	
  
DECISION	
  
• THEY	
  GO	
  WITH	
  YOURS	
  
• POSITIVE	
  EXAM...
WHOSE	
  DECISION	
  IS	
  IT?	
  
• USERS	
  WILL	
  AVOID	
  MAKING	
  A	
  
DECISION	
  WHICH	
  MEANS:	
  
THEY	
  WIL...
DRAWING	
  ATTENTION	
  
• COLOR	
  MATTERS	
  
•  GREEN	
  =	
  GO/CONTINUE/SUCCESS	
  
•  RED	
  =	
  STOP/BACK/FAILURE	...
SOLVING	
  IT	
  WITH	
  DOCUMENTATION	
  
• IF	
  PEOPLE	
  DON’T	
  NOW	
  WHICH	
  
BUTTON	
  TO	
  PUSH,	
  DOCUMENTIN...
At any point in the
interaction our users
need to understand

• Where they are
• How they got there
• How they can proceed
HELPING	
  THE	
  USER	
  TO	
  SUCCEED	
  
• WE	
  KNOW	
  A	
  LOT	
  ABOUT	
  
PEOPLE	
  AND	
  HOW	
  THEY	
  
APPROAC...
PREPARED	
  BY	
  
HOW	
  TO	
  GET	
  RID	
  OF	
  THOSE	
  
PESKY	
  USERS	
  MAKE	
  USERS	
  
SUCCESSFUL	
  
HxR	
  Co...
HxRefactored - Mad*Pow - Magga Dora
HxRefactored - Mad*Pow - Magga Dora
HxRefactored - Mad*Pow - Magga Dora
HxRefactored - Mad*Pow - Magga Dora
HxRefactored - Mad*Pow - Magga Dora
HxRefactored - Mad*Pow - Magga Dora
HxRefactored - Mad*Pow - Magga Dora
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HxRefactored - Mad*Pow - Magga Dora

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HxRefactored - Mad*Pow - Magga Dora

  1. 1. PREPARED  BY   HOW  TO  GET  RID  OF  THOSE   PESKY  USERS   HxR  CONFERENCE   Magga  Dora     Senior  Experience  Designer   @maggadora   May  13,  2014   #HxR2014  
  2. 2. NO  MORE  PESKY  USERS   • THEY  LEAVE   •  BECOME  TOO  FRUSTRATED  USING  YOUR   PRODUCT   •  PERHAPS  NOT  A  GOOD  IDEA  IN  THE  LONG   RUN  
  3. 3. NO  MORE  PESKY  USERS   • THEY  SUCCEED   •  THEY  ARE  TOO  BUSY  SUCCEEDING  TO   SPARE  YOU  A  THOUGHT  
  4. 4. SUCCESSFUL  USERS   • WHAT  DO  WE  KNOW  ABOUT   USERS?   • HOW  CAN  WE  APPLY  THAT  IN  OUR   WORK?   • HOW  TO  MAINTAIN  A  USER   FOCUSED  PHILOSOPHY   Ψ
  5. 5. PEOPLE  ARE  PREDICTABLE   • ONE  TRACK  MIND   • WORKING  MEMORY   • CHOICE   • DECISION  MAKING   • AFFECTING  BEHAVIOR   • RECEIVING  SUPPORT   Ψ
  6. 6. ONE  TRACK  MIND   • THE  WAY  YOU  SEE  YOUR  WEBSITE   • THE  WAY  THE  USERS  SEE  YOUR  WEBSITE  
  7. 7. WORKING  MEMORY   • RESOURCE  LIMITED   • VOLATILE   • RANDOMLY  LOSES  INFORMATION  
  8. 8. REMEMBER  FOR  THE  USER   • TELL  THEM  WHERE  THEY  HAVE   BEEN   • TELL  THEM  WHAT  THEY  HAVE   DONE   • SHOW  THEM  WHERE  THEY  ARE  
  9. 9. CHOICE  IS  VERY  DIFFICULT   • WE  CAN  ONLY  KEEP  A  FEW  THINGS   IN  OUR  MIND  AT  ANY  ONE  TIME.   • WE  CAN  ONLY  THINK  ABOUT  3-­‐4   CHOICES  AT  A  TIME.  BEST  CASE.     • MAKE  A  CHOICE  FOR  YOUR  USER.  
  10. 10. COROLLARY   • THE  USERS  AVOID  MAKING  A   DECISION   • THEY  GO  WITH  YOURS   • POSITIVE  EXAMPLE  
  11. 11. WHOSE  DECISION  IS  IT?   • USERS  WILL  AVOID  MAKING  A   DECISION  WHICH  MEANS:   THEY  WILL  GO  WITH  YOUR   DECISION   • UNTICKING  A  BOX  IS  A  DECISION   TOO   • WHO  BENEFITS  FROM  YOU   DECISION?   Thanks  to  DarkPaVerns.org  for  the  example  
  12. 12. DRAWING  ATTENTION   • COLOR  MATTERS   •  GREEN  =  GO/CONTINUE/SUCCESS   •  RED  =  STOP/BACK/FAILURE   • PLACEMENT  SHOULD  BE  WHERE   THE  USER  IS  LOOKING  
  13. 13. SOLVING  IT  WITH  DOCUMENTATION   • IF  PEOPLE  DON’T  NOW  WHICH   BUTTON  TO  PUSH,  DOCUMENTING   IT  IN  THE  HELP  IS  NOT  SOLVING   THE  ISSUE   • THE  PROBLEM  IS  IN  THE   INTERFACE  AND  NEEDS  TO  BE   SOLVED  THERE  
  14. 14. At any point in the interaction our users need to understand • Where they are • How they got there • How they can proceed
  15. 15. HELPING  THE  USER  TO  SUCCEED   • WE  KNOW  A  LOT  ABOUT   PEOPLE  AND  HOW  THEY   APPROACH  WHAT  THEY  ARE   DOING.   • USING  THAT  KNOWLEDGE   WE  CAN  HELP  THEM  BE   SUCCESSFUL.   • SUCCESSFUL  USERS  ARE  TOO   BUSY  DOING  THEIR  THING   TO  BOTHER  YOU.  
  16. 16. PREPARED  BY   HOW  TO  GET  RID  OF  THOSE   PESKY  USERS  MAKE  USERS   SUCCESSFUL   HxR  Conference   Magga  Dora,  Senior  Experience  Designer   @maggadora   May  13,  2014  

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